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Account suspended due to Misrepresentation of self or product (Untrustworthy promotions)

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hello fellows,

Our account was suspended without any notifications due to policy violation: Misrepresentation of self or product (Untrustworthy promotions). After contacting support team we got this email from policy team:

 

Spoiler

Dear Google Shopping Merchant,

Google actively evaluates the shopping experience of merchants participating in Google Shopping. During this evaluation, it has come to our attention that credit cards used on your site were re-used for non-authorized purchases or had rejections reported. This unauthorized activity was connected to various customers using different credit cards, so we are confident the problem is connected with your site [URL].

Therefore your Merchant Center account has been suspended and your product listings no longer appear on Google Shopping. Please note that a suspension notification message is also displayed in your Merchant Center account. In addition, related Merchant Center accounts might also get suspended.

Please contact us once you have audited your processes and ensured that this issue is fixed. We will re-evaluate your website before re-approving your account in order to protect our users from similar issues. This re-evaluation is likely to take at least 10 weeks.

Sincerely,

The Google Shopping Team

We've contacted Yahoo (we use Yahoo store platform), payment processor and information security company to make sure that our checkout is secured and we don't have any data breaches. After detailed analysis, we got a reply from them that they didn't find anything.

Maybe someone had a similar experience and have any ideas of what else could be checked and where might be a problem? We don't have any suspicious order activity, fraud and chargeback claims, etc.

 

Thank you for your advice and guidance

3 Expert replyverified_user
1 ACCEPTED SOLUTION

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

Re: Account suspended due to Misrepresentation of self or product (Untrustworthy promotions)

[ Edited ]
Top Contributor
# 2
Top Contributor

this is mainly a peer-to-peer community forum;
no two policy violation-issues are necessarily alike,

even if the main violation-messages are identical --
and forum-members can mainly offer suggestions
based on the information posted here in public.

billing, credit, and e-commerce, related to any untrustworthy violations,
with respect to shopping-ads, can only be resolved by a person at google,

and are usually very serious policy-flags.

if there is an absolute certainty that there is no issue,
and google was in error, simply ask for a re-review and
the account will be reinstated.

however, google is typically overly careful with respect to
misrepresentation/fiduciary related violations -- assuming
that the violation is valid and google is correct in their initial

assessment, when researching such issues, is usually best.

 

any details in the message are usually key to understanding the issue.

if the issue relates to activity, check for: any charges that seem valid,
but were later rejected by the issuing financial-institution, fraud, the
same card used by multiple users, etc. -- user and credit-card activity
is likely key -- not data-breeches, not insecure transactions.

 

such activity likely must be identified, documented, and the payment

processor notified with indications of exact steps that will be taken,

by the payment-processor and on the site, to prevent such activity,

in the future -- all submitted to google as part of any formal request

for a re-review.

 

asking google for examples of the activity may help --

but there is no guarantee google will release such

information, if the details may expose any internal

methods or procedures.

asking for a reevaluation, when the issue is valid,
without any specific proof that there was an error,

or documentation of the exact corrections made,
will usually result in a final verdict of a permanent
suspension with no chance of reinstatement, after
the policy-teams have researched the details.

 

View solution in original post

Marked as Best Answer.
Solution
Accepted by MosheTLV (Top Contributor)
October

Re: Account suspended due to Misrepresentation of self or product (Untrustworthy promotions)

[ Edited ]
Top Contributor
# 2
Top Contributor

this is mainly a peer-to-peer community forum;
no two policy violation-issues are necessarily alike,

even if the main violation-messages are identical --
and forum-members can mainly offer suggestions
based on the information posted here in public.

billing, credit, and e-commerce, related to any untrustworthy violations,
with respect to shopping-ads, can only be resolved by a person at google,

and are usually very serious policy-flags.

if there is an absolute certainty that there is no issue,
and google was in error, simply ask for a re-review and
the account will be reinstated.

however, google is typically overly careful with respect to
misrepresentation/fiduciary related violations -- assuming
that the violation is valid and google is correct in their initial

assessment, when researching such issues, is usually best.

 

any details in the message are usually key to understanding the issue.

if the issue relates to activity, check for: any charges that seem valid,
but were later rejected by the issuing financial-institution, fraud, the
same card used by multiple users, etc. -- user and credit-card activity
is likely key -- not data-breeches, not insecure transactions.

 

such activity likely must be identified, documented, and the payment

processor notified with indications of exact steps that will be taken,

by the payment-processor and on the site, to prevent such activity,

in the future -- all submitted to google as part of any formal request

for a re-review.

 

asking google for examples of the activity may help --

but there is no guarantee google will release such

information, if the details may expose any internal

methods or procedures.

asking for a reevaluation, when the issue is valid,
without any specific proof that there was an error,

or documentation of the exact corrections made,
will usually result in a final verdict of a permanent
suspension with no chance of reinstatement, after
the policy-teams have researched the details.

 

Account suspended due to Misrepresentation of self or product (Untrustworthy promotions)

Top Contributor
# 3
Top Contributor

Please share your site's URL and we will take a look. For Untrustworthy Promotions, it is usually reasonably obvious for a trained eye.

 

Account suspended due to Misrepresentation of self or product (Untrustworthy promotions)

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

Thank you for the detailed response.

Account suspended due to Misrepresentation of self or product (Untrustworthy promotions)

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

Hi,

Url my store:

-- Policy violations to fix
 
Your Merchant Center account (Mesun Mall, ID: 118527591) is in violation of the following policies:
UNTRUSTWORTHY PROMOTIONS (MISREPRESENTATION OF SELF OR PRODUCT)
 
How to Fix ???
Thanks

Account suspended due to Misrepresentation of self or product (Untrustworthy promotions)

Top Contributor
# 6
Top Contributor

Hi Norine,

 

Two possibilities:

 

Maybe Google's bots didn't spot your contact details in the footer, so make sure they have their own page, called Contact Us.

 

Some products have the word "counterfeit" in their titles. The bots might have decided you are selling counterfeit products. 

 

Either way, contact AdWords support and ask them what is wrong. If they can't tell you, mention the possibilities above. 

 

Account suspended due to Misrepresentation of self or product (Untrustworthy promotions)

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

They don't help me Fix.

i don't understand why???

Only email: "

Your Merchant Center Account Has Been Suspended"

 

Account suspended due to Misrepresentation of self or product (Untrustworthy promotions)

Top Contributor
# 8
Top Contributor

Hi Norine,

 

Have you phoned them? Or used online chat? That's the best way to fix this.

 

Account suspended due to Misrepresentation of self or product (Untrustworthy promotions)

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

Hi Norine,

One of the reasons may be that your product descriptions violate Google policies. You should check product diagnostic tab and see if any of your products are marked as "automatically disapproved due to policy violation". That is what I've heard from the policy team about my case and maybe it can help you too.

Account suspended due to Misrepresentation of self or product (Untrustworthy promotions)

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭

Only 1 email, not help fix. Very crazy.

Hello Advertiser,

 

It has come to our attention that your Google Merchant Center account doesn't comply with our Program Policies. We have therefore disabled your Google Merchant Center account. Please visit http://www.google.com/support/merchants/bin/answer.py?hl=en&answer=188484 for more information about our policies.

 

As outlined in our Terms of Service available at http://www.google.com/support/merchants/bin/answer.py?answer=160173&hl=en, Google reserves the right to terminate any user's participation at any time.

 

We appreciate your cooperation 
 
Regards,
Google Support