With Issue-Free Orders, you can display your high rate of customer satisfaction along with testimonials of customers’ experiences to help build visitor trust.
In order to do so, you’ll first need to implement Purchase Tracking. Depending on your settings, your customers may need to opt-in to receive Shopper Identity Protection so that they can provide feedback on their experience.
Once a customer makes a purchase and opts-in to the service, they will enter the pending state, which you can see in your TrustedSite dashboard. After seven days (or a custom amount of days that can be set per site or per order), they will receive an email asking if their experience on your site was great, OK, or bad. There is also an option to report that they have not yet received their order.
If a customer selects great, they will be asked to provide a quick testimonial that you will be able to display on your site with the testimonials trustmark.
If a customer selects OK, they will be thanked and their feedback will be logged in your dashboard.
If a customer says they had a bad experience, they will be prompted to report an issue with details of what went wrong. This feedback is then collected in your dashboard, and also sent via email to the Verified Contact on the account. We recommend using your support email address. Issue content is never displayed publicly.
If a customer says their order hasn’t arrived yet, the email will be resent after 7 days.
Your publicly displayed Issue-Free Orders 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:
1 - (3 [number of issues] / 100 [total orders]) = 0.97 or 97%
Your Issue-Free order rate will display on your verification page and verification modal. You can also display your rate with two trustmarks, the banner trustmark and an engagement trustmark. Your rate will only display if it’s greater than 95% and your site is consistently collecting feedback.