I need to resolve a customer issue

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

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

By clicking into a specific issue, 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.

Learn more about managing order issues.