Hi contempoinc,
It turns out there has been no increase in rating removal requests since support started expiring on March 2nd. That either means that the fear of customers rating negatively because they are asked to renew support is unfounded or it's because authors don't expect the review to be remove so they are simply not raising a ticket to have the rating removed. Either way, until I can prove there is an actual problem it's hard for me to explain to others that this is what we should do next.
On the upside, we have made some important changes to the rating removal policy. For the time being the policy has only been rolled out internally so that we can ensure the wording makes sense to Help Officers and correctly communicates our intention.
At a high-level the new rating removal policy will address two key areas:
- Reviews that aren't about the item or author e.g. complaints about Item Support.
- Reviews that attempt to force the author to do something they aren't obligated to. e.g. requests to refund where the are not legally required.
As soon as we are comfortable that we have the right wording in the policy, we'll update the community.
CC: @Kopyov
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