The overall rating reflects the current state of the app. It accounts for all app reviews but prioritizes the most recent ones.
I used this app on two of my shop reopenings (very high demand one-of-a-kind items). The customer service was helpful at first and helped me to add the app and after the first reopening, lots of customers had issues with things being taken out of their carts before the countdown has finished. The customer service assured me that they have fixed it. The second shop reopening was a total disaster, the cart reserve option didn't work for any of my customers and they were frustrated as the products were snagged out of their carts right at the checkout, well before the countdown (2 minutes) had ended. I have emailed the support but they haven't gotten back to me, so I have deleted the app. I wouldn't trust it anymore.