This depends on the rules for your business but typically we don't change ratings unless a customer has confused the rating scale (e.g. "You guys were fantastic" but rate a 1 instead of a 5).
We'll delete comments only when words or comments are offensive (e.g. swear words, racial comments or a person’s name identifying a staff member is inappropriate).
If you feel a rating should be changed, or a comment deleted then contact support by clicking here.