With TrustedSite certification, you can display your high rate of customer satisfaction with Issue-Free Orders. You'll need to implement Purchase Tracking in order to do so, and your issue-free order rate will display on the verification page and verification modal.
You site's issue-free order rate is determined by the number of customers who elect to receive Shopper Identity Protection and participate in collecting feedback.
Once your customers make a purchase and opt-in to the service, they will enter the pending state which you can see in your TrustedSite dashboard. After 7 days, they will receive an email asking them how their experience was with your site. They can select options for Great, Ok or Report an Issue.
If they select Great or Ok, that information is logged for your internal records and displayed in your dashboard. When Report an Issue is selected the customer is prompted to fill out some details that are provided to the merchant in their dashboard as well as via email to the Verified Contact on the account. We recommend using your support email address. Issue content is never displayed publicly.
The publicly displayed "Issue-Free Order Rate" represents the number of issues reported divided by the total number of purchases that have had the opportunity to rate their experience. Or more precisely: 1 - (issues/orders).
For example, your site has 100 orders. 20 customers rate their experience as great, 10 rate it ok, 67 don’t respond and 3 report an issue. The formula would work as follows:
It will only display if the rate is greater than 95% and the site is consistently collecting feedback.