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Understand Google's advertising policies, including ad approval status and account suspension
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google asked to remove items or generic words from site

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

We have been ask to remove products and generic terms from our feeds, ads and even site. My first question is: Can Google ask a site to remove products from their catalog but no to other sites? 

 

We sell vitamins and skin care supplements, we have been doing this for a long time, the last couple of months have been a nightmare because every week, we get a new email saying that we need to remove products or keywords from feeds and what is even more strange, from site. To me, modifying a product name or description in nutritional items is a potential legal issue because many people may be allergic to some ingredient which to this point, Google staff has been asking us to remove or change. We think this may be an automated alert that can be fixed but instead of being fixed, every week we get new terms and products to remove, after a few dozens times of being ask to remove terms and products from the site that no other site is being ask to do, one starts to wonder if we are in some kind of list. We have removed every single item, no matter how simple it is, shampoos, conditioners and creams that are in no FDA, legitscript list of any organization as being potential issues or require pharmaceutical permit, every time, we have been ask to get pharmaceutical permit, last instance for a lavender Hair conditioner. We are very worried that this happen so often, the keyword expection they say do not apply to us at all and to be honest, why is Google focusing in just a handful of sites and no other site, we are talking months now, why is google deciding what certain seller can offer in a site?, why is google asking us to alter the important nutritional description of products? We have seen forums where people selling yellow chairs and ask to get pharmaceutical permits, like them, pharmaceutical permits do not apply to us but just guess how difficult is to explain this to people who asks us to remove products and terms such as vitamin, hero, free, etc.. With the stock hitting $1,000+ why is google staff so unprepared when it comes to this issues? Who can we talk to about this? Is there any lawyer that can help us stop this constant attack to our business? Please help. Thank you

 

JG

2 Expert replyverified_user

Re: google asked to remove items or generic words from site

Google Employee
# 2
Google Employee

Hi Kate,

 

Thank you for your posting. To answer your first question, yes Google can ask an Advertiser to remove a product or content if it violates the Adwords Policy

 

What's the policy?

This comprehensive policy was developed to help protect users from ads, websites, and businesses that appear to be generally deceptive or misleading, and/or violate ourAdWords Terms and Conditions.

Google AdWords requires that advertisers provide transparency into the business and product that's being promoted. Google also requires that advertisers set realistic expectations about what their products and services can do for their users.

 

Requirements

Don't make misleading claims

  • Promote products with realistic, credible, and reasonable claims. For example, don't promote "get rich quick" programs.
  • Provide users with accurate information about the risks associated with their product or service.
  • Include links to third-party verification and/or include relevant and easy to find disclaimers when testimonials and endorsements imply that results are typical.
  • Include links to third-party accreditation/endorsement where affiliation is implied – for example, if a website claims to be affiliated with a governmental agency, a link to verification of this affiliation should be included. Use of "gov" or "government" in display URLs and/or use of government emblems may imply affiliation with a government agency and should be verified.

Promote acceptable business models

  • Make it clear to users what your business does and how it works. For example, display on your site your company name, physical address, contact information, prices, or other important details about your company.
  • Provide a good user experience and maintain a strong online reputation.
  • Make sure that your sites display any relevant disclaimers or announcements that may be required by local law. For example, certain types of financial service providers may need to include specific text per governmental regulations.

Promote transparency and accuracy

  • As online advertising and local laws and regulations are constantly evolving, we can't provide an exhaustive list of the kinds of sites and ads that might be in violation of this policy. Please use the below list as guidance, keeping in mind that the principles behind the policy are the promotion of transparency, accuracy, and honesty in advertising.

What happens if I violate this policy?

  • Ad disapproval: Ads that don't follow this policy may get disapproved. A disapproved ad won't be able to run until the policy violation is fixed and the ad is approved.
  • Domain disabling: We may suspend websites that violate this policy, meaning that the website can no longer be advertised with AdWords until the problem is fixed.
  • Account suspension: An account may get suspended if you have several violations or a serious violation. If this happens, all ads in the suspended account will stop running, and we may no longer accept advertising from you. Any related accounts may also get permanently suspended and your new accounts may get automatically suspended at setup. Learn more about suspended accounts.

Contact information

If you still have questions about this policy, you can contact us via the link below. You'll be taken to a form where you can write to us about your issue.

Contact AdWords Support

Re: google asked to remove items or generic words from site

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Hello and thank you for your reply John Paul. We do understand that we have to follow and respect the policy of the marketplace where we want to advertise our products, but a policy is a principle or protocol to guide decisions and achieve rational outcomes. In our case, it clearly seems to be applying to us only, perhaps a coupe of other sites selling same products. We have been in business and being help by many Google Adword reps for a while and we have been applying their advice to our feeds, ads and site, but lately that policy changes drastically, sometimes we are ask to cheat google by changing terms, hiding keywords, removing keywords or very generic words or products which cannot be found in any google policy or any government policy, not only that, why is the application and enforcement different every time, removing, hiding or changing, it does not have a consistent pattern, what is worst, it does not seem to apply to other merchants, but I have to add, there are very few competitors in our field, so few, than even one single person can have the time to enforce those policies amount the few dozen merchants, but is not the case.
We only want to have the opportunity to participate in the google ad network, we want to be recognized as a site that has been making all the necessary reasonable changes, the last few people seem to have absolutely no clue of what they ask to merchants regarding what is policy, for example, I have seen in the forums that same people have ask furniture sellers for pharmaceutical permits, to sell a yellow chair, or a fashion seller to remove red top. Once you see this you start to wonder about the professionalism of these individuals, always replying with generic copy paste emails with no details or help, if any, asking us to remove generic terms and about this point, we are about to be ask to remove the word "and", "or", "the" or some other crazy word, they seem to pick whatever keyword they touch in their screens.

We are talking about Google here, the stock prices are $1000+ and we are pretty sure that google top management are not aware of this type of issue. We have been told to be patience with the new policy team which is just "evolving" and need to learn, we only ask to be taken out of the guinea pig list. How can we contact someone who can take a look at our site, efforts and willingness to play clean and become a good advertiser, I see lots of desperate people with similar issues, any help to help us move forward will be appreciated. Thank you!

Re: google asked to remove items or generic words from site

Top Contributor
# 4
Top Contributor
Please share your website URL , so we can comment specifically; I have the "feeling" that you are violating the "healthcare and medicine" section of the Policy.
Selling cosmetics should be OK, as long as the claims are supported scientifically (i.e using an acceptable testing protocol within the cosmetics industry).
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: google asked to remove items or generic words from site

Google Employee
# 5
Google Employee
Kate,

As Moshe suggested, please post your URL so that we in the community can review your website. This will allow us to give feedback on why you've been asked to make changes to your ads and website content.

Re: google asked to remove items or generic words from site

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭
Hello and thank you for reply, we do not have any healthcare or medicine issues, the issue is that we are being mixed with a pharma site because of some very generic terms such as Hero, Acid or Vitamin, how do I share my url without having other see it? Thank you for your help!

Kind Regards,

Kate

Re: google asked to remove items or generic words from site

Top Contributor
# 7
Top Contributor

Hello;

Quote:

The issue is that we are being mixed with a pharma site because of some very generic terms such as Hero, Acid or Vitamin, 

This is an issue with the the "healthcare and medicine" section of the Policy; We need to see the URL

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: google asked to remove items or generic words from site

Google Employee
# 8
Google Employee

Hi Kate,

 

If an ad is showing disapproved, you can usually check under the status column of the Ad for the reason it was disapproved. Click on the white speech bubble for more details (see Examples below):

 

Screen Shot 2013-11-14 at 7.59.03 AM.png

 

 disapproved.png

Re: google asked to remove items or generic words from site

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭
Thank you for your reply. The ad is not disproved, there is something strange happening. Every week, we get a different Google staff asking us to remove or modify key terms so that we can meet the "google policy", but we notice that some of those terms are very generic and will basically affect 80% of more of thousands of products we sell, when ask why are we required to remove a term in order to meet google policy, then they ask to simply change the term to something else. Then I ask myself, why are hundreds of other merchants not being asked the same? ( my answer: it is not only ridiculous, it is a big issue to alter manufacturer product description ) . When we ask this, there is a new rep and we go all over again with the same issue. I saw some articles about liability when altering terms in product descriptions online, pretty serious stuff and we do not want to get into trouble because a new weekly google rep is asking us to remove terms from manufacturer descriptions. Actually, every time we get a new rep, we get a new policy. We don't think that top level managers are aware of this issues. Can someone here help us to contact a top level manager so we can show the type of issues we are having? We know we are not the only ones because we seen it with other merchants, how do they deal with this issue? Please help, we cannot take another new rep and another modified new google policy.

Re: google asked to remove items or generic words from site

Top Contributor
# 10
Top Contributor
@Kate;
To help you in a practical way, and avoiding "theoretical cases" , we need to see the URL.
It would NOT be professional to comment on phone calls / discussions with Google we were not part of.
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’