Prepare your customer service team

Share this section with your customer service team to educate them about the program. They'll need to be able to answer any user questions about the program and will need to log into the Google Trusted Stores merchant account to resolve any escalated customer issues.

Quick overview
How it works

Quick overview

  • The Google Trusted Stores program helps shoppers feel confident in their purchases across the web.
  • Merchants are evaluated for inclusion in the program based on many factors, one of the most important being the customer experience they offer. The Google Trusted Store badge is only displayed on sites that have demonstrated excellent shipping, delivery, and customer service.
  • Participating merchants will display a badge in the lower right-hand corner of their site indicating that they are a Google Trusted Store.
  • Customers will have the option to opt in to Google Trusted Stores purchase protection upon completion of their order. Purchase protection is on a per-order basis so each order must be opt-ed in individually.
  • Customer participation in Google Trusted Stores order protection is optional and free.
  • Merchants do not pay to become a Google Trusted Store or to participate in the program.

How it works

Overview

The Google Trusted Store badge lets shoppers know that your store is a great place to shop. To earn the badge, stores work with Google to demonstrate that they deliver orders on time, have low occurrence of customer issues, and resolve customer issues quickly.

The Google Trusted Store badge

Sites that qualify by meeting the program performance standards display a Google Trusted Store badge on each page of their site..

Shopper protection

When customers make a purchase at a Google Trusted Store, they can opt-in to receive free purchase protection from Google of up to $1,000 lifetime protection. When customers opt-in to purchase protection, the store shares the order information with Google. Learn more about purchase protection.

Then, if issues arise, customers can request Google’s help, and Google will work with the store and the customer to expedite the resolution of the issue.

Eligible customer problems include the following:

  • The customer does not receive the correct item
  • The customer’s item is not in the promised condition
  • The customer is billed an incorrect amount
  • The item is not shipped in a timely manner
  • The merchant does not honor their return policies

Issue Resolution

If a customer has an issue with a protected order that they feel can’t be resolved after contacting you or attempting to contact you, the customer can contact Google, through the Google Trusted Stores customer account, for assistance. The two customer support contacts that you’ve provided in your merchant account will be responsible for resolving these escalations and/or responding to Google when we request more detail. To learn more about resolving customer issues, please see Managing Issue Escalations.

Whenever a customer contacts Google through their Google Trusted Stores customer account, an ‘escalation’ is created. We will send you an email each time a customer files an escalation and details of these issues will appear in the Escalations tab of your Google Trusted Stores merchant account (google.com/trustedstores/sell). Please reach out to the customer after you receive this email. If the issue remains unresolved after 1 business day, our team will reach out to you about the escalation. At that time, we will assist you in closing the escalation.

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