Buyer trying to change one-star review - but can't

[ShopEmphasis]

Hello! A buyer left a one-star review, because she didn't understand how the color-changing mug worked and thought the design was bad. After offering a refund or a different mug, and explaining the design won't reveal itself until the mug is filled with hot liquid, she has decided to keep the mug and wants to upgrade the review.

The problem is she has tried to change the review and give more starts, but the system is not letting her. Is there any way I can help her out or instruct her to try a different way?

There is no case open, that I can tell. Just "Help Requested" in the message thread. And I didn't respond to her review, I responded to the message thread we already had going.

Any suggestions would be greatly appreciated.

[JJewellerySuppliesUK]

Had you replied to the review?  If you had, then the option to change it will have gone.  If you haven't then they need to click on the edit link in the review box.

[ShopEmphasis]

No, I didn't reply to the review itself. I have been communicating with her in a message thread.

Here's what she said exactly:

I want to change my feedback on my purchase to 5 stars, but the weird thing is it has disappeared from my purchases?! Maybe because I started a return? Not sure how to fix that?

[ArtDollsbyJD]

Tell her not to try and fill in each star.  Tell her to hover over the 5th star and click on that.  Buyers sometimes try to fill in each star.  That's not how it works. 

[ShopEmphasis]

I can ask her about that. This is what she messaged me. She is saying the option has disappeared:

I want to change my feedback on my purchase to 5 stars, but the weird thing is it has disappeared from my purchases?! Maybe because I started a return? Not sure how to fix that?

I wonder if there's anything I need to do on my end?

[ShopEmphasis · Accepted solution]

The buyer went used her ipad and was able to access past purchases and adjust the review from there. Thanks for your replies!