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How to contest GTIN/UPC values when Google has wrong information?

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

We have a couple manufacturers that insist Google has wrong information about their products. Two most common cases are:

 

1- No UPC/EAN/GTIN exists for their product. Manufacturer has no idea where Google got the idea that the product has a value.

2- The correct UPC/EAN/GTIN is provided, and Google says it's invalid / coupon code / something else. Manufacturer insists that the value provided is correct, and again has no idea why Google is throwing an error.

 

So what's the process for letting Google know that their system is wrong? And if you [Google] don't want to hear from advertisers, where do we direct our manufacturers to contest this data?

 

Thank you

 

Edit 1: I encourage anyone who is in the same situation to please post here so we can possibly get a someone at Google to become our liaison.

 

Edit 2: We've been instructing our manufacturers' Marketing people to get in touch with Google about this. So far we haven't received heard back from them.

 

Edit 3: We've been instructing our manufacturers' Marketing people to attempt the Google Manufacturer program, but I am not sure if the GTIN situation will be remedied through that program. In other words, I don't know if that participating in that program will allow the manufacturer to establish authority over the GTIN.

2 Expert replyverified_user

Re: How to contest GTIN/UPC values when Google has wrong information?

[ Edited ]
Top Contributor
# 2
Top Contributor

be certain that the manufacturer is using valid gs1 gtin bar-code digits,
stamped directly on the product or package and all merchants who are
selling the same item are submitting the same global-trade-data.

otherwise, if the manufacturer is part of the google-manufacturer-center then,
they may submit a google-manufacturer-center-feed of accurate, valid, data --

if there is no valid gtin for an item, no gtin should be submitted for that item.

 

in the case where valid gtin does not exist then,

merchants should not be submitting any gtin --

if valid mpn exists then the manufacturer's

brand and mpn data must be submitted.

 

if the incorrect data is being submitted by merchants then,

a policy violation form may be submitted -- submitting any

invalid global-trade-data is grounds for a disapproval or a

suspension from the program, at any time.

 

otherwise, there should be a send-feedback link near

the bottom of most google-shopping results pages.

otherwise, a merchant-center product-listing-ads
support-specialist at google may be contacted.

see also
https://support.google.com/manufacturers#topic=6124028
http://www.gs1.org/barcodes/ean-upc

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

https://support.google.com/merchants/contactflow

https://support.google.com/merchants/answer/4581834

 

Re: How to contest GTIN/UPC values when Google has wrong information?

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
OK so you're not aware of any specific form or e-mail that we can use to inform Google of the issues.

As we all know, the feedback tool is useless, as is contacting a support rep.

The most interesting part is to check with my manufacturers to see if they are part of Google's manufacturer program. 99% chance that in my case, they are not.

There needs to be a way we can contact a team that will actually address this issue effectively and efficiently for advertisers.

Re: How to contest GTIN/UPC values when Google has wrong information?

Top Contributor
# 4
Top Contributor
yes, there is no specific form for that specific issue.

generally, google does not offer any issue-specific contacts.

Re: How to contest GTIN/UPC values when Google has wrong information?

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Hopefully someone at Google will take notice that their system has some issues, and solicit feedback from dealers/advertisers willing to share information in order to improve it.

I would be glad to provide feedback on issues with their UPC database, however there needs to be an easy and effective way to communicate this information. And action should be somewhat guaranteed, not just a black hole.

I encourage anyone who is in the same situation to please post here so we can possibly get a someone at Google to become our liaison.

Re: How to contest GTIN/UPC values when Google has wrong information?

Top Contributor
# 6
Top Contributor
this same similar issue has been known for quite some time --
partially as a consequence, the manufacturer-center was created.

google does read the forums.

more direct feedback may also be sent to google here:
https://support.google.com/adwords/contact/aw_complaint
https://support.google.com/merchants/answer/2533365

of course, this is also not issue-specific and does
not provide any such guaranteed action or replies.

see also
http://adwords.blogspot.com/2015/07/introducing-manufacturer-center-tool-to.html

Re: How to contest GTIN/UPC values when Google has wrong information?

Community Manager
# 7
Community Manager

Hi Marcelo,

 

I'm sorry to hear that you're having this issue with the GTIN requirement. We do not have access to your AdWords or Merchant Center account from this forum, so I cannot raise this issue for you. However, I would encourage you to reach out directly to the AdWords team via phone or email, and from there, they will be able to escalate the issue to our product team and ask for an exception to the requirement on a case-by-case basis. 

 

Cassie

How to contest GTIN/UPC values when Google has wrong information?

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭

We have the same problem with one of our best sellers. Some seller in Ebay have a GTIN for what they describe as a CMS50FW but the link takes you to a different item https://www.ebay.com/p/Cms50fw-Wrist-Pulse-Oximeter-Spo2-Monitor-Wearable-Bluetooth-Sleep-Study-Alar.... Now if I try to list the CMS50FW using that GTIN it will group them together. the price for the CMS50FW is $152.88 and the price for what they are advertising is $11.99. We have noticed the a lot of ebay sellers do not follow this guidance, they even sell the same items as our company and put our phone number for tech support.

How to contest GTIN/UPC values when Google has wrong information?

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

Hi Amperor -

 

Are you saying that Merchant Center disapproves your CMFS50FW because the system has registered the UPC of CMS50FW as the incorrect one from Ebay?

 

What happens if you leave GTIN blank and use MPN only? Does it auto disapprove or send warning?