Frequently Asked Questions

Below is a collection of frequently asked questions about the SiteTrust Network. If you can't find the answer to your question here, feel free to contact us.

Merchant FAQ

Consumer FAQ

What is SiteTrust Network?
SiteTrust Network was launched in May 2007 to help online merchants increase visitor confidence in their websites. Approved merchants can place seals on their store that visitors can click on to view their site details along with visitor submitted feedback.

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What is a site seal verification report?
The SiteTrust Network website report provides details about a merchant website. The details include a description of the site (written by the merchant) along with details such as how long it has been in business. Third party metrics such as the website's Google PageRank and Alexa Rank are also provided. For merchants who enable this option, visitor feedback comments and ratings are also outlined in the report. A sample website report can be viewed here.

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Where can I find examples of website seals?
A selection of website seals can be found here. A wide range of image seals are available to accepted websites. Webmasters can also use text links (typically to encourage customers to submit feedback) in emails and other customer correspondence.

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How do I display my seal over a secure server?
To display our seal on a secure page, in the HTML code for our seal, change the image reference from http:// to https://.

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What type of websites is the SiteTrust Network suitable for?
Companies that sell products and services online will benefit the most from placing an SiteTrust Network seal on their website. This program is also suitable for websites that require a certain level of trust from its visitors. This may include social network sites, and other services that store visitor information.

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Can I submit a non-English language website?
Non-English websites can be submitted if we can successfully view the website in English using the Yahoo! Babel Fish translator. Please be aware that our feedback report pages and trust seals are currently only available in English.

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How much does membership cost?

Membership costs USD $59.00 per year.  This covers all trust seal and feedback services. The first year's cost is inclusive of the application fee. A 10% Goods and Services Tax (GST) is applied to accounts registered in Australia. Listed prices do not include GST.

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Do you have a money back guarantee?
Yes. All new memberships come with a 30 day money back guarantee. You can cancel your account at any time within this period, and receive 100% of your money back.

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What do I receive with my membership?
Your membership provides access to trust seals, as well as the ability to accept and display validated feedback on your site. All feedback submissions are manually checked by our staff prior to publication. Member sites are also displayed in our directory of approved sites. View our Services page for more information.

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What are the acceptance criteria for a site seal?
The criteria for acceptance by the SiteTrust Network are described on the Acceptance Criteria page.

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What is the application process for a seal?
First, you complete the sign up form. You are then given a username and password with which you can monitor your application details. Within one business day a SiteTrust Network staff member will respond to the application.

If the application is accepted you will be notified and will be given full access to our services. Your web site would then also be listed in the SiteTrust Network's directory of approved sites.

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What happens if my site is not accepted?
If your application is not accepted, you will be notified of the decision and the reasons behind it. You will then have the opportunity to modify your site to meet the criteria, and then resubmit it for no extra cost. Alternatively, you can opt to receive a full refund.

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Do I have to let visitors post feedback about my site?
No. Some websites may feel that it isn't necessary to enable visitors to post feedback. On the application form, you can state whether you want to enable this feature. You can change this setting at any time once the website has been accepted.

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Can I display customer feedback directly on my own site?
Yes. Providing you use the feedback feed HTML code as provided by us. This enables you to display the latest visitor feedback directly on your website. You can modify the feed to suit the design and layout of your website. XML feeds are also available for advanced users. You may not display SiteTrust Network feedback on your website using any other means without our explicit consent.

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What if someone posts unfair or erroneous feedback about my site?
All visitor submitted feedback is first validated by the system, and then by a member of SiteTrust Network support prior to being published online. The feedback rating is also not included in the site's overall rating until it has been validated both by the system and by a member of SiteTrust Network support.

If you feel erroneous feedback has been submitted, then you may contact SiteTrust Network support and the visitor feedback will be reviewed. SiteTrust Network support has full discretion regarding what submitted feedback to accept or discard.

If you feel the feedback is unfair, or you wish to respond to the visitor's comments, you can submit a response through the Merchant Account area. Your response will be published directly below the customer's comment on your feedback page. An example of this can be viewed here.

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Can I update my listed details?
Yes. By logging into the merchant account area you can modify the site details that are displayed in your site report page at any time.

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I own a number of sites, can I submit multiple applications?
Once you have submitted a site seal application you can log into the merchant account area and submit additional applications using the same user account. You can manage these accounts using the same username and password.

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Why do I have to pay to have my seal renewed each year?
The site seal fee pays for a number of services. Apart from the initial application, it also covers admin fees concerning validating submitted visitor feedback for your site as well as hosting and bandwidth fees for your site seal and report page. All accepted sites are also featured in our directory of approved sites. The first year payment does not exceed annual renewal fees in order to encourage web site owners to submit a website for approval.

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Do you accept applications from adult related sites?
We accept adult related stores and sexual health related websites, but we do not accept pornographic websites.

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How frequently are website metrics like PageRank and Alexa Rank updated?
Alexa metrics that we publish are checked once a month for updates. PageRank data is checked once every two to three months.

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How frequently are the website thumbnail images updated?
The website thumbnails are refreshed by our third party provider approximately once a month. Members can update the thumbnail themselves by logging into the account area and clicking on 'Edit Details' next to their website name.

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How can I be sure that a web site seal is valid?
Given the fact that a webmaster could place a site seal on his/her site without being validated by us, the best way to validate the seal is to click on it to view the site report. The features to look out for are:

  • Make sure that the site report page has a SiteTrust Network domain name: sitetrustnetwork.com (or etrustnetwork.com).
  • Verify that the site report is in fact for the web site in question. Numerous links back to the member site are provided. By clicking on one of them you can verify that you are taken back to the web site in question.
  • Check that the thumbnail image of the website displayed on the validation page matches the website in question.
  • If you still have doubts, you can contact a member of SiteTrust Network support to make an enquiry.

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Why must I submit my email address when submitting feedback?
SiteTrust Network relies on the validity of the information contained in our network. This includes information provided by online merchants as well as feedback submitted by site visitors. Visitor email addresses are recorded when they submit feedback to help ensure that feedback is only submitted once per person per web site. Your email address is never disclosed to the website owner, and only on rare occasions will we contact you regarding your submitted feedback for confirmation purposes.

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Do you guarantee the trustworthiness of member sites?
While we make a genuine effort to ensure that every site we approve is trustworthy and reliable, we can make no guarantees regarding the validity of every site in our network. More information can be found in our terms and conditions.

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What if I feel a SiteTrust Network site does not deserve membership?
If you feel an approved member web site is not up to the standards of this network, you can contact us submitting a complaint regarding that site. A member of SiteTrust Network support will then review that web site, given your feedback, and determine what course of action to take. SiteTrust Network has full discretion over what sites can and cannot be members of our network. If we feel the site is not up to our standards then we have the right to pause or terminate its membership.

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