Buyer Protection builds trust in online shopping and enables your customers to shop on your website with confidence.
The eTrusted Control Centre gives you access to three reports.
- The "Evaluation" report gives you an overview of your currently active protections and declarations.
- The "Buyer Protection report" shows you how protections, protected order volume, and Buyer Protection cases have developed over time.
- The "Guarantee commission" overview shows your monthly billing for Buyer Protection Excellence.
Open the Buyer Protection reports
- Log in to the eTrusted Control Centre.
- In the main navigation, click on the shield icon ("Buyer Protection") (
). Then select the channel for which you want to analyse Buyer Protection usage (
).
You have now successfully opened the Buyer Protection reports.
Evaluate active protections and declarations
Click "Evaluate" () to open the overview. The Evaluation gives you an overview of your currently active protections and declarations. Two values are shown for each metric:
-
Number (
-
Amount (
): the total value of the orders covered by the protections or declarations
Active protections ()
A protection is active as soon as a customer has applied for Buyer Protection on an order. Buyer Protection usually stays active for 30 days. If no problem is reported within this period and Buyer Protection isn't extended, the protection ends automatically.
Active declarations ()
If a customer reports a problem with their order during an active protection, a declaration is created. You need to process this.
Active declarations are broken down in the evaluation by reason and processing status:
- Non-deliveries: declarations where the ordered goods were not delivered
- Contract withdrawal: declarations related to a cancellation (e.g. a refund that hasn't been issued)
- Declarations to be processed: declarations where a response from you is still pending
- Overdue declarations: declarations where you've already missed the deadline for your response
Since both the reason and the processing status are shown, a single declaration can appear in more than one row. This means the figures shown might not add up to the total number of active declarations.
Current declaration rate ()
The current declaration rate shows the ratio of active declarations to active protections. This rate gives you an idea of how often your customers run into problems.
Analyse how Buyer Protection usage develops
The Buyer Protection report lets you analyse how often your customers use Buyer Protection, how much order volume is protected, and how many declarations arise.
Open the daily view of the report
The Buyer Protection Report displays data from the last twelve months on a monthly basis. To analyse the data for an individual month in more detail, you can open the daily view. To do this, click on the desired month.
Analyse the use of Buyer Protection
The metrics "Nb of guarantees" (), "Total guarantees" (
) and "TS shopping cart" (
) help you understand how often Buyer Protection is used by your customers and the economic significance of protected orders for your business.
Number of guarantees
The "Nb of guarantees" metric shows how many orders were protected by Buyer Protection. Protection is automatically provided for the 45 million consumers registered with Trusted Shops. All other customers can purchase Buyer Protection during the checkout process.
Total guarantees
The "Total guarantees" metric shows the total value of all orders protected by Buyer Protection. This metric allows you to see how much revenue protected orders generate during a specific period.
By comparing the order volume with your total revenue, you can analyse the proportion of protected orders within your overall revenue and assess the economic importance of Buyer Protection for your business.
TS shopping cart
The "TS shopping cart" metric shows the average order value of all protected orders. By comparing different periods, you can identify how basket values develop over time when Buyer Protection is used.
You can also compare this metric with the average basket value of your overall customer base. This helps you determine whether Buyer Protection encourages customers to place larger orders.
Analyse Buyer Protection cases
The metrics "Nb of declarations" (), "Nb of refund applications" (
) and "RAR" (
) help you assess how often problems occur after Buyer Protection has been provided.
Number of declarations
The "Nb of declarations" metric shows how many customers have reported a Buyer Protection case.
This may happen, for example, when:
- the ordered goods have not arrived.
- no refund has been issued after a return.
- your business has filed for insolvency.
This metric therefore provides an indication of how often customers perceive problems with an order. Increasing figures may indicate growing dissatisfaction with your delivery, returns or service processes.
Number of refund applications
The "Nb of refund applications" metric shows the number of Buyer Protection cases in which Trusted Shops considered the declaration to be justified and claimed reimbursement from your business. Goodwill decisions and rejected declarations are not included.
Refund Application Ratio (RAR)
The "RAR" (Refund Application Ratio) compares the number of refund applications with the number of protections provided during a given month.
Increasing values for refund applications or the Refund Application Ratio may indicate that there are genuine issues within your processes and that the problems are not solely based on the perception of individual customers.
If you notice significant changes, take a closer look at the affected periods and compare the development with other metrics from your shop.
To identify possible causes of issues, it is helpful to review your customers’ review comments. The Sentiment Analysis and #trstd Insights can assist you with this. You can learn more about these products in the following articles:
Analyse Guarantee commission
With Buyer Protection Excellence, your customers choose paid Buyer Protection during checkout. Buyer Protection is added to the basket like a product. The fee depends on the order value and the chosen protection period of 30, 60, 90, or 120 days. Your customers pay the fee to you first. You then settle the fees with Trusted Shops via a commission model.
Click "Guarantee commission" () to open the report. Guarantee commission shows the billing for each individual month.
Protection fees (net) ()
The "Protection fees (net)" shows the fees you received for Buyer Protection Excellence in the respective month.
RAR ()
The "Refund Application Ratio (RAR)" shows the ratio of the number of refund applications to the number of protections in a month.
Commission rate (
)
The commission rate shows the share you receive of the fees for Buyer Protection Excellence. The basis for this is set out in your membership contract. The actual commission rate depends on your RAR and is determined individually for each online shop.
Commission (net) (
)
The "Commission (net)" shows the net amount credited to you for the respective month.