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Account (PLA) suspended for IP redirects that do not exist

[ Edited ]
Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

SO - I log in to a client Google Merchant Center account roughly around 8/11/15 and we see that the account was suspended: Note: Account suspended due to violation of feed specification: generic or dysfunctional landing pages.

 

I contact Google and ask them what the problem is and when they get back to me the specialist says,

 

"I spoke with another specialist on the issue and he says that the site is not loading properly in all regions. Can you be sure that the site loads in all locations (maybe start by checking India -- we noticed issues with this location on our side)? "

 

We have the webmaster check in to this issue, nothing wrong we can see on the clients site. We escalate the case and here is the next reply,

 

"We see that the account was suspended for generic landing page related data quality violations. Generic landing pages may be the result of adapting the landing page based on the user’s location or the user’s IP address.

 

Google Shopping requires that after clicking a product listing, a user should end up on a landing page that works properly and displays a product offer that is essentially identical to the product listing you submitted to Google in your product data, regardless of the user’s device, browser, location, cookies, your ad targeting choices, or any other consideration.

 

The merchant is not charged for clicks/impressions from locations other than the targeted markets.

 

That being said, you might not be able to replicate the violations if you are attempting to view the landing pages from an IP belonging to the target country. Hence we would like to share a screenshot of an example landing page when viewed from an IP outside of the targeted markets (I have attached the screenshot).

 

Please let your webmaster know that this is what they are seeing. Once he confirms that the sites work properly, I will escalate again."

 

After this, I call to get more information and we confirm that the issue is that they claim the client as IP redirects on the account that are causing the site to not load in India. The client triple checks with his webmaster and finds no IP redirects or restrictions on the website. We send the site back for review by Google and they said the issue still remains. They send us a screen shot with no browser, but simply a link and "this webpage is not available" picture for proof of one example. So, we have the webmaster check the site again, we check with the site hosting company, we use a VPN to try the link from an IP address in Inida (which it worked), we test the site speed in India on speed test sites and the site is fine. We submit the account for another review and more insight. Of course, they come back with the same problem.

 

SO, After a bunch of emails going in circles I send the rep these additional little points,

 

"1- They say they keep trying to hit the site from an IP address in India while we have checked all of the server logs and their is no evidence of any IP addresses from India hitting the site, or trying to hit the site, for two days.
 
2- We have server logs with no redirects or other issues reported.
 
3- We have checked the server logs for the links you provided me from their screenshots and there is no evidence of the links trying to be clicked for the past two days.
 
4- There is an extensive system log on the site that reports all issues, such as redirects and pages not loading. Nothing has been reported.
 
We can provide technical details as needed.
 
It's going to be impossible for us to resolve this problem when we have nothing but a screen shot from an unknown browser that nobody can replicate or see. We have no sufficient details or evidence that the problem exists. Is there by chance another level of support besides the team you are submitting to currently? I find this case to be extremely unique and it would be worth having a technical support team investigate to help us identify the real problem and also make sure there is nothing interfering on your review teams end too."
 
I expect to hear back with the same reply that they simply see an error that doesn't exist and need help from anyone please!!! The client has been out of commission for weeks and things aren't looking up either based on the answers we've been receiving...
1 Expert replyverified_user
1 ACCEPTED SOLUTION

Accepted Solutions
Marked as Best Answer.
Solution
Accepted by topic author SourcePatrol
September 2015

Re: Account (PLA) suspended for IP redirects that do not exist

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Hi all,

Thanks for the help. We have resolved the issue. While we made no changes to the site, after my last email the account hold was removed. Perhaps it just took more facts from our end.

View solution in original post

Re: Account (PLA) suspended for IP redirects that do not exist

[ Edited ]
Top Contributor
# 2
Top Contributor


generally, the website link landing-page details, including price and
currency, must respond and display exactly identically -- regardless
of where a person is physically located and regardless of ip, browser,
or other user-specific details; not necessarily that an entire website
is redirected or a redirect for a specific locale or similar server issue.

one possibility would be to use a location-specific proxy
to view the link landing-page details -- and to check all
link, mobile_link, adwords_redirect, and tracking values.

however, forum-members cannot look into any feed or account details --
we would typically need more specific details to offer specific suggestions;
such as specific link and related values, any account-level messages, etc.

otherwise, the best likely course would be to
continue working with the support specialist.

Marked as Best Answer.
Solution
Accepted by topic author SourcePatrol
September 2015

Re: Account (PLA) suspended for IP redirects that do not exist

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Hi all,

Thanks for the help. We have resolved the issue. While we made no changes to the site, after my last email the account hold was removed. Perhaps it just took more facts from our end.