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Understand Google's advertising policies, including ad approval status and account suspension
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Policy Violation Untrustworthy Promotions, how to Fix

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hi, 

we've got this email from shopping-noreply@google.com, but we can not find what the exact problem is because we have already operated our wbesite(www.hairextensionbuy.com) for over 5 years, any one can be kind to get the way to fix it, thank you so so much!

the  details as below, 

 

UNTRUSTWORTHY PROMOTIONS (MISREPRESENTATION OF SELF OR PRODUCT)

The online shopping experience offered through your website was considered unsatisfactory for Google Shopping users at this time. In determining whether a merchant or site is untrustworthy we may review information from multiple sources including your website, product listings, accounts and 3rd-party sources. Due to the sensitive nature of the review we are unable to provide further details. Finally, we encourage you to build a track record of good customer service.

1 Expert replyverified_user

Re: Policy Violation Untrustworthy Promotions, how to Fix

Top Contributor
# 2
Top Contributor
a violation of untrustworthy-promotions relates mainly to
the business-model, business-processes, or how a business
or its advertising have been represented to the public --
unfortunately, such suspensions are usually permanent.

see also
https://support.google.com/adwordspolicy/answer/6020955

Re: Policy Violation Untrustworthy Promotions, how to Fix

Explorer ✭ ✭ ☆
# 3
Explorer ✭ ✭ ☆
Hello @dan_W,

This is a serious mark against an AdWords account and has nothing to do with the adwords account itself and everything to do with business practices including customer service, return policies, or other such issues that are noted by unsatisfactory customers. Google can aggregate users' perceptions of a business's practices by looking at the BBB listing, as well as other 3rd party rating services.

I hate to say it but it sounds like you need to review and address the customer complaints your business is receiving and fix those before attempting to run an adwords account in the future.

Let me know if that helps!

Nick

Re: Policy Violation Untrustworthy Promotions, how to Fix

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭
Hi,
It has been 5 years since Hairextensionbuy.com was founded, during which, we have provided our products and services for over 0.1 million customers all over the world.
Our business model is very simple being the B2C e-commerce model. Namely, customers submit their payment by the third-party payment gateway such as Worldpay and PayPal from our website. We in return will ship out the items within 24h to 72h according to products of all sorts.

In order to provide better products and services to our customers, and run our business with honesty and integrity, we have made efforts as following:

1.We have set the partnership for shipping with world-famous delivery companies (such as Fedex, DHL, UPS, USPS and so on) which aims at guarantee the velocity and security for our customers.

2.We has initiated SSl certificate on pages of login/checkout/payment to secure the payment from customers. In the meantime we have been verified by the world-known agent security companies Verisign and Trustwave.
https://sealinfo.verisign.com/splash?form_file=fdf/splash.fdf&dn=www.hairextensionbuy.com&lang=e...
https://sealserver.trustwave.com/cert.php?customerId=3005fd78bfa746a38ab81432d188f12c&size=105x54&st...

3.To guarantee the customer service quality, we support 7x24 hour live chat service and toll free service in America, Canada and Britain, so that customers are able to get in touch with us anytime and anywhere.

4.Our selling price, promotion activities(coupon for example),shipping fee and business model are completely public, transparent, accurate and without any invisible consumption.

5.Our products and services could be ranked as 4 to 5 stars(despite that there are some negative reviews on the third party websites, to which our main customers pay little attention. Under no circumstance did we purposely conduct our customers to leave positive reviews on those websites. And according to the data statistics, we had over 100 thousand users consume on our website and there are only less than 100 mediocre reviews left on the third-party website, according to which the mediocre review ratio is less than 1/1000

6.We also collect the feedback from our customers routinely, trying actively to improve the product quality and our services. In May 2016 we launched an investigation on the satisfactory degree of our customers through the third party investigation service provider the www.surveymonkey.net. And the result is almost 80% customers are satisfied with our products and services. We believe these research results to be just, upright and authentic. If necessary, we can share the official survey report from www.surveymonkey.net.

Therefore, we have no idea about why our merchandises was removed off by google and we are desperate to know if there is any misunderstanding involved. By any chance could the misunderstanding be extinguished in the light of what we stated above?

If it is caused by the mediocre reviews on the third party review sites, please take a look at www.surveymonkey.net We believe this is the real feedback of our customers and we are very willing to hand you all of our customers’ information over 5 years, only for proving whether we have sold products to over 0.1 million customers. Your random inspection of our products quality is welcomed.
On the premise of 0.1 million sold products, there is a very slim chance that you can find a third party with less than 100 negative reviews, we sincerely hope that you do not take this as the mere reason to score our products and service quality.

If there are other reasons, we will appreciate very much if you could tell us. In that case we can correct and improve ourselves for providing our customers with better services and put the products on the website again.
Thank you!

Re: Policy Violation Untrustworthy Promotions, how to Fix

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
thanks Nick,

can you looking my new reply of our business , and help us check our problem ?

Policy Violation Untrustworthy Promotions, how to Fix

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭
Can you tell me how you solved the problem?
I have the same problemSmiley Sad

Re: Policy Violation Untrustworthy Promotions, how to Fix

[ Edited ]
Top Contributor
# 7
Top Contributor

no two suspension details are necessarily alike --

despite the same similar suspension email from google.

 

unfortunately, some suspensions are simply permanent
and absolutely nothing can be done to solve the problem.

 

if so, then the best likely course would be to seek
out other advertising venues, other than google.