Google have announced a pilot of “Google Trusted Stores” program to give shoppers reassurance when buying on the Internet. The program allows buyers to shop with confidence across the web in the knowledge that they’ll receive reliable, on-time shipping, excellent customer service and Google’s help resolving any issues.
To get the Google Trusted Store badge you’ll need to demonstrate a track record of superb customer service along with a record of shipping promptly. To participate retailers will need to share their shipping information with Google.
Google also offers up to free $1,000 lifetime purchase protection for eligible purchases. If the customer then has a problem with their purchase, either non-delivery, mis-charged orders the retailer doesn’t honour their returns policy or the goods arrive damaged, then Google will arbitrate and work with the merchant and customer to resolve the issue.
Whilst doubtless this program will be restricted to large retailers in the US for the duration of the pilot program it’s an interesting development. Many buyers are happy to purchase from known brands, but why should they trust your website if they’ve never heard of your company before?
With Google backing your customer service and offering free purchase protection if anything goes wrong it’s a pretty compelling reason for customers to purchase from your online store in preference to your competitors who’s sales aren’t backed by the Google Trusted Store promise.