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About Google Certified Shops update

Google Certified Shops will soon be replaced by Google Customer Reviews, a simpler way to get customer feedback about purchases made on your site. 

In this article, we will discuss important details and steps to make sure that you’re ready for this update.

Certified Shops migrated into Merchant Center for customers in Australia, France, Germany, Japan, United States and the United Kingdom, and was rebranded as Google Customer Reviews. GCR is also now available for all retailers in those countries. Read the launch announcement.

Programme update summary

Like Google Certified Shops, Google Customer Reviews will offer a survey opt-in that allows your customers to provide high-quality feedback about their shopping experience on your site. However, the new programme will not offer purchase protection. We’ve made this change to help us better focus our support on getting you quality reviews and seller ratings, the 2 major keys to driving more traffic to your site.

In addition to remaining a free service, most other programme features will stay the same:

Feature Google Customer Reviews Google Certified Shops
Customer purchase protection No Yes
Seller ratings on Google Yes Yes
Customer reviews on your site Yes Yes
Programme badge on your site Yes Yes
Review extensions No Yes

 

Note: If your store’s site currently displays the Google Certified Shops badge, your customers will be able to opt-in to purchase protection until account migration is complete in late March 2017. Google will continue to support purchase protection for all orders in which customers opted in to receive coverage. Purchase protection is valid for up to 60 days after the opt-in date.

Benefits

With Google Customer Reviews, you can: 

  • Collect valuable customer reviews and qualify for seller ratings that show up on your search ads and Google Shopping
  • Better customise the way in which the Google badge and opt-in are displayed on your site 
  • Spend less time maintaining your account
  • Get more insight into your seller rating

Note: Adding a badge to your site is optional with Google Customer Reviews.

Account migration

Account migration will affect your access to Certified Shops and Google Customer Reviews as follows:

Account access

Early March Late March After June
Certified Shops (via the Certified Shops merchant dashboard)

View only: most account settings will be frozen.

You can still manage purchase protection issues.

No access

Google Customer Reviews (via Google Merchant Center)

No access Full access: view and manage your account information

Account migration steps

Some Google Certified Shops participants may have to take additional steps related to Google Merchant Center. Depending on your setup, you may have already been informed about any specific actions you need to take in order to migrate your account. 

There are 3 scenarios that may define your setup. For account migration next steps, select one of the following options:

You have a Merchant Center account

If you already have a Merchant Center account, we'll automatically migrate your Certified Shops account to Google Customer Reviews. To make sure that the migration is successful, confirm that your account is active by logging in to Merchant Center. If you’re unable to log in, troubleshoot your account.

You have multiple Merchant Center accounts

If we’ve identified multiple Merchant Center accounts associated with your Certified Shops domain, follow the steps below in order to migrate your Certified Shops account:

​Step 1: Check your Merchant Center accounts

Log in to your Merchant Center accounts and decide which one you want to migrate.

Step 2: Complete the account migration form

Tell us which Merchant Center account you want to use for Google Customer Reviews via the account migration form.

Note: If you do not complete the account migration form, you will lose your badge and survey opt-in support.

You do not have a Merchant Center account

A Merchant Center account is required in order to be able to migrate your Google Certified Shops account to Google Customer Reviews. If you do not have a Merchant Center account, follow the steps below:

Step 1: Create a Merchant Center account

Visit merchants.google.com and click Create an account. Follow the prompts to sign up. Learn more about getting started with Merchant Center.

Step 2: Complete the account migration form

Tell us your new Merchant Center ID number via the account migration form.

Note: If you do not complete the account migration form, you will lose your badge and survey opt-in support.

Frequently asked questions (FAQs)

This section provides answers to common questions about the transition of Google Certified Shops to Google Customer Reviews. 

What’s the difference between Certified Shops and Google Customer Reviews?

Google Customer Reviews is a simpler way to get customer feedback about purchases made on your site. While Google Customer Reviews does not offer the purchase protection service that Certified Shops offers, Google Customer Reviews gives you more flexibility in how you present the programme to your users. For example, adding a badge to your site is required in Certified Shops, but it is optional in Google Customer Reviews.

When does purchase protection end?

Purchase protection is valid for up to 60 days after the initial opt-in date. Once we have migrated your Certified Shops account to Google Customer Reviews in late March 2017,  your customers will not be able to select the purchase protection opt-in on your site. We’ll continue to support purchase protection for all orders in which customers opted in to receive coverage. This programme update will allow us to better support you in getting quality reviews and drive seller ratings.

Do you still provide a badge for my site?

Yes. You’ll still be able to promote your participation by using a website badge, but integrating the badge into your site is now optional. With Google Customer Reviews, we’ve added more customisation options for badge integration on your site.

How will my seller rating be affected?

Your star rating won’t be affected by the migration from Certified Shops to Google Customer Reviews. From the end of March 2017, you'll be able see your star rating via the Google Merchant Center. 

Will my Certified Shops reviews move to my Google Customer Reviews account?

Yes. We'll automatically migrate your Certified Shops reviews to your Google Customer Reviews account. These reviews will be visible on your seller ratings page.

Will my Certified Shops review extension still be displayed on my search ads?

No. Your Certified Shops review extension will no longer be displayed on your search ads. As part of the transition from Certified Shops to Google Customer Reviews, your existing Certified Shops review extension will be removed from your AdWords account in early March 2017.

Can I still access my Certified Shops merchant dashboard?

Yes. You can use the Certified Shops merchant dashboard to view your account details and make changes to your account until the migration process begins in early March 2017. However, most of your settings will be disabled.

You will not be able to make changes to the following settings:

  • Business information 
  • Access rights
  • Adding and removing shops 
  • Platform support 
  • Basic shop name and website URL

However, you'll still be able to manage the following settings:

  • Support contacts
  • Public customer service information
  • Purchase protection escalations

Note: You can continue to use the Certified Shops merchant dashboard as indicated above until June 2017. After June 2017, you will not have access to your Certified Shops merchant dashboard.

How do I close my Certified Shops account? 

If you do not wish to participate in the Google Customer Reviews programme, you have 2 options:

  1. Submit a request to close your Certified Shops account by 1 March 2017. To do this, fill out this form with your contact information and Certified Shops ID. At the bottom of the form, in the section that asks you to describe the issue that you need help with, write “Request to close account”. Our support team will process your request and notify you when your account has been closed. If you submit a request to close your Certified Shops account by 1 March 2017, your account will not be migrated to Google Customer Reviews, and you’ll lose your badge and survey opt-in support.
  2. Remove the JavaScript badge and opt-in snippets from your site so that users do not see any Google Customer Reviews assets. You can do this at any time.

Can I manage Certified Shops and the Merchant Center with the same account?

If the same Google account is used to manage both Certified Shops and the Merchant Center, the existing Merchant Center admin will also have access to the new Google Customer Reviews section of the Merchant Center. 

Will my Certified Shops admin be migrated to the Merchant Center?

If the admin for your Certified Shops account and the admin for your Merchant Center account are different, we'll migrate your Certified Shops admin to your Merchant Center account as a new account user. This migrated Certified Shops admin will have access to the Google Customer Reviews section of the Merchant Center, but will not be able to access other sections.

What information in Merchant Center will migrated admins be able to access?

A migrated Certified Shops admin will be able to access the Google Customer Reviews summary stats, seller ratings information and Google Customer Reviews settings in Merchant Center. This migrated admin will not be able to view or edit any information located in other sections of the Merchant Center.

You have the option of granting additional access for any migrated Certified Shops admin or removing admins from your account in the Users section of your Merchant Center account settings. 

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