Google Trusted Stores for e-commerce websites

Last updated: Wednesday January 30th 2013
Reading time: 5 minutes

Shop with confidence with Google Trusted Stores

The Google Trusted Stores program helps shoppers feel confident in their purchases across the web. Google allows merchants who meet certain shipping and customer service performance metrics to participate in this free program. Participating merchants display the Google Trusted Store badge on their web sites.

 

Opt in for Free Purchase Protection

Google also offers free purchase protection to customers who order from these stores and opt in for the program. There is no fee or charge to opt in for free purchase protection from Google Trusted Stores. Purchase protection with Google Trusted Stores means that if there’s an eligible issue with your order and you cannot resolve it with the retailer, you can request Google’s help. Google will work with you and the merchant to resolve the issue. Learn more about free purchase protection from Google.

After completing a purchase with a Google Trusted Store, some users will be offered the chance to opt the order into free purchase protection from Google. If you opt in, the merchant will share your order information and email address with us. We’ll send you an email with the details of your order, the merchant’s contact details, and a link to contact Google in the event of an issue. At this time, the ability to opt in for purchase protection is only available at the time of purchase.

Resolving issues

If an issue arises with your order, or if you have questions, here’s an overview of what to do:

  1. Contact the store directly. Participating stores have the opportunity to first address your questions or concerns. Contacting the store directly is usually the fastest and most effective way to get issues resolved and questions answered. Learn more about reporting an issue.
  2. If you still need help, contact Google.If you’ve contacted the store and need additional help, you can ask for Google’s assistance by setting up your Google Trusted Stores customer account. Or, if you’ve already set up your account, go directly to your customer account. To report issues in your account, you have 60 days after you place your order.After you’ve reported an issue with your order to Google, we’ll contact the store on your behalf. The store may contact you to resolve the issue.If the issue remains unresolved, Google will determine a resolution, which may include a full refund of the order or item replacement.

The Google Trusted Store badge

The Google Trusted Store badge shows you a detailed report card of that store’s shipping and customer service.

You will see a small Google Trusted Store logo displayed on a participating merchant’s website. Move your mouse over this logo to expand the badge to show key statistics on the merchant’s shipping reliability and customer service, as well as the number of transactions the data is based on.

You can also minimise the badge for the rest of your shopping, by clicking on the “X” on the badge.

Google allows merchants who meet certain shipping and customer service performance metrics to participate in the program. Learn more about how merchants are evaluated.

Verifying merchants

To verify that a badge is authentic, expand the badge and click the Verify link that appears. You will see a badge verification page.

Important: Verification pages will always be hosted on the domain google.com. You should check your browser address bar to ensure your browser is on google.com and that the displayed domain on the verification page is for the domain of the Google Trusted Store you’re shopping at.

About the author
Laurence

I am a 27-year-old WordPress web designer and SEO consultant based in Banbury, Oxfordshire, UK. I have designed and maintained sites with over 20,000 pages on large corporate websites, smaller small business sites, and tiny personal websites and blogs. I provide freelance WordPress web design services in my evenings and weekends and also work full time at Toast Design in Banbury. You can connect with me on Twitter, Facebook and on Google+.