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Incorrect product listings

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

I have an outstanding ticket with google support but I thought I would post my issue here in case anyone has come across the same issue.

 

We've been using google shopping successfully for about 15 months. Over the last 4 months we've noticed that more and more of our products are being incorrectly displayed in google shopping. The problem is that google is not displaying the data that we upload in our feed, instead they're using other merchant's data (names, images etc) and then listing us as one of the sellers of this product "available from x merchants".

 

This is not such a problem in itself, although the other merchant's photos are usually terrible! The real problem is that google is not matching the products correctly. It seems they don't use MPNs or EANs to group products but instead match on the basis that the names are similar. This has two implications:

 

1. Users looking for our products can't find them because they're displayed as different products

2. Users looking for other products see we're a seller, go to our site then discover that actually we don't sell the product at all

 

Here's an example:

 

screenshot-www google co uk 2015-08-26 02-29-57.png

 

screenshot-www google co uk 2015-08-26 14-20-28.png

 

The agent at google checked our feed and confirmed that everything is ok. From what I can see the problem relates to the new product reviews feature. I've only seen the issue with products that have reviews against them. Incidentally we're not submitting reviews ourself (until we resolve this problem), so it seems google looks at our product name, sees another merchants review with a "similar" name and decides that we sell that product.

 

Aside from the loss of business, this is causing us grief because we sell premium brands and the brand/trademark owners are concerned about their reputation. In particular we are authorized to use trademarked phrases in our ads but only if they are "accurate and comply with brand guidelines" and we're now losing control of how our ads appear.

 

We really need to fix this asap or we'll have to drop PLA's completly Smiley Sad

1 Expert replyverified_user
1 ACCEPTED SOLUTION

Accepted Solutions
Marked as Best Answer.
Solution
Accepted by topic author Charles H
September 2015

Re: Incorrect product listings

Top Contributor
# 4
Top Contributor

first, you're welcome.

product-reviews, product-specific, data that can be submitted are:
gtin, mpn, brand, sku (id), name (title), and the product (link) url.

google does not specify exactly how product-reviews are matched.

however, gtin (ean) and mpn are not required, at all, for most clothing --
unless the submitted brand value is listed on the designated-brands list --
therefore, the product's brand, name, and url, are likely more important
and have a higher precedence for matching product-reviews; especially
for those specific types of items.

a product ratings and reviews specialist may be contacted here:
https://support.google.com/merchants/contact/product_ratings

see also
https://support.google.com/merchants/answer/1344057

View solution in original post

Re: Incorrect product listings

[ Edited ]
Top Contributor
# 2
Top Contributor


first, thank you for the detailed post.

the actions that all merchants might take in this regard,
include verifying that all global-trade-data that is submitted
is accurate and direct from the product or manufacturer --
stamped directly on the product, product-tag, or package,
at the factory -- for the exact item being sold.

do not submit private sku or similar values, or any inaccurate data,
for any of the global-trade-data attributes (mpn, brand, or gtin).

be certain that the image_link submitted is for the exact item --
and the title and description are accurate for the physical item.

 

for clothing especially, but for any items that have variants,

be certain that a proper item_group_id is submitted with

an accurate image_link and accurate variant attributes --

color, size, pattern, or material.

also, if product-reviews are being submitted, either directly or
via third-party aggregators, be certain that all reviews match the
product-data and stay in sync with the submitted products (feed);
if a third-party is involved, if possible, notify the product-reviews
site if significant changes are made to the site or submitted data.

generally, the data selected for the compare-prices feature is automated;

the data selected to represent the group can be from any merchant --
submitting any inaccurate or invalid data, especially global-trade-data
and images, not only can adversely effect those results, but is a policy
violation and grounds for a disapproval or a (permanent) suspension
from the program, at any time.

 

if other merchants seem to be submitting any inaccurate data,

especially related to any global-trade-data, images, or reviews --

and especially if those details may be effecting compare-prices,

the potential policy violations may be reported directly to google.

 

 

Re: Incorrect product listings

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Thanks for your detailed reply. We have double checked that the MPNs, EANs and links are correct along with item group ids. Can you confirm that product reviews are matched based on GTINs and MPNs not names?

Marked as Best Answer.
Solution
Accepted by topic author Charles H
September 2015

Re: Incorrect product listings

Top Contributor
# 4
Top Contributor

first, you're welcome.

product-reviews, product-specific, data that can be submitted are:
gtin, mpn, brand, sku (id), name (title), and the product (link) url.

google does not specify exactly how product-reviews are matched.

however, gtin (ean) and mpn are not required, at all, for most clothing --
unless the submitted brand value is listed on the designated-brands list --
therefore, the product's brand, name, and url, are likely more important
and have a higher precedence for matching product-reviews; especially
for those specific types of items.

a product ratings and reviews specialist may be contacted here:
https://support.google.com/merchants/contact/product_ratings

see also
https://support.google.com/merchants/answer/1344057

Re: Incorrect product listings

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

Thanks, I think that is the root cause of the problem - google is not matching clothing products using GTINs but name. I will contact the reviews team to see if I can get any further.