Norton™ Shopping Guarantee - FAQs

Merchant Questions

  1. Why should merchants use Norton Shopping Guarantee?
  2. What does the Norton Shopping Guarantee program do?
  3. Why is Norton Shopping Guarantee a must have for emerging merchants too?
  4. How much does Norton Shopping Guarantee cost?
  5. What are the minimum requirements to become a Norton Shopping Guarantee Merchant?
  6. How do merchants install Norton Shopping Guarantee?
  7. What does the 3-in-1 Guarantee cover?
  8. For how long is the 3-in-1 Guarantee valid?
  9. How does Norton Shopping Guarantee protect merchants from fraudulent buyers?

Buyer Questions

  1. Does the Norton Shopping Guarantee cover international buyers too?
  2. How can a buyer confirm a site is really a Norton Shopping Guarantee Merchant?
  3. If a buyer has a problem transaction, how is a Purchase Guarantee claim reported and resolved?
  4. When does Norton Shopping Guarantee get involved in a purchase dispute?
  5. How long do Benefit Claims typically take to resolve?
  6. How are outstanding Purchase Guarantee claims closed out?
  7. What benefits are included in the Norton Shopping Guarantee?

Merchant Questions

1) Why should merchants use the Norton Shopping Guarantee program?

Norton Shopping Guarantee is designed to provide shoppers added confidence and value – via a Guaranteed Shopping experience.

The added confidence and value merchants provide buyers with Guaranteed Shopping translates directly and immediately into higher website profitability and increased customer satisfaction.  This program is proven to increase website conversion and sales and overall site profitability. Merchants also enjoy longer term benefits including increased buyer loyalty and increased repeat buyer rates.

We guarantee for every dollar you invest in Norton Shopping Guarantee you will get a minimum of $20 in incremental top line revenue. We will prove the 20x ROI during the free trial using best practices a/b testing methodology. Using the Norton Shopping Guarantee program can make ecommerce businesses much more successful.

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2) What does the Norton Shopping Guarantee program do?

It turns internet shoppers into buyers by increasing buyer confidence and providing buyers added value through a tangible, third party guarantee.  The Norton Shopping Guarantee program enables merchants to provide their buyers with a free Guarantee that includes:

  • $10,000 Identity Theft Protection
  • $1,000 Purchase Guarantee
  • $100 Lowest Price Guarantee

Guaranteed Shopping increases merchant profitability and buyer satisfaction.  All the terms of the 3-in-1 Guarantee can be found here.

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3) Why is Norton Shopping Guarantee a must have for emerging merchants too?

Being an internet merchant is tough, but the deck is really stacked against those competing against the biggest merchants. The economics put them at a huge disadvantage:

  • They pay more for inventory
  • They pay the same costs for advertising
  • Shoppers feel less confident buying from them

While Norton Shopping Guarantee can be used by the biggest ecommerce merchants on the internet, it’s even more valuable for the other 500,000+ ecommerce merchants on the internet.  To compete effectively, smaller merchants must close the consumer confidence gap and a Guaranteed Shopping program is the single best way to do this.

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4) How much does the program cost?

Pricing is based on sales volume and the additional sales generated by the Norton Shopping Guarantee program.  Merchants are guaranteed to receive a 20x ROI when using our program.

Simply put, Norton Shopping Guarantee doesn’t cost merchants anything: For every dollar you invest in Norton Shopping Guarantee you will get a minimum of $20 in incremental top line revenue. Every day that a merchant is not using Norton Shopping Guarantee costs them serious money in lost profit opportunity.

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5) What are the minimum requirements to use this program?

To be eligible, a merchant must have a track record of success, be financially stable and committed to delivering on the promises they make their buyers.

For merchants interested in finding out if they qualify, call us at 1-855-822-2827.  We will ask for some basic information about the business and business owner (for privately held companies)

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6) How do merchants install Norton Shopping Guarantee?

We will provide merchants with three small snippets of HTML code that enable the install of all three graphical elements – the Seal, Conversion Kicker and Guarantee Notification.  Installing the entire program typically takes less than one hour.

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7) What do the Norton Shopping Guarantee benefits to buyers cover?

The Guarantee includes:

  • $10,000 Identity Theft Protection
  • $1,000 Purchase Guarantee
  • $100 Lowest Price Guarantee

For a complete description of the 3-in-1 Guarantee terms, click here.

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8) For how long is a Guarantee valid?

The Guarantee automatically expires thirty (30) days from the date of purchase.  All benefit claims must be made within thirty (30) days of the date of purchase in order to keep benefits, even if all the terms of sale are not yet fulfilled. Once a valid benefit claim is made, coverage applies until the claim is resolved.

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9) How does Norton Shopping Guarantee protect merchants from fraudulent buyers?

After tens of millions of guaranteed transactions, our claims process is optimized to protect merchants from fraudulent buyers. All claims are investigated by experienced benefit claims professionals. Claimants are required to provide detailed information about their identity and purchase. These procedures put a spotlight on both parties and the transaction as a whole to ensure that everyone is held accountable for their actions, including false allegations.

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Buyer Questions

1) Does the Norton Shopping Guarantee cover international buyers too?

Yes, the Norton Shopping Guarantee applies to all buyers regardless of where they are located in the world.  Note that the Identity Theft Protection benefits vary for US residents and non-US residents.

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2) How can a buyer confirm a site is really a Norton Shopping Guarantee Merchant?

For sites displaying a Norton Shopping Guarantee Seal, simply click on it to verify.

If you believe that you have encountered a merchant inappropriately representing themselves as a Norton Shopping Guarantee Merchant, please report it to our fraud department..

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3)  If a buyer has a problem transaction, how is a Purchase Guarantee claim reported and resolved?

In the rare instance that a buyer has a problem with a guaranteed purchase, we recommend that the buyer first contact the merchant directly to attempt to resolve the matter. Typically, buyers and merchants can quickly resolve typical issues on their own without our intervention.  If a buyer and merchant are unable to reach resolution, buyers can “Make a Guarantee claim” on the main page of the Buyers section of our website.

Once a Purchase Guarantee claim is reported, we provides free Problem Resolution services through which buyers and merchants can “talk to” each other using a moderated online communication area.  If the problem can’t be worked out, our Problem Resolution Specialist can assist in finding a solution.  For problems where a mutually satisfactory  resolution cannot be found, or upon the request of either party, we will refer the matter to our Claim Services, Inc. for a final coverage ruling.

We have had a great deal of experience with making this a process that the overwhelming majority of both merchants and buyers really like. It helps resolve disputes in a structured way that typically results in both parties pleased with the outcome.  For merchants, this process also helps reduce credit card chargebacks as the Problem Resolution process gives buyers an alternative avenue for getting their problem resolved in a fair and impartial manner.

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4) When does Norton Shopping Guarantee get involved in a purchase dispute?

We will only become directly involved in a dispute when either a merchant or a buyer requests our assistance.

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5) How long do Benefit Claims typically take to resolve?

  • For Purchase Guarantees, problem resolution should take no longer than two weeks and frequently, it is much faster.
  • For Lowest Price Guarantees, benefit claims processing typically takes 5 to 10 business days.
  • For Identity Theft Protection, buyers are put in contact with remediation specialists as quickly as possible, typically within 1 business day.

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6) How are outstanding Purchase Guarantee claims closed out?

Only buyers and our customer support representatives may close out an outstanding Purchase Guarantee claim. If a merchant feels that a dispute has been resolved, they should post an update to the dispute which contacts the buyer to request that they close the dispute.  Alternatively, Merchants may contact us at CustomerSupport@NortonShoppingGuarantee.com and request a claim be closed. Our personnel will also routinely contact buyers to help facilitate resolution of  claim and can then determine if a dispute has been resolved for closure.

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7) What benefits are included in the Norton Shopping Guarantee?

In most cases, the following benefits are included with the Norton Shopping Guarantee: ID theft Protection, Purchase Guarantee and Lowest Price Guarantee. However, some benefits may not be available from all stores. Refer to the store’s website and click on the Norton Shopping Seal or check your guarantee confirmation to verify benefits details and availability.

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