Seller ratings on Google Shopping
Seller ratings on Google Shopping may be based on one or more of the following sources:
- Google Certified Shops, a free certification programme that helps shoppers to discover online shops that consistently offer a great shopping experience.
- StellaService, an independent company that analyses the quality of your customer service through the measurement of your customer care, shipping and returns.
- Aggregated performance metrics from Google-led shopping research.
- Ratings from Google Consumer Surveys, a market research platform that we use to collect data for certain domains and businesses.
- Shopping reviews for your shop domain, which include reviews from various third-party sources.
We do not modify existing reviews. We connect users with reviews from seller ratings websites. To provide consistent ratings, we re-scale ratings on a 1-5 scale and filter out reviews that Google considers to be untrustworthy or otherwise questionable.
Ratings for your shop may automatically appear without any action required by you. As we develop this programme, we will continue to enhance and refine our ratings. We expect the number of shops rated on Google Shopping to grow as we update this feature.
If you don't yet have reviews for your shop, then you can contact any of the following services:
|AU, DE, GB, FR, JP, US||A certification programme that collects post-transaction reviews for participating merchants.
Sign up for free here.
|Evaluation by Google
|DE, FR, GB, US||These programmes measure and analyse the quality of the shopping experience provided by online retailers.
StellaService is an independent company that measures the quality of your customer service, as well as your shipping and return processes.
Google collects data about selected merchants and the shopping experience that they provide.
Fill in this form to let Google and StellaService know that you'd like an evaluation of your business.
|Review partners||See each partner website||Google works with all the review partners shown here. Please contact any partner that you'd like to work with directly.|
The seller ratings calculation in Google Shopping results
We want our seller ratings to accurately represent the quality of an advertiser. As stated above, we may use a variety of sources in order to achieve this goal.
Troubleshooting shop ratings
Below are some common issues that you might encounter with Seller Ratings and Google Shopping.
If you have found ratings that you believe to be incorrect, you will need to contact the site which hosts the ratings to resolve the matter. You cannot respond to individual seller reviews on Google Shopping. To respond to a seller review, go to the seller rating website and respond to the seller review. At present, we do not display merchant responses to seller reviews in Google Shopping results.
If you believe that Seller Ratings from a different shop are appearing with your products, please make sure that your shop name and registered domain in your Merchant Center account is different from the other shop on the third-party seller rating websites. If this information matches and you are unable to make changes, then please contact us to investigate this further.
My seller ratings are not appearing
Reviews are not added to Google Shopping results in real time, so you may notice a delay between receiving a new review and its addition to your rating in the Google Shopping results. The same is true when a review is removed from a seller rating website. If you notice that your reviews have stopped appearing, please make sure that the shop name and registered domain match in your Google Merchant Center account and the third-party seller rating websites. Learn more about how to update the shop's name and website URL in the Google Merchant Center account settings.
For Google Shopping star ratings to appear, typically your business needs at least 150 unique seller reviews, each from the past 12 months. However, we may show ratings for merchants with fewer than 150 reviews if we have sufficient data from other sources to determine an accurate rating.
Visitors must be searching on the following domains for Google Shopping star ratings to appear: google.com, google.de, google.co.uk, google.co.jp, google.fr, google.com.br, google.nl, google.com.au, google.ch, google.it or google.es. Note that the domains where Seller Ratings appear on text ads may be different to those in this list. See Understanding your seller ratings.