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About Google Trusted Stores update

Google Trusted Stores 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 provide important details and steps to make sure you’re ready for this update.

Trusted Stores 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.

Program update summary

Like Google Trusted Stores, 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 program 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 program features will stay the same:

Feature Google Customer Reviews Google Trusted Stores
Customer purchase protection No Yes
Seller ratings on Google Yes Yes
Customer reviews on your site Yes Yes
Program badge on your site Yes Yes
Review extensions No Yes

 

Note: If your store’s site currently displays the Google Trusted Stores 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 Shopping ads
  • Better customize the way the Google badge and opt-in appear 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 Trusted Stores and Google Customer Reviews as follows:

Account access

Early March Late March After June
Trusted Stores (via the Trusted Stores 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 Trusted Stores participants may have to take additional steps related to Google Merchant Center. Depending on your setup, you may have already received communications informing you about any specific actions you need to complete 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 Trusted Stores account to Google Customer Reviews. To make sure 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 Trusted Stores domain, follow the steps below in order to migrate your Trusted Stores account:

​Step 1: Check your Merchant Center accounts

Log in to your Merchant Center accounts and decide which one 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 to migrate your Google Trusted Stores 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 Trusted Stores to Google Customer Reviews. 

What’s the difference between Trusted Stores 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 Trusted Stores offers, Google Customer Reviews gives you more flexibility in how you present the program to your users. For example, adding a badge to your site is required in Trusted Stores, 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. After we migrate your Trusted Stores 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 program 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 via a website badge, but integrating the badge into your site is now optional. With Google Customer Reviews, we’ve added more customization 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 Trusted Stores to Google Customer Reviews. Starting in late March 2017, you can see your star rating via the Google Merchant Center. 

Will my Trusted Stores reviews move to my Google Customer Reviews account?

Yes. We automatically migrate your Trusted Stores reviews to your Google Customer Reviews account. These reviews will be visible on your seller ratings page.

Will my Trusted Stores review extension still display on my search ads?

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

Can I still access my Trusted Stores merchant dashboard?

Yes. You can use the Trusted Stores 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 stores 
  • Platform support 
  • Basic store 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 Trusted Stores merchant dashboard as indicated above in this capacity until June 2017. After June 2017, you will not have access to your Trusted Stores merchant dashboard.

How do I close my Trusted Stores account? 

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

  1. Submit a request to close your Trusted Stores account by March 1, 2017. To do this, fill out this form with your contact information and Trusted Stores ID. At the bottom of the form, in the section that asks you to describe the issue 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 Trusted Stores account by March 1, 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 Trusted Stores and the Merchant Center with the same account?

If the same Google account is used to manage both Trusted Stores 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 Trusted Stores admin be migrated to the Merchant Center?

If the admin for your Trusted Stores account and the admin for your Merchant Center account are different, we'll migrate your Trusted Stores admin to your Merchant Center account as a new account user. This migrated Trusted Stores 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 Trusted Stores 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 to grant additional access for any migrated Trusted Stores admin or remove admins from your account in the Users section of your your Merchant Center account settings. 

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