Google’s Resolution Process

Novo Justice Blog by Colin Rule

Much buzz this week in ODR circles about Google’s announced program for trusted stores.

Their resolutions component is welcome, though it seems a little thin – not sure how it will scale:

“In the situation that you have contacted the merchant, but were unable to reach a resolution about your eligible issue, you can get Google’s help.

When resolving an order issue, Google refers to the merchant’s policies and terms of service. Merchant’s policies can include items which may not be returned or cancelled, or must be returned before receiving the refund, restocking fees, return shipping fees, and cancellation fees. Please review the merchant’s policies prior to filing an issue.

Google’s process for resolving your issue is as follows:

You contacted or tried to contact the store, but were unable to resolve your eligible issue.
You contact Google through your Google Trusted Stores Customer account about the issue.
Google contacts the merchant with the details of your report.
At this point, a few things could happen:

You and the merchant agree upon a resolution:

The merchant will update the report in their Google Trusted Stores account and you’ll be notified of this via email. If you agree with the proposed resolution, the issue is closed.

You disagree with the proposed resolution:

You can let us know in your account by viewing the Order Details page for the order and clicking Issue is not resolved. The issue will escalate to Google for final resolution.

The merchant does not update the report in their account:

The issue will automatically escalate to Google for final resolution.

If the issue is escalated to Google, Google will follow this plan to determine a final resolution.“
I’ll try to learn more.

                       

Colin Rule

Colin Rule is CEO of Resourceful Internet Solutions, Inc. ("RIS"), home of Mediate.com, MediateUniversity.com, Arbitrate.com, CaseloadManager.com and a number of additional leading online dispute resolution initiatives.  From 2017 to 2020, Colin was Vice President for Online Dispute Resolution at Tyler Technologies. Tyler acquired Modria.com, an ODR provider that Colin co-founded,… MORE >