Problem with etsy - any advice ?

Hi ladies. So I bought an item from etsy, the seller sent it to be but it was broken. She promised to send me a replacement which I have in writing. This was 3 months ago.  Now I see she has removed her store and not responding to any messages, she isn't on etsy anymore but still has a website and Facebook presence. Other than noting she is a horrible person,  Can I seek a refund or credit from etsy? I asked them and their slow unhelpful reply has been " take up the issue with the seller or shipping service nothing we can do" anyone know how I can proceed or know if etsy is compelled to protect the buyer? Thanks.