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Google Merchant account suspended

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hello Fellow Advertisers,

 

Today I received an email from google saying that your merchant account has been suspended due to policy violation. I immediately contacted Adwords support team which also gives shopping support. He submitted our account for second review and came back to us saying that suspension will not be lifted and most probably your account is beyond fix.

 

I am totally clueless about this sudden account suspension as I was following up with Google team for any addition to the product feed, Infact I got a go ahead from them last week only ( They termed our website white label).

 

Please suggest what course of action should I take to rectify the issues with my website and reinstate my merchant account. 

Regards,

Abhishek Dubey

 

 

2 Expert replyverified_user
1 ACCEPTED SOLUTION

Accepted Solutions
Marked as Best Answer.
Solution
Accepted by topic author AbhishekKumar D
April 2016

Re: Google Merchant account suspended

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
My Google Merchant Account is out of suspension. I had few restless days however it proved to be a great learning experience. My first review was outright rejected by Google merchant team and the support guy with whom I was coordinating dropped a hint that we are done. I took the manual submission channel through my account manager and that did the trick. The reason why they suspended our merchant account is due to misinterpretation of products on our website. Products such as Heat Gun, Power Drills were regarded as actual guns by Google software. It took lot of persuasion but they finally overturned their initial ruling. I also removed all the products which were disapproved by Google for shopping ads before approaching my Account Manager.

Now my Merchant account is reinstated and my ads are running , I would like to thank celebird for his reply on my frenzied post .

View solution in original post

Re: Google Merchant account suspended

[ Edited ]
Top Contributor
# 2
Top Contributor

a suspension flag can also be triggered by the account history,
product supply-chain, physical inventory, business history, or
business-model -- in addition to the website, landing-pages,
e-commerce, payment-flow, types of items, product images,
or the submitted data.

unfortunately, forum-members do not have access
to any submitted data or related account histories.

generally, unless google's email indicates a specific issue to be fixed then,
nothing can be fixed and the suspension is usually permanent -- no other
websites or businesses can be advertised and no other merchant-center
accounts can be used, for product-listing-ads.

there is no such concept as white-labels with respect to the policies --
a policy related disapproval or suspension can be triggered at any time.

posting the exact email from google, minus any personal or private information,
and the website url, along with an exact feed item submitted and any account
screen-captures, may help forum-members offer more specific suggestions.

otherwise, simply re-contact google directly -- asking for
a merchant-center, product-listing-ad, support specialist
may sometimes help:
https://support.google.com/merchants/contactflow
https://support.google.com/adwords/answer/8206

however, permanent suspensions will not be lifted.

see also
https://support.google.com/merchants/answer/188486
https://support.google.com/merchants/answer/160637
https://support.google.com/merchants/answer/1344057
https://support.google.com/merchants/answer/160491
https://support.google.com/merchants?#topic=3404778
https://support.google.com/merchants?#topic=3404779
https://support.google.com/merchants/answer/188494
http://celebird.blogspot.com/2011/12/celebird-product-search-disapproval.html#checklist

Re: Google Merchant account suspended

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Thank You Celebird though it sounds ominous for our business. I am pasting below the actual mail which I received from Google merchant team.

"Dear Google Shopping Merchant,

We've reviewed your Google Merchant Center account, and found policy violations.

Your Merchant Center account has been suspended, and your products no longer appear on Google Shopping. Note that a suspension notification is also displayed in your Merchant Center account. In addition, related Merchant Center accounts may also get suspended.

-- Policy violations to fix

Your Merchant Center account is in violation of the following policies:

UNTRUSTWORTHY PROMOTIONS (MISREPRESENTATION OF SELF OR PRODUCT)

The online shopping experience offered through your website was considered unsatisfactory for Google Shopping users at this time. In determining whether a merchant or site is untrustworthy we may review information from multiple sources including your website, product listings, accounts and 3rd-party sources. Due to the sensitive nature of the review we are unable to provide further details. Finally, we encourage you to build a track record of good customer service.



If you believe there's been an error, we want to help. Contact your Account Manager or find out how to contact us by visiting https://goo.gl/sMaEgy

Sincerely,
The Google Shopping Team"

 

I enquired with Google support team about the issue and after second review  the response was that due to low quality landing page experience by the users our account is suspended. website URL is www.smeshops.com 

 

Please tell me if anything can be done to reverse our account's suspension.

 

 

 

 

 

Regards,

Abhishek Dubey

 

Re: Google Merchant account suspended

Top Contributor
# 4
Top Contributor
first, you're welcome

product-listing-ads are mainly for retail-merchants, selling their
on-hand in-stock physical inventory on a single website domain,
using direct-to-consumer shipping methods.

other supply-chains or business-models are generally not allowed.

Re: Google Merchant account suspended

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Hi Celebird,

In India ecommerce is through marketplace model and inventory model is not allowed. Even global giants like Amazon follow the same model. Actual fulfillment is done by the sellers whose products are listed on the amazon.in website.

Re: Google Merchant account suspended

[ Edited ]
Top Contributor
# 6
Top Contributor

a marketplace must adhere to google's marketplace policies --
the business-model must conform to all related marketplace
rules, policies, and requirements, as specified by google.

generally, only individual-sellers that conform to all the policies
are allowed to list items -- the marketplace is responsible for
each seller adhering to all policies before submitting inventory.

for example, each individual marketplace-seller must have
on-hand, in-stock, physical inventory and must be able to
ship their in-stock retail items using direct-to-consumer
shipping methods -- the marketplace must ensure that
all policies are being met before submitting any items.

for example, each seller must be a separate sub-account,
under the multi-client-account, owned by the marketplace;
typically, each landing-page is under a seller's sub-directory.

 

for example, individual-sellers cannot submit any items and

cannot submit items from any other website or marketplace --

the marketplace must submit all items on the seller's behalf.

google has many other rules and policies related to marketplaces.

the marketplace or any one seller violating any one policy
can result in the entire maketplace and all sub-accounts
being suspended from the program, at any time.

Marked as Best Answer.
Solution
Accepted by topic author AbhishekKumar D
April 2016

Re: Google Merchant account suspended

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
My Google Merchant Account is out of suspension. I had few restless days however it proved to be a great learning experience. My first review was outright rejected by Google merchant team and the support guy with whom I was coordinating dropped a hint that we are done. I took the manual submission channel through my account manager and that did the trick. The reason why they suspended our merchant account is due to misinterpretation of products on our website. Products such as Heat Gun, Power Drills were regarded as actual guns by Google software. It took lot of persuasion but they finally overturned their initial ruling. I also removed all the products which were disapproved by Google for shopping ads before approaching my Account Manager.

Now my Merchant account is reinstated and my ads are running , I would like to thank celebird for his reply on my frenzied post .

Re: Google Merchant account suspended

Top Contributor
# 8
Top Contributor
that sounds like good news --
thank you for the detailed update.

Re: Google Merchant account suspended

Rising Star
# 9
Rising Star
Hello @AbhishekKumar D, thanks for your reply as this gives us a better knowledge about unexplained suspensions to enable us to help other merchants.

Much appreciated.
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Re: Google Merchant account suspended

VBE
Follower ✭ ☆ ☆
# 10
VBE
Follower ✭ ☆ ☆
How did you contact an account manager?