Shopping Actions: Resources for managing your business during COVID-19

March 31, 2020

Below, we’ve consolidated resources around managing your orders and business for Shopping Actions during the COVID-19 pandemic. Check the Announcements section often for updates as we continue to adapt to changing circumstances.

What you can do

Tools to manage changing demand

  1. Review your estimated delivery date settings often to ensure your handling and transit times accurately reflect your current capabilities.
  2. Ensure your offers reflect the true inventory available for Shopping Actions by:
  3. If you receive an order for an item that is oversold, update the item availability and cancel the order immediately using the appropriate reason code of “product unavailable” in Merchant Center or “noInventory” via the Content API. Do not use the cancellation reason of “other”.
  4. Make sure that you’re prepared for managing returns. We’ve extended the return widow to 45 days.
    • Items that can be safely returned will follow the standard process.
    • Items that can’t be returned due to safety reasons (if a package is larger than a letterbox, or if the customer doesn’t have a printer available) will be delayed until after quarantines are lifted.
    • Items that can’t be returned due to closure of business will be delayed until after quarantines are lifted.
  5. Know that deliveries by La Poste to specific postal codes are temporarily suspended. Refer to this page for a detailed list of affected postal codes. If you’re impacted by these restrictions, you have the possibility to exclude affected postal codes from your delivery service by creating delivery zones.

Adjustments to Retailer Standards

We understand managing increased demand during this challenging time may strain your supply chain, and we want to offer our partnership for Shopping Actions. We’ve taken the following actions to help preserve your score and allow more time for updating your processes:

  • We’ve removed all Retailer Standards defects that have occurred or will occur between March 10, 2020 and April 1, 2020.
  • Removed Retailer Standards defects for items shipped on-time, but delivered late for orders with promise dates between April 2, 2020 and October 31, 2020.

Use the tools in the other sections of this document to make sure you’ve done everything you can to preserve the customer experience and your future Retailer Standards scores.

Additional resources

If you’re facing difficulties during this time and you’re not able to accept or fulfill new orders, we’re here to help you maintain a positive relationship with your customers.

  1. Pause your store: You may request that your store be placed on pause to prevent new orders. If you decide to temporarily pause your store or cease to process Returns, fill out this form. Once you’re ready to reactivate your store or begin processing returns again, you can request to do so using this form.
  2. Establish a max order cap: We can place a temporary limit to the amount of orders you receive each day. Let us know the max number of orders you’d like to receive.
  3. Remove select inventory: We can take down high demand or oversold offers on your behalf. Let us know which items you’re having trouble fulfilling and we’ll assist by taking down the inventory until conditions improve.
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