Seller ratings on Shopping ads

Seller ratings on Shopping ads may be based on one or more of the following sources:

  • Google Customer Reviews: A free programme that collects post-purchase reviews on behalf of advertisers
  • StellaService: An independent company that analyses the quality of your customer service through the measurement of your customer care, delivery and returns
  • Aggregated performance metrics from Google-led shopping research
  • Ratings from Google Consumer Surveys, a market research platform 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 don't modify existing reviews. We connect users with reviews from seller ratings websites. To provide consistent ratings, we re-scale ratings to a 1-100 scale and filter out reviews that Google considers to be untrustworthy or otherwise questionable. Seller ratings on Shopping appear as an 'XX% positive' annotation in search results.

Ratings for your shop may automatically appear without any action required by you. As we develop this programme, we'll continue to enhance and refine our ratings. We expect the number of shops rated on Shopping ads to grow as we update this feature.

If you don’t yet have reviews for your shop, you can contact any of the following services:

Service Available countries Description

Argentina, Australia, Austria, Belgium, Brazil, Canada, Chile, China, Colombia, Czechia, Denmark, France, Germany, India, Ireland, Italy, Indonesia, Japan, Hong Kong, Malaysia, Mexico, New Zealand, Netherlands, Norway, the Philippines, Poland, Portugal, Russia, Singapore, South Africa, Spain, Sweden, Switzerland, Taiwan, Turkey, United Arab Emirates, United States and the United Kingdom.

A free programme that collects post-purchase reviews on behalf of advertisers.

Learn how to sign up for the Google Customer Reviews programme here.

Evaluation by Google
and/or
Stella Service logo
Germany, France, the United Kingdom and the United States. 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 reach out to any partner that you’d like to work with directly.

The seller ratings calculation in Shopping ads results

We want our seller ratings to accurately represent the quality of an advertiser in a given country. As stated above, we may use a variety of sources to achieve this goal.

Troubleshooting shop ratings

Below are some common issues that you might encounter with Seller Ratings and Shopping ads.

Incorrect ratings

If you've found ratings that you believe to be incorrect, you'll need to contact the site which hosts the ratings to resolve the matter. You can't respond to individual seller reviews on Shopping ads. To respond to a seller review, go to the seller rating website and respond to the seller review. Currently, we don't display merchant responses to seller reviews in Shopping ads.

If you believe Seller Ratings from a different shop are appearing with your products, 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're unable to make changes, please contact us to investigate this further.

My seller ratings aren't appearing

Reviews aren't added to Shopping ads in real time, so you may notice a delay between receiving a new review and its addition to your rating in Shopping ads. The same is true when a review is removed from a seller rating website. If you notice your reviews have stopped appearing, make sure that the shop name and registered domain match in your Google Merchant Center account and third-party seller rating websites. Learn more about how to update the shop name and website URL in the Google Merchant Center account settings.

For Shopping Ads star ratings to appear in a particular country, your business needs at least 100 unique seller reviews from that country in the past 12 months. However, we may show ratings for merchants with fewer than 100 reviews in a country if we have enough data from other sources to determine an accurate rating.

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