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Account suspended due to policy violation: checkout incomplete

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hello guys,

 

as the subject states, our MC account has been suspended due to "checkout incomplete" policy violation. We have been listing via Merchant Center for many years without issues. Every product link, for each country, is in the respective language and currency. Every product is available at the time of listing. The checkout and whole web is SSL secured.

 

Lately we ve been adding new feeds to expand our reach, so the account has been manualy verified and then suspended. I have no idea why they have suddenly deemed the checkout to be incomplete. We checked each currency, each country is enabled, everything works, payment gateway included.

 

I ve contacted support and this was their answer:

 

"Your account has been suspended due to the fact that the checkout process cannot be completed due to site functionality issues or restrictions. The issue is that both payment methods (paypal and Visa) are not working (all currencies are not supported).

 

Make sure that users are able to complete the full checkout process on your site using any provided payment methods, without errors, including confirmation of the purchase after completing the checkout process."

 

Nothing specific. We double checked and everything is working fine. Does anyone have any ideas how to solve this. Their support doesnt seem to have interest to help, nor to respond.

 

Web: https://www.watchexclusive.eu

 

Thank you

1 Expert replyverified_user

Account suspended due to policy violation: checkout incomplete

Top Contributor
# 2
Top Contributor

Regardless of initial approval and or the duration of not having an issue does not constitute that there were any policy violations. Checking your checkout looks like you are forcing customers to to agree to a policy. This is not allowed. You can not force a customer to accept policies. If you want to advertise on Google shopping, you need to allow a customer to buy a product without any obstructions.

 

When you remove the two check box requirements, go to the form below and explain what you have done to resolve the issue.

 

https://support.google.com/merchants/contact/suspended

 

Hope this helps.

 

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Account suspended due to policy violation: checkout incomplete

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Hello Emmanuel,

 

thank you for you answer.

 

Those policies are EU GDPR law, the customer consent is required. I cannot simply just remove them. That would be GDPR violation.

 

Kind regards

Account suspended due to policy violation: checkout incomplete

Top Contributor
# 4
Top Contributor

I recommend you then contact your ecommerce lawyer specialist to make sure this is a requirement. Because you are allowed to collect information related to buying a product, which is a different requirement for collecting emails for mailing purposes. I think you might have been over cautious, or miss interpreted the law. By no means am I an expert, and I do not recommend you listen to what I say as this is my interpretation of the GDPR law. Currently, Google's Policies stated no obstructions, based on this policy you will not be allowed to advertise on Google Shopping.

 

As this is a country and or union specific law, you will need to consult with both the ecommerce lawyer and Google directly.

 

To contact Google please go here: https://support.google.com/merchants/contactflow

 

Hope this helps.

 

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Did you find any helpful responses or answers to your query? If yes, please click on ‘Accept As Solution’

Account suspended due to policy violation: checkout incomplete

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

Thank you for your help and suggestions.

Account suspended due to policy violation: checkout incomplete

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭

Google did specify the issue and they were right. 

 

"During the review of the account we found that the issue is with AED. This currency is not supported by payment method in Austria. Due to technical reason we are unable to check all currencies in all countries. Please make sure that all currencies are supported in all countries."

 

PayPal does not support AED. We turned of all currencies, which are not supported by PayPal and assigned countries. We will try to request a new review.

 

Here is a list of supported currencies by PP, if anyone needs it:

 

https://developer.paypal.com/docs/classic/mass-pay/integration-guide/currency_codes/

 

KR

Matej