Shop Rating Bug?

[JoyPaperStudio]

Hi.

My rating has been sitting at 4.9 for almost a year. My shop is generally quiet throughout the year and the ratings coming in around Christmas time. I have not had any negative reviews or issues and over night my rating has gone from 4.9 to 4.8 with no explanation.

I have contacted support a few times with no idea how to resolve this.

Is it possibly a bug? Can the tech team look into this or can someone explain if I am missing anything with how the review work?

[Amaradorn]

Your score is an average of the star ratings you've received in the past 12 months.

You had two 2 star reviews in Feb 22 which is why you are below 5. All being good you should see your rating increase when these reviews are not counted anymore in March 23.

[JoyPaperStudio]

Yes this is what I dot understand...even with the 2 x 2 star ratings I was 4.9. Does it average over a set time period or overall whole ratings?

[Amaradorn]

Yeah I don't know why it went down. It's an average over 12 months so it should not have changed unless you recently got less than 5 stars. Maybe someone initially left you a low rating and has since changed it to 5 stars. Could be a bug where it hasn't recalculated the average again.

[LynnsLittleShop]

Your shop rating for reviews is for the last 12 months. Here's the help article that explains it all;

How the Review System Works for Sellers – Etsy Help

[JoyPaperStudio]

Perfect, thank you for this. Make sense now.