AdWords
5.5K members online now
5.5K members online now
For questions related to Google Shopping and Merchant Center. Learn to optimize your Shopping ads
Guide Me
star_border
Reply

Account suspended due to policy violation: return and refund policy

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hi all, 

 

Our GMC account got suspended because of 'return and refund policy', since then we made sure the return and refund policy is listed on every page and is easily accessible. However, our account is still suspended and I don't know how can I re-submit it for approval. 

 

Any help/suggestion is highly appreciated. 

 

Thanks, 

Anurag

1 Expert replyverified_user

Account suspended due to policy violation: return and refund policy

[ Edited ]
Top Contributor
# 2
Top Contributor

generally, be certain that the landing-page, including contact information
and return-and-refund information, displays identically for all users, in all
locations, regardless of any user-specific detail such as ip-address, browser,
user-agent, etc., and meets the language requirements of the target-country --
machine-language translation or dynamically changing pages based on a user's
details such as device, browser, location, cookies, etc, are typically not allowed.

otherwise, this is mainly a peer-to-peer forum; forum-members cannot
look into any submitted data, account details, or suspension flags --
posting more specific information, such as the claimed website url,
may help other forum-members offer more specific suggestions.

otherwise, the best likely course would be to contact google directly --
https://support.google.com/merchants/contact/suspended
https://support.google.com/merchants/contactflow

only a person at google can effect a suspension -- unless

the policy-team has flagged a suspension as permanent.

see also
https://support.google.com/merchants/answer/188493
https://support.google.com/merchants/answer/6363310
https://support.google.com/merchants/answer/6149970
https://support.google.com/merchants/answer/2948694

 

Account suspended due to policy violation: return and refund policy

[ Edited ]
Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Hi Celebird, 

 

Thanks for the suggestions. We have made the changes and submitted the request for recheck now just waiting. 

Do you think its worth sending them request to recheck through https://support.google.com/merchants/contact/suspended? It has been more than 24 hours for the request being forwarded.

 

Thanks, 

Anurag

Marked as Best Answer.
Solution
Accepted by topic author Anurag A
June

Account suspended due to policy violation: return and refund policy

[ Edited ]
Top Contributor
# 4
Top Contributor

first, you're welcome.

generally, google may take up to 5-business-days or so, to
properly review a merchant-center reinstatement request.

once google has been contacted, a best-practice is to wait at least
five-full-business-days -- minus any weekends or holidays -- before
submitting any other reinstatement request (form) to google.

importantly perhaps, be certain that all flagged issues have been properly
fixed such that the issues will never reoccur and all other rules and policies
are being followed, before contacting or recontacting google.

any one severe policy flag, any policy flag that goes unfixed for too long
or is not properly fixed, too many policy flags, or submitting too many or
too frequent reinstatement requests, may trigger a permanent suspension.

 

Account suspended due to policy violation: return and refund policy

[ Edited ]
Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

The issue is still unresolved. 

 

The account got suspended because we submitted English feeds for France. Since the suspension, I have taken down the french feeds and none of the remaining feeds are violating any language policy (This is the link I am looking at: https://support.google.com/merchants/answer/160637?hl=en-GB). I have several calls to the support but every time the person answers the call 'says my colleague is handling it I will ask him to give you a call as soon as possible' but that call ever comes.

 

Is there any way I can speak to someone who can be of more help to get this issue solved. I am looking to bypass the first level of support and looking to speak to someone who handles these sort of issues directly. 

 

Any help is highly highly appreciated. 

 

Thanks,

Anurag 

Account suspended due to policy violation: return and refund policy

Top Contributor
# 6
Top Contributor

first, check for any suspension messages within the merchant-center-dashboard --
https://merchants.google.com/mc/merchantdashboard
if the suspension was only for one destination/country (e.g. france),
then generally other countries may still be used for shopping-ads.

also, check the original suspension message from google --
this is critical to resolving any policy related issues; typically,
original issues must be fixed and abandoning or removing a
piece-part of a suspension issue, is not considered a fix.

as was indicated, this is mainly a peer-to-peer forum --
forum-members can mainly offer suggestions based on
the information posted here within the public forms;
posting the original suspension message from google,
any existing suspension messages within the accounts,
the specific url of the claimed domain, and any specific
url's of any flagged landing-pages, may allow others to
offer more specific suggestions.

as to bypassing a level of support, typically, the support people who
interact directly with advertisers/merchants are simply relaying the
information and findings that have been studied and determined by

the policy related teams -- the policy-teams tend never to interact

with any users directly.

simply asking for a merchant-center or shopping-campaign
support-specialist, or using email, sometimes helps; e.g.
https://support.google.com/merchants/contact/suspended

 

Account suspended due to policy violation: return and refund policy

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

We finally have been able to get the matter resolved. 

 

Thanks for all your efforts. 

Account suspended due to policy violation: return and refund policy

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭

We kind of had the similar situation. In total it took 8 days to get the account back on. 

 

If you have resolved all the errors then try to prove it to customer support person with evidence and ask them to forward the evidence to the escalation team as well. Once this is done then just wait and keep your fingers crossed.

 

Good luck! 

Account suspended due to policy violation: return and refund policy

[ Edited ]
Top Contributor
# 9
Top Contributor

google may sometimes take a business-week or

so, to fully evaluate a request for reinstatement.

 

to help avoid a permanent suspension for such issues, verify the following:

(a) there are no pop-ups or similar overlays on return/refund or landing pages.

(b) the landing-pages, on which the return-and-refund links are placed,
never change, automatically, based on any user-specific information --
such as where a user is located, ip-address, browser user-agent, cookies,
etc; generally, landing-pages and critical website information must remain
static and consistent, regardless of any user-specific detail.

to stay within the  policies, typical implementations include using
url-parameters with server-side-scripts or directories/folders, for
each supported target-country/language; e.g.
http://www.example.com/product/wagon?size=large&color=red
http://www.example.com/uk-en/product/wagon?size=large&color=red
http://www.example.com/ca-fr/product/wagon?size=large&color=red
http://www.example.com/ca-en/product/wagon?size=large&color=red
http://www.example.com/de-de/product/wagon?size=large&color=red
or
http://www.example.com/product/wagon?locale=us-en&size=large&color=red
http://www.example.com/product/wagon?locale=uk-en&size=large&color=red
http://www.example.com/product/wagon?locale=ca-fr&size=large&color=red
http://www.example.com/product/wagon?locale=ca-en&size=large&color=red
http://www.example.com/product/wagon?locale=de-de&size=large&color=red

(c) a business-address that resolves properly on google-maps and business phone
number that rings and is answered during normal business-hours, may also help.

note that there is usually a limited number of requests for reinstatement --
a best-practice is to review all policies and verify all submitted data and the
website adhere to all published rules and policies, before contacting google.


see also
https://support.google.com/merchants/answer/6363310
https://support.google.com/merchants/answer/6149970

https://support.google.com/merchants/answer/160637