All identity theft questions and claims are handled by our support team. In the event a customer’s identity is stolen anywhere, we’ll provide access to identity recovery services and reimburse expenses up to $10,000 for costs like attorney fees, removing criminal judgments, and disputing credit reports. Here’s how it works:
- First, the customer must register within 30 days of the guarantee being issued.
- The customer opens an identity theft claim within those 30 days.
- We will connect the customer with the appropriate expert to resolve their issue.
If a customer makes a claim about their purchase, it’s an opportunity for you, as the merchant, to resolve the matter and prevent unnecessary chargebacks. How it works:
- First, we direct the customer to contact your support team before opening a claim so you can resolve their problem or answer their question.
- If a customer initiates a claim, we notify you immediately so you can respond through your BuySafe dashboard or reach out to the buyer directly (99.9% of all claims are resolved this way.)
- On the rare occasion you and the customer are not able to reach an agreement, our mediation experts will contact you to evaluate the situation. If the claim is covered by our shopping guarantee, we will provide the applicable payment to the customer.
We are not your customer support, nor do we tell you how to do your customer support. We support your terms and conditions of the sale and will not ask you do to anything you wouldn’t do already.
All price claims are handled by our support team and paid out by Norton Shopping Guarantee. There is no additional cost to you for any price claims paid. How it works:
- First, the customer creates an account and emails our support team a copy of their original receipt along with a screenshot showing the lower price on your website.
- We pay the difference, up to $100, to the customer via PayPal or check within one week of claim approval.
No. If a customer has an issue with an order, we first instruct them to reach out to your customer support channels to resolve the issue and prevent chargebacks. If a claim is opened by your customer, our dedicated claim support team handles it to resolution.
Norton Shopping Guarantee Customer Support