When feedback replaces an earlier rating
Hively checks recent feedback for the same team member and can replace an earlier response with the newer one. Replacement keeps the newer response in the visible results; it is different from an administrator deleting feedback.
The checks look back one day and use the available context:
- A supplied ticket reference takes priority. The ticket must match, be at least three characters long, and the earlier comment must be empty or the same.
- Without a ticket reference, feedback from the same rating request can replace an earlier response when its comment is empty or the same.
- Otherwise, Hively uses the browser’s rating cookie, with an IP-address fallback where applicable. Earlier name, email and comment values must each be empty or match the newer response.
These conditions mean that not every response from the same customer is a duplicate. A different comment, member, older response or different browser context can leave both ratings in place. Kiosk/public mode skips these duplicate checks.
The repeat-rating warning
A warning badge can appear when a member has received at least five ratings from the same IP address within seven days. Its tooltip provides the recorded repeat count and IP-range information.
This is a reason to review the feedback, not proof of dishonest behavior. Offices, shared networks and repeat customers can legitimately share an IP address. The count reflects the check made when the rating was received, rather than a live fraud verdict.
Review suspected self-ratings or mistakes
Check the dates, comments, customer context and any request or ticket information before deciding what happened. Hively’s repeat checks do not guarantee that all self-rating or fraudulent feedback will be blocked.
An account administrator can remove test or inappropriate ratings. Keep legitimate criticism: a low rating alone is not evidence of abuse. Contact support if you need help understanding unexpected replacements or repeated submissions.