How to Become a Google Trusted Store

The Google Trusted Stores program helps customers to easily identify sites that offer quality shopping experiences according to the program's performance standards. These standards are based heavily on shipping reliability and quality customer service. Eligible stores are awarded a Google Trusted Stores badge, which appears on the website and offers additional information about the site and its reputation.

Contents

Getting Started

In order to participate in the Google Trusted Stores program, you’ll need to use a Gmail account to sign up for the program here. The Volusion integration with Google Trusted Stores requires API access, therefore it is only available to merchants with Pro store plans and above. Your store must also have an SSL certificate installed, and must be based in the United States, United Kingdom, Australia, France, Germany, or Japan.

Once you've signed in to Google Trusted Stores with your Gmail account, you'll be redirected to the Google Trusted Stores Setup landing page. To submit an application, you’ll need to complete the following tasks:

  • Account Setup: Provide your business information and digitally sign the program agreements.
  • Google monitoring period: Submit your Google Trusted Stores application to Google and begin the required qualification period.

To get started with the account setup process, select a country from the drop-down menu and click Start account setup.

Eligibility Requirements

Note that Google has multiple eligibility requirements that you must meet in order to become a Google Trusted Store and display the badge on your storefront. Be sure that your business meets the minimum requirements listed in the Verify Eligibility setup step before digitally signing the Program Agreements.

Some notable requirements include:

  • Your store receives at least 600 qualifying orders over a 90-day rolling basis.
  • Your store has an SSL certificate installed.
  • Your store does not sell restricted products or services.
  • Your store’s customer support team will respond to all customer escalations within one business day.
  • Your store can provide accurate estimated ship dates for all non-backordered items.
  • Your store’s shopping cart pages are not hosted on a separate domain.
  • Your store’s checkout pages are encrypted (only accessed using HTTPS).

Additional information on qualifying orders and program requirements are listed on Google's own Merchant Guidelines page. Note that merchant guidelines and eligibility requirements are subject to change at any time.

Set Up Google Trusted Stores in Your Admin Area

If this is the first time you've certified your Volusion site with Google Trusted Stores, you'll automatically be using the latest version of the integration (2.0). If you certified your store with an older version of the program (1.0), see below for instructions on upgrading to the current version through your store's Admin Area.

In order to send order information to Google from your Volusion store, you should have your Google Trusted Store ID and your Google Merchant Center account number (if applicable) on hand. Once you’ve completed the account setup process for Google Trusted Stores, you can view your Trusted Store ID on the Merchant Dashboard > Home page.

    1. In your Admin Area, go to Inventory > Import/Export.
    2. Click the Volusion API tab.
    3. Under Google, click Google Trusted Store.
    4. Select Enable Google Trusted Stores to activate the Google Trusted Stores fields.
    5. Type your Google Trusted Store ID in the provided field.
    6. If you also use Google Shopping, enter your Google Merchant Center account number (or your Google Merchant Center subaccount ID for the store) in the Google Merchant Acct. No. field.
    7. From the Merchant Country menu, select your country.
    8. From the Site Language menu, select your language.
    9. In the Estimated Days to Ship field, select the typical number of days that it takes you to ship items after they are ordered. Note that this number will serve as the default value, but you can also set custom Estimated Days to Ship for individual products under Advanced Info > Shipping. It is important that this value is accurate at the time of setup; see Ensure Accurate Estimated Days to Ship below for more information.
    10. In the Estimated Transit Days field, select the typical number of days that it takes for items to reach their destination after they are shipped. It's important that this number is accurate at the time of setup, as it will serve as the default value. If your ship times will vary depending on the method chosen at checkout, you should also set custom values for Estimated Transit Days in the Advanced Settings section of individual shipping methods.
    11. Click Save.

Upgrading from a Previous Certification

We recommend that all Google Trusted Stores users upgrade to version 2.0 at their earliest convenience, as Volusion cannot guarantee continued support of older certifications.

When you log in to your Admin Area and visit Inventory > Import/Export > Volusion API > Google Trusted Store, you will see a prompt to upgrade. To proceed, click Upgrade Now. Once the process completes, you will receive a success message.

Upgrading to Google Trusted Stores 2.0 causes the following changes to occur:

  • Your product feeds will be removed from Google.
  • Your Google Trusted Stores Acct. No. field will be replaced by a Google Trusted Store ID field.
  • You will now see the Estimated Transit Days field referred to in the previous section.

From this point, note that you may have to take additional steps to ensure a smooth transition to the new program. Please review the previous section to ensure that you have completed all steps, and read on for further considerations.

Ensure Accurate Estimated Days to Ship

Volusion highly recommends setting the Estimated Days to Ship variable on each individual product, as well as setting the Estimated Transit Days value for each shipping method customers can choose at checkout. You should assign these values before you complete your Google Trusted Stores account setup and application, as there are certain shipping-based performance metrics that Google uses to determine whether or not your store will display the Google Trusted Stores badge.

Google's performance metrics require the following for Google Trusted Stores:

  • At least 90% of orders must be shipped by the estimated ship date. Note that the estimated ship date is a value that gets passed from your store to Google. It's determined by the value you selected for a product's Estimated Days to Ship. If this field is not configured for an individual product, it will default to the Estimated Days to Ship number you selected on the Google Trusted Stores page of your Admin Area.
  • At least 80% of orders must be delivered on-time. Google collects shipping feedback through customer surveys, then compares it with an order's calculated "Estimated Delivery Date" value to determine whether or not it was delivered on-time. The "Estimated Delivery Date" is the sum of a product's Estimated Days to Ship and the shipping method's Estimated Transit Days. Google calculates your store's on-time delivery percentage by evaluating customer feedback over a 90-day rolling period.

If you complete your application without accurate Estimated Days to Ship and Estimated Transit Days, your performance metrics may be adversely affected, which will prevent the Google Trusted Stores badge from displaying on your site.

To configure the Estimated Days to Ship on an individual product, go to the product's Advanced Info > Shipping section and enter the estimated number of days (1-14) in the Estimated Days to Ship field.

To configure the Estimated Transit Days for an individual shipping method, go to the shipping method's Advanced Settings section and enter the estimated number of days (1-14) in the Estimated Transit Days field.

Testing Your Google Trusted Stores Code

As a part of the Google Trusted Stores implementation, Volusion automatically adds the required Google Trusted Stores Badge Code and Order Confirmation Module Code to your store when you check the box to Enable Google Trusted Stores.

In order to complete your Google Trusted Stores application, Google requires that you test the associated code in all major browsers, a process that can be completed within the Google Trusted Stores Setup page. To do this, you will need to log in to your Merchant Dashboard and proceed through the following testing steps for IE, Firefox, and Chrome. You will also need to place an order in all major browsers in order to test the Order Confirmation Module Code.

Important Note from Google

To be eligible for the Google Trusted Stores program, you must validate that the Google Trusted Stores code functions consistently across all common browsers.

  • Sign in to your account at www.google.com/trustedstores/sell
  • Under Account Management, click on Stores.
  • Click the Test button for each store.
  • Follow the steps in the JavaScript validation instructions dialog box. (Note that this will include a URL that you will copy and paste into each browser. You will need to place real orders to pass the validation.)
  • Testing must be conducted in the following browsers:
Browser Version(s)  
Chrome Any version Required
Internet Explorer Version 9+ Required
Firefox Any version Required

Learn more at support.google.com/trustedstoresmerchant/answer/6063088?hl=en

Testing the Badge Code

    1. Under Trusted Stores > Merchant Dashboard, locate the Store Integration section and click Go.
    2. Scroll to the bottom of the page and find the table with your store(s) listed.
    3. Click the Test button next to your store name to display the JavaScript validation instructions dialog box.
    4. Click Browsers to test, then copy and paste the provided URL into a separate tab or browser window.
    5. A preview of your site will load with a preview Google Trusted Stores badge, and a notification of your code status will appear in a yellow bar across the top of your preview storefront. Click Badge testing instructions to read and follow the additional guidelines. Be sure to follow the same process for all three major browsers (IE, Firefox, and Chrome).

Testing the Order Confirmation Module Code

Follow the steps outlined in the previous section and use the Order confirmation module testing instructions.

To test the Order Confirmation Module Code, you must place one qualifying (credit card or PayPal) test order on your store in each of the major browsers. For your qualifying orders to count as an Order Confirmation Module Code test, you must ensure that the yellow validation bar appears at the top of your storefront when placing the order.

Once you've placed the test orders, you can cancel the order and select a Google Trusted Stores reason for cancelling.

'Google Shopping Item ID is missing' Warning

This warning will appear for any pages of your site that have more than one product listed (ex. category pages). These warnings are only informational and can be ignored.

Doctype Error

Note that <!DOCTYPE html> must be the first line in the html template code for your store. If this is not the case, you must move the DOCTYPE line of code to be the first line in your template.html file.

Completing the Google Trusted Stores Setup

Once you have completed the account setup and technical integration for your Google Trusted Stores account, the Apply Now button will be active. Click Apply Now to submit your application.

Google will notify you when the Google Trusted Stores badge is ready to go live on your site. Note that your site will remain in monitoring mode while Google tests your site's integration and data quality.

Troubleshooting the Google Trusted Stores Setup

If you're having trouble setting up the Google Trusted Stores integration, create a support ticket describing the issue and the troubleshooting steps you've taken.

Customer Service Preparation

While your site is in monitoring mode, Google recommends that you prepare your customer service team by informing them of the Google Trusted Stores shopper protection and issue escalation process.

What Order Data Gets Sent to Google?

The Order Confirmation Module on your store checkout page will only send data to Google for orders that are paid via credit card and PayPal. All other orders (paid via PO, Cash, Check by Mail) will not be sent in the Order Confirmation Module. Additionally, since Phone Orders and POS orders do not hit the Orderconfirmation.asp page of your store, information on these orders will not be sent to Google.

Order Cancellation Process for Google Trusted Stores

A new dialog box appears during the order cancellation process for all stores that have Google Trusted Stores enabled.

When you go to cancel an order with Google Trusted Stores enabled:

  1. From the order's Status menu, select Cancel Order.
  2. In the Select your reason for cancelling dialog box, select a reason from the drop-down.
  3. Click OK to complete the order cancellation.

Note that the Select your reason for cancelling dialog box will only appear for qualifying Google Trusted Stores orders. Cancelled orders that were placed before Google Trusted Stores was enabled in your store will not trigger the dialog box. Phone Orders, Point of Sale orders, and any orders placed using a payment method other than Credit Card or PayPal do not qualify.

Additionally, note that declined credit card orders will not be sent to Google.

Informational Page Requirements

When entering your Business Information on the Google Trusted Stores Setup page, you will be asked to enter the URLs of relevant informational pages on your site.

Volusion provides the following built-in pages:

  • Customer Support: /aboutus.asp, if your customer contact info is available on your store's About Us page.
  • Privacy Policy: /terms_privacy.asp (Be sure to include information on Google's cookies in your store's Privacy Policy. Details on this information can be found in the Google Trusted Store Merchant Guidelines.)
  • Terms of Service: /terms.asp
  • Returns Policy: /returns.asp
  • Shipping Policy: /help.asp (Volusion recommends that you include your Estimated Days to Ship information in the relevant articles of your Help page. See Help Text for information on updating your store's help articles.)