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Items rejected for mismatched price but structured data, feed, and website all show correct price.

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Every day, a random selection of our items (about 2-5%) are rejected due to "mismatched price". However, the price within the feed, price on the website, and price within the structured data markup (schema.org) are all correct and all identical. It seems that somehow merchant centre is ignoring the structured data and just pulling a random price out from the website crawl instead.

 

Example:

 

Product URL: https://www.thecardnetwork.co.uk/2053-hid-iclass-key-ii-keyfob.html

Price in feed: 618.00

Price in structured data: 618.00

Price displayed on website: 618.00

 

Validated structured data: https://search.google.com/structured-data/testing-tool#url=https%3A%2F%2Fwww.thecardnetwork.co.uk%2F...

 

However under the merchant centre diagnostics it shows:

 

 

Information found on your site

Price on your site:     £6.18      Last checked on: 10-Aug-2018 00:27 BST

 

Why is merchant centre ignoring the valid structured data which we understand is supposed to be authoritative, and instead crawling this incorrect price from the site?

 

I can't get any sense out of support. They told us we need to implement structured data (like wut?!) then told us that the schema markup is invalid despite it clearly being valid according to their own testing tool. Then they say they'll escalate it and call back but they don't.

 

2 Expert replyverified_user

Items rejected for mismatched price but structured data, feed, and website all show correct price.

Top Contributor
# 2
Top Contributor

Hi,

 

First, you need to change the prices around, vat inc needs to be first, then vat ex. Google will read the first price listed which needs to be the price that the customer is paying.

 

The structured data testing tool looks correct.

 

Please note that the diagnostics tool is a historic info panel and does not reflect the accuracy of the information or if it is still valid. Use it as a reference only. In about 30 days this will disappear if all issues are resolved.

 

As you have already indicated the final attributes and collected from the site is what is important. If these are correct then the diagnostic info can be ignored.

 

Hope this helps.

 

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Items rejected for mismatched price but structured data, feed, and website all show correct price.

Visitor ✭ ✭ ✭
# 3
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Hi Emmanuel, I appreciate your response but, with respect, none of it makes any sense.

 

1. Why should we change the display of the prices around? Why would this make any difference when actually google gets the correct price for 95% of our items? Why would this make any difference when google in this instance is picking up the tiny per-unit price which is only even presented on the website to assist the customer? Moreover though, why is google even using the crawled prices when the structured data is supposed to be authoritative?

2. With respect, the diagnostics tool shows currently disapproved items as well as historical. It even states the latest date of the data as "10 August 2018 at 11:08" i.e. now. It allows us to see why some ads are currently disapproved.

3. This inconsistency has been going on for longer than 30 days. Why would they just disappear?

 

4. How or why should we ignore information that is telling us that a proportion of our items are invalid and therefore ads are not running for them?

Items rejected for mismatched price but structured data, feed, and website all show correct price.

Top Contributor
# 4
Top Contributor

1) This is a Google requirement, the price that the customer pays must be the most prominent. As we read from left to right and top to bottom. This means the price to be paid, needs to be first.

https://support.google.com/merchants/answer/4752265?hl=en

 

2) The diagnostic tool is for reference only, yes you will see violations, warnings, errors from today and should be corrected. However if you see 1 issue this may apply to all products, so make sure you check all products and not just the one listed.

 

3) That is correct and how the diagnostics tool works. Google does not check every page every day, but over a span of 30 days. Hence why you get a different list of issues every day or week, if not resolved. You might even get issues a year after you have fixed all issues as new policies or new checks are done. Checking your diagnostic panel weekly is recommended. I do this for all my clients. You never know there can be an issue you can't foresee.

 

4) Ignore if all data is correct, check under Google Merchant Center > List > click on your product > final attributes and collecting info, if they are both the same and accurate then all is good.

 

Please note this is a public forum and we are volunteers helping others, as we have no access to your account then the best course of action is to call Google directly: https://support.google.com/merchants/contactflow

Google's helplines are open during business hours only. (Weekends are not included.)

 

Hope this helps.

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Items rejected for mismatched price but structured data, feed, and website all show correct price.

Visitor ✭ ✭ ✭
# 5
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I've got no idea why this has been marked as Resolved and this as an Accepted Answer. Nowhere has this addressed the core issue that merchant centre is ignoring our valid structured data and instead picking up nonsense price values from page crawls and using those to incorrectly mark items as disapproved.

 

Eventually Adwords support escalated this and they appear to have fixed it. We'll see.

Re: Items rejected for mismatched price but structured data, feed, and website all show correct pric

[ Edited ]
Top Contributor
# 6
Top Contributor

note that google crawls both structured-data and the information that is
displayed visually to users -- structured-data is not more authoritative,
but rather relates to a different policy.

structured-data is mainly used to keep the submitted-data in sync,
with google's display of shopping-ads, during the few times when the
merchant's submit-frequency cannot keep pace with changes on a site --
structured-data is not a replacement for, or more authoritative than,
displayed information to users, nor is structured-data a replacement
for submitting accurate and up-to-date data to google.

the price submitted to google must include value-added-tax (vat) --
the price including-vat must be visible on the landing page --
the price must be displayed prominently on the landing page --
google is the final arbiter of prominently.

the displayed-price to users, the structured-data price, the price
on the shopping-ad, and the default add-to-cart price, must all
match exactly, at all times, for all users, and must all include vat.

a best-practice is to display, only one, single, price, on the landing-page --
the one price that a user will actually pay for the item-offer being shipped.

other items not being flagged, does not necessarily mean that
other items are not violating the policies; google does not check
all items, or all landing-pages, for all possible issues, all the time.

most policy-flags within the diagnostics-tabs are examples,
to be used to find a root-cause and address the issue for
all potential items, now in and in the future, that may be
violating the same similar policies -- not simply for the
individual items that are currently flagged.

that said, this is mainly a peer-to-peer public forum -- forum-members can
mainly offer suggestions, based on the information posted here in public.

google is the final arbiter of all policies.

the best likely course is to continue working directly with google.