The overall rating reflects the current state of the app. It accounts for all app reviews but prioritizes the most recent ones.
Not good. It creates a very easy top use interface for customers to fill out RMA requests, emails you the details, and then stops. Nothing else. $18.99/month for a simple email user interface?
Unless I'm missing something, it's not worth $5/month. And If I am missing something, it needs better instructions.