Etsy review: Customer service and a seller on the site

On Jan 1, 2024, I contacted Collen Ross from FamilyFotoFun, a seller on Etsy to purchase some photos on wood. I was looking to purchase a large 32 x 24 item and two 11 x 14 items. I messaged Collen regarding the 11 x 14 pieces because that size was not offered. I was told to order 11 x 8 and then add on what I wanted. I did that but there was no option to add the 11 x 14 so I contacted the seller again to get the size I was seeking and offered to pay for the difference or asked to be refunded if I couldn't get the size I wanted. Collen said she had pieces of wood that were 11 to 14 inches long but did not mention the width. I asked about the width and said it didn't have to be exactly 14 inches but I didn't want them to be too skinny - no reply. Next thing I know, I got a notification of shipping. I got the items and they measured 11 x 8, and one photo of a baby had the top of his beanie hat cut off - the picture wasn't centered well. I contacted Collene to log a complaint and requested a refund but was told the photo was proper and they didn't offer refunds for completed items. After more back & forth, I tried to report the dispute through Etsy and there is no option to open a case dispite following Etsy's instruction on how to do it!