Manage issue escalations

As part of the requirements for participation in the program, you must manage any customer escalations (issues) escalated through the program. When a customer reports an issue in the Google Trusted Stores customer account, an ‘issue’ is created in the Google Trusted Stores merchant account.

The Google Trusted Stores merchant account overview

Logging in

The Google Trusted Stores merchant account is located at http://www.google.com/trustedstores/sell

If you are unable to login, or forgot your account login, please contact your account administrator. If you are the account administrator and cannot log in please contact us. Please contact the person who set up your account to verify the login details for your account. If this does not resolve your issue, please contact us.

The account

The Google Trusted stores account consists of 4 main sections: Complaints, Refund Requests, Late Orders, and All Orders. These sections are only visible for merchants who have completed the monitoring period and are participating in the program.

The Complaints Tab

Actions required: Resolve and close customer complaints in 4 business days.

When a customer escalates an issue through their Google Trusted Stores customer account, an email notification is sent to the notification email address provided during account set up and a complaint entry is created in your account.

The Complaints tab is where all open escalations from customers, as well as the resolution due dates, are displayed. Complaints can be marked as resolved directly on this page, or you may click into a specific complaint to see more details.

By clicking into a specific complaint, you can learn more details about the escalation. Additionally, you can mark an escalation as resolved, provide a tracking number for the order, or tell us that the order was cancelled. Please know if you tell us that an order was cancelled or you provide a tracking number, you will still need to update the resolution field to close the complaint.

Note: All comments entered in the text box will be shared with the customer. All resolved complaints will send an auto-email notification to the customer.

The Refund Requests Tab

Actions required: Refund customers and close the refund request in the specified time period.

When Google investigates a case and determines that a customer is owed a refund under the program Terms of Service, an email notification is sent to the notification email address you provided and a refund request entry is created in your account.

The Refund Requests tab is where all open refund requests from Google, as well as the due dates, are displayed. Refunds status can be updated directly on this page, or you may click into a specific refund request to see more details.

Just as with issue resolution, all refunds should be handled through your normal process and then update the status of this case in your Google Trusted Stores merchant account.

Note: All comments entered in the refund code text box will be shared with the customer. All closed refund requests will send an auto-email notification to the customer.

The Late Orders Tab

You may wish to check this tab periodically, but there is no required actions on this tab.

The Late Orders tab displays orders that are beyond their estimated ship date or that do not have a tracking number. While there are no required actions on this tab, a large amount of orders here could indicate a problem with the data feed of shipping tracking numbers you submit to Google or with order fulfillment.

In this section, you can update tracking numbers for these orders if they become available. However, in most cases, we recommend updating multiple tracking numbers via your feed.

The All Orders Tab

The All Orders tab displays all Google Trusted Stores protected orders from your site. This data is provided for reference and there are no required actions on this tab.