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Merchant Account Suspension

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hi Everybody,

 

I wondered if you could help, we have recently launched our website and we decided to try out google shopping,

 

We have good feedback and sales are good and not had any complaints,

 

Now....we downloaded a feed into google shopping to get set up and we had feed issues getting items set up with google but it seemed to knowledge of the usage of feed more than anything. Ok so.. this week we have recieved an account suspension with the below :-

 

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.

 

Couple of points, we don't have any promotions on our site and we have trawled the Terms and Conditions and cannot see where we have violated?!?

 

We have asked the question and got this response :-

 

Marc, it has come to our attention that your Google Merchant Center account doesn't comply with our Program Policies. We have therefore disabled your Google Merchant Center account. Please visit:  Shopping policies for more information about our policies.

 

Thats great but we cannot see where and there is no help or pointers to this, maybe someone could take a look?

 

www.lightningsales.co.uk

 

Im stunned with this one, AD words is happy to take our money for advertising but not shopping dont understand,

 

Thanks in advance,

 

Bolt Game Studios

3 Expert replyverified_user

Merchant Account Suspension

Rising Star
# 2
Rising Star

Your site does not use SSL - and when you try to shop, you get redirected to https://store-ptazx3j6pv.mybigcommerce.com/ which appears deceptive.

You are not in compliance with the UK cookie policy (https://www.cookielaw.org/the-cookie-law/)

No address or phone number.

You are not collect VAT

This is by no means an exhaustive list - just the first 2 minutes...

 

_________________________________________________________________________
Director of Marketing | Nehmedia | Partner Profile

Merchant Account Suspension

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Hi Phillip,

 

Thank you for your reply we will have a look into this we did not realise,

 

This seems to be a big commerce default will look into changing it,

 

Will they usually review if we carry out the changes? We know about the SSL this is something we are looking into at the moment,

 

Thanks,

 

BGS

 

Merchant Account Suspension

Top Contributor
# 4
Top Contributor

I get a blank page when visiting your site. Not sure if you have IP or country blocking enabled. If so you need to remove the blocking as Google Shopping requires a customer in any country to visit your site.

 

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Re: Merchant Account Suspension

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Hi,


Yes we have just taken the site down for maintenance due to these known issues,


We are working to resolve them and have it back up and running soon,


Thanks,


BGS

Re: Merchant Account Suspension

[ Edited ]
Top Contributor
# 6
Top Contributor

also, for contact information, google prefers a phone number
that rings and will be answered during normal business-hours,
a physical business-address that will resolve on google-maps,
a valid, working, business-email-address, and if applicable, a
merchant's business-hours -- in addition to any on-line form.

 

also, any nonfunctioning website-pages or a page that causes

nonfunctioning browser-back-buttons are generally not allowed.

 

also, web-pages that negatively impact the online shopping
experience, especially with respect to a user's location or
device, are generally not allowed.

 

also, the same information and website details must be shown to all users,
regardless of user-agent, ip-address, or any user-identifiable information.

 

perhaps importantly, with respect to a re-review by google for shopping-ads --
untrustworthy-promotions may also relate to a business-model, a specific
business-process, or how a specific business or its advertising have been
represented to the public, especially over time

 

if the flagged violation is mainly due to any of these business issues,
then changing a site may have little or no impact on google's decision;
therefore, untrustworthy-promotion suspensions are often permanent

with respect to a merchant.

 

as an aside, shopping-ads have a set of expected practices for site downtime --
including setting all availability values to out of stock and re-uploading all
product (feed) data, at least two-hours before a site becomes unavailable,
and resubmitted as in stock only after the site is fully functional and available;
otherwise sites with too long or too frequent outages are usually considered
a bad user experience and is grounds for items being removed, disapproved,

or the merchant suspended, at any time.

 

see also

https://support.google.com/merchants#topic=3404779

https://developers.google.com/speed/pagespeed/insights/?url=http%3A%2F%2Flightningsales.co.uk%2F

 

Merchant Account Suspension

Rising Star
# 7
Rising Star

Bigcommerce has a fairly active community - https://forum.bigcommerce.com/s/  I would make sure you get your store in shape and in compliance with tracking policies and VAT before relaunching your ads.  Good luck!

 

_________________________________________________________________________
Director of Marketing | Nehmedia | Partner Profile