Note that the Buy on Google program in France will be ending on December 7, 2021.
Use order notifications to stay informed about your Buy on Google orders via email without having to check your Merchant Center account.
This article explains how order and return notifications work and how to use them.
How it works
When you enable order notifications, you’ll receive emails with consolidated updates on orders that require action or attention. There are several different notifications you may receive.
New order notifications
Pending order notifications
Pending order notifications will let you know when an order is ready for shipment. This may include a single product, or multiple products. The message will include the order date, and the Google order ID. You’ll find direct links to the orders page in the Merchant Center. You can update your order statuses from there.
Note: All orders will also appear in your Merchant Center account as soon as they’re placed with the status “Pending".
Making sure your orders are up to date and providing accurate and timely tracking information is essential for your performance score on Buy on Google. Learn more about retailer standards and policies
Late shipment notifications
Late shipment notification emails let you know orders that are still pending at their ship by date. Google expects the order to be shipped by the specified ship by date and will cancel the order if it is pending for 5 days past that. Reminders like this one will prompt you to act on the order early to avoid the cancellation, and will lead to a better customer experience.
Cancellation and refund notifications
Order pending automatic cancellation notifications
Order pending automatic cancellation notification emails lets you know of orders that are still pending after the ship-by-date, and will be cancelled in 48 hours. This email may be helpful because it tells you why your order was cancelled by Google, and how to prevent such cancellations in the future.
Order automatically cancelled notifications
Order automatic cancelled notification emails lets you know of orders that have been cancelled because they were not shipped within 5 days of their ship by date. This email is helpful because it tells you why their order was cancelled by google and how to prevent such cancellations in the future.
Order cancellation request notifications
Customer service-issued refund notifications
Customer service-issued refund notifications will let you know when Google Customer Service has refunded an order or product without a return shipment. This will allow you to open a dispute with the carrier if necessary. These refunds may be issued for the following reasons:
WRONG_ITEM: Incorrect item sent
DAMAGED: Item damaged
EXPIRED_ITEM: Item expired
FAULTY_ITEM: Item defective
ITEM_MISSING: Item missing
STORE_PACKAGE_MISSING: Package missing
TRANSIT_PACKAGE_MISSING: Package missing
UNSUCCESSFUL_DELIVERY_UNDELIVERABLE: Package could not be delivered
When you enable return notifications, you’ll receive emails with consolidated updates on returns that require your action. You will receive the following types of notifications:
Return delivered notification
You’ll receive this notification when an order has been returned to your specified returns location. From here, you’ll need to process refunds, where relevant. If a refund isn't processed within 2 days, it may be processed automatically on your behalf and deducted from your merchant center account balance.
Pending return notifications
Pending return notification emails let you know that you have return tasks that are at SLA. Pending return notifications send you a daily email informing you of returns pending processing or pending return requests.
Overdue return notifications
Outstanding return notifications email lets you know that you have return tasks that have passed SLA. Outstanding return notifications send you a daily email informing you of returns overdue processing or overdue return requests.
Performing your return actions within SLA is essential for your performance score on Buy on Google. Learn more about retailer standards and policies
To enable order notifications:
- Sign in to your Merchant Center account.
- Click the tools and settings icon , then select "Account Access".
- In the “Users” section, click on each email address that should receive orders notifications.
- In the “Email notifications” section, toggle the switch for “Orders” or "Returns" on.
- Click Save.
Need help? Click here to contact Buy on Google support.