AdWords
2.7K members online now
2.7K members online now
Understand Google's advertising policies, including ad approval status and account suspension
Guide Me
star_border
Reply

A somewhat Cryptic Suspension Message From Google...

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Our account has been suspended however it feels like there is something more going on here.

I made some updates to my store and resubmitted my account for a review. I received this response:

"Your account was reviewed again, and it continues to be in violation of our policies, which is why the suspension still holds true.

I certainly understand this is not the resolution that you want .We would like to help you, however the decision to suspend the account was only made after a thorough review of your account.

As outlined in the Terms of Service, Google reserves the right to change, suspend or discontinue any aspect of the Services at any time, including availability of the Services or any Service feature, without notice and without liability. As of now I'm afraid we can't discuss the specific circumstances of any account closure.

Thank you for your support and understanding. "

It is the "we can't discuss the specific circumstances...." part that has me a little freaked out.

We really have poured over the google's shopping terms and do not see anything. I feel as if the suspension is something more however they have not told me I am banned or anything like that or have not made reference that the suspension is permanent.

Can you guys help me interpret this rather cryptic email? Am I being paranoid and this is just standard Google procedure?

Thanks for the help!

2 Expert replyverified_user
1 ACCEPTED SOLUTION

Accepted Solutions
Marked as Best Answer.
Solution
Accepted by MosheTLV (Top Contributor)
February 2016

Re: A somewhat Cryptic Suspension Message From Google...

Top Contributor
# 6
Top Contributor
generally, if there is any chance of reinstatement then
the email sent by google will indicate the steps needed
to reinstate the account.

simply follow all the steps within seven-days of receiving the email.

however, some suspensions are simply permanent.

permanent suspensions typically occur for either severe violations
or multiple violations over time; especially with respect to other
accounts or other sites that were created in a response to other
or previous violations.

unfortunately, if there are no steps that can be taken or
nothing can be done to reinstate the account then, the
(cryptic) email from google will simply not include any
next-steps -- in those cases, the suspension is usually
permanent and if so, nothing can be done to reinstate
the account, site, or merchant -- and any new accounts
or websites would also, eventually, be suspended.

View solution in original post

Re: A somewhat Cryptic Suspension Message From Google...

Top Contributor
# 2
Top Contributor

Hi there;
What was the reason for suspension mentioned in the email received from Google? (Look for this email - it is the key for understanding the issue)
Please share the URL of the site suspended.

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer’

Re: A somewhat Cryptic Suspension Message From Google...

[ Edited ]
Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Hi Moshe,

Thanks for the response.

Here is the reason provided within the original email:

" Dear Google Shopping Merchant,

It has come to our attention that your Merchant Center account (Gottahaveitstore, ID: xxx) does not comply with our Google Shopping Policies available at http://www.google.com/merchants/policies.html"

The URL to my store is: https://gottahaveitstore.com

Any help you can provide is much appreciated!

Re: A somewhat Cryptic Suspension Message From Google...

Top Contributor
# 4
Top Contributor

Hmm... this is a merchant account;

Let me ping a specialist on that.

In the meanwhile, please remove your CID #

@Celebird

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer’

Re: A somewhat Cryptic Suspension Message From Google...

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Yes, it is my merchant account in reference to my store.
Marked as Best Answer.
Solution
Accepted by MosheTLV (Top Contributor)
February 2016

Re: A somewhat Cryptic Suspension Message From Google...

Top Contributor
# 6
Top Contributor
generally, if there is any chance of reinstatement then
the email sent by google will indicate the steps needed
to reinstate the account.

simply follow all the steps within seven-days of receiving the email.

however, some suspensions are simply permanent.

permanent suspensions typically occur for either severe violations
or multiple violations over time; especially with respect to other
accounts or other sites that were created in a response to other
or previous violations.

unfortunately, if there are no steps that can be taken or
nothing can be done to reinstate the account then, the
(cryptic) email from google will simply not include any
next-steps -- in those cases, the suspension is usually
permanent and if so, nothing can be done to reinstate
the account, site, or merchant -- and any new accounts
or websites would also, eventually, be suspended.

Re: A somewhat Cryptic Suspension Message From Google...

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
Thanks for the response. I responded to the "cryptic" email and actually just received
a detailed (although generic) response with instructions that start with creating a brand
new account!

The agent responding to me said she would help me with it. She listed the following
information for me to verify:

"Accurate contact information. Your website must display sufficient and accurate contact information, including a telephone number and/or email.
Secure checkout process. Payment and transaction processing, as well as collection of any sensitive and financial personal information from the user, must be conducted over a secure processing server (SSL-protected, with a valid SSL certificate - https://).
Return policy. Your site must provide a clear and conspicuous return policy to users.
Billing terms and conditions. Your site must provide clear and conspicuous billing terms and conditions.
Complete checkout process. Ensure users are able to successfully add items to the cart and fully complete the checkout process."

However, all of these items are already addressed on my site.

I will however do as instructed and search out ways to improve on each of the items
mentioned. Perhaps some of my information is not detailed enough. I used the default
Shopify terms & conditions, refund policy and privacy statement....perhaps it is not
sufficient.

Thanks for the help. If you saw anything obvious on my site( https://gottahaveitstore.com )
any information would be welcome.

Re: A somewhat Cryptic Suspension Message From Google...

[ Edited ]
Top Contributor
# 8
Top Contributor

first, that sounds like good news and thank you for the update.

generally, be certain that the business-address located on the website
resolves properly on google-maps and is a physical address related
to the merchant submitting items; the phone-number listed must ring
and be answered during normal business-hours.

also, be certain that all items submitted as in stock
are in your physical, on-hand, inventory, during the
entire time the item is listed -- affiliate, drop-ship,
or any similar supply-chains are not allowed.

also, never include any shipping details, store information,

or any promotional or discount information, whatsoever,

within any description or title, or for any submitted item --

shipping is only allowed within a valid shipping attribute

or defined within the account; promotional information

is only allowed in the merchant-promotions-program.

 

also, be certain only one, single, website or venue

is submitting items -- multiple sites submitting the

same or similar items or multiple websites created

as a response to a suspension is also grounds for

a permanent suspension, at any time.

normally, a new account should never be created in response
to a suspension -- but google is the final arbiter of all policies.

Re: A somewhat Cryptic Suspension Message From Google...

[ Edited ]
Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

I just wanted to post a follow up in case there are others following this thread.

I spoke to a Google support specialist on the phone today who advised me NOT to create a new
account despite another agent recommending me to do so via an email conversation.

It seems that there can be a difference of opinion within Google (after all, support is still done
by humans) however the agent on the phone echoed what Celebird mentioned above in the
last line of the post above this one. Setting up new accounts as a means to resolve issues with
your current account is a red flag. Perhaps there may have been some leniency since I was
advised to do so however it was the feeling of the agent I spoke to today that I should continue
to work with the agent I am in email contact with under the premise that I will work to fix my
current account and not start a new one.

Thanks for all the help!

Re: A somewhat Cryptic Suspension Message From Google...

Follower ✭ ☆ ☆
# 10
Follower ✭ ☆ ☆

I got yhe same story: well similar 

one support told me one thing and said everything will be fine after 

next month another suspended ads and after few days I got complete copy-paste response 

after I tried to call, waited in chat, chat for almost 2 hours and when I asked for copy of the chat - support person refused and disconnected 

after my 15th message I got a phone cal from some boy with another instructions ... 

Hell, I simply moved out as cannot handle this game of students 

 

Cryptic messages? oh yeah. These are complete banana, nobody can follow and understand it.