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Rating not changing after 5 star
@Danny_Amazon
Dear Danny,
I have sent so many seller support cases but they only send to me canned responses and do nto clarify.
i received 2 ratings of 5 star, one from a VERIFIED purchase and 1 from a VINE review. Yet, my rating stays unchanged. But at the same time, when I receive a 1 star rating, my rating is decreased.
This is not what the Amazon policies state. If the review is a Verified purchase and a Vine review, why is the rating not improving but at the same time, a 1 star rating is decreasing my rating.
Case ID: 16620217791
2 replies
Seller_rz6NCcck7PbA1
@Manny_Amazon
Dear Manny,
I see that you have addressed other star ratings issues in the past, can you kindly help check my case.
Danny_Amazon
Hello @Seller_rz6NCcck7PbA1- thanks very much for creating this post, and for including that case ID so I could see the specifics.
Upon review, I can confirm the guidance provided within the support case is correct. It is true that Amazon calculates a product's star rating using machine-learned models instead of a simple average. You can read about that process on this page.
While the model does not consider customer ratings without an Amazon Verified Purchase status in a product's overall star rating until a customer adds more details in the form of text, image, or video, the system continues to learn and improve over time. So you will likely see updates to this as further reviews are received.
I apologize our team's cannot always provide detailed information into such calculations due to privacy reasons, but we do appreciate you surfacing your experience with the feature.
Best regards,
Danny
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