Who fulfills orders, sends customer communications, and leads customer service?
Customers are not buying from Google; they’re buying from the merchant, with Google processing the payment and helping to guarantee customer satisfaction. Merchants will be responsible for fulfilling the order, while Google will be responsible for sending customer communications and leading customer service and returns with users.
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How do I handle orders with Google Shopping Actions?
There are two ways to handle orders for Shopping Actions. With FeedAMP Orders API FeedAMP makes use of Google's Orders API & helps you automatically ingest and update orders using your own ecommerce or order management system. Here are things to ...
How are customer service questions handled?
Customer support will be handled by Google, however merchants must adhere to a required response time SLA of 8 business hours for any customer service issues escalated by Google to their customer service teams.
How is the merchant charged for orders?
Merchants are charged a commission fee for all orders. Prior to accepting the terms & conditions, commission rates can be found in the terms of service in Merchant Center. After accepting the terms & conditions, commission rates can be found on the ...
What customer data will Google share with merchants?
In order to fulfill the order placed, Google will share the customer’s name, shipping address and proxy email with that merchant. If a user opts in to marketing choice, we will also share the customer’s real email address with the merchant.
What is the returns process now that Google is handling customer service and returns with users?
Google-facilitated returns are required for Shopping Actions retailers. Our return process helps provide a consistent and reliable customer experience. To ensure this consistent customer experience, Shopping Actions requires all items to at least ...