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If a customer leaves a negative review, and you contact them offline and manage to fix their issue, when they update their review, the very first comment shown is still the negative one from the first review. This is confusing and makes it look like the 5 stars is possibly a mistake, as it's accompanied with a negative comment. You have to then click 'see more' to actually see their new and updated positive comment. This is not good for all involved. As a business, we've worked hard to change this review and this should be reflected in the fact that the timeline of comments is reversed, with the new positive comments displaying first, next to the new 5 star review, and the negative comments showing last in the trail.