A customer purchased an item which was shipped and received. She then said it arrived b...

A customer purchased an item which was shipped and received. She then said it arrived broken. If it was broken at all it would have happened during shipping. I offered a refund, but she requested another, so I shipped another free of charge to the customer. She claimed she didn't receive the item and said she would give me a good review if I refunded. I said I would look into it and she posted a review claiming my shop is a scam. I responded and she opened a case against me. Having received only automated responses from Etsy I refunded as the message suggested I resolve it or risk my shop. I refunded the item and would like at the very least for Etsy to remove this review. Etsy only have to read positive reviews on this item and then read and the conversation thread relating to debois*** to see that the customer is the issue here. I am very disappointed that Etsy appear to have no support available for its sellers and an unfair review can be posted. It has also cost me two products, two lots of shipping and then a full refund. The case request said I needed to provide a tracking number, but my shipping to US is standard and the customer did not pay for tracking.*Thank you*Karen Lendon, Wish U Well by Kare.