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Merchant Center account suspension for Google Shopping

Google Employee
# 1
Google Employee

Hello,

 

My name is Pankhi Gakhar and I work with the Shopping Quality Operations team at Google. Today’s post will cover the fundamentals of Merchant Center account suspensions for Google Shopping. If you have any suggestions on similar subjects that you would like us to cover, please do leave a comment and we will be happy to share more insights in the upcoming posts. Thanks!

 

In 2012, we announced the rollout of the new Google Shopping commercial model built on Product Listing Ads globally. These changes have created a better shopping experience not just for our users but also for our merchants. A positive and safe shopping experience is, undoubtedly, a result of policy compliant and high-quality product information. To achieve this, we require all our merchants to follow Google Shopping Program Policies and Google Shopping Feed Specification.

 

If we find that a Merchant Center account is not in compliance with any of these, the account will be suspended along with any related AdWords and Merchant Center accounts.

 

For all merchants on Google Shopping, here is some information that will help you understand Merchant Center account suspensions better.

 

Note: Merchant Center account suspension, here, refers to the removal of items from Google Shopping. The items in the account will still be available for other destinations, and your actual Google account will still allow you to access other Google products.

 

Account suspension warning:

Merchant Center accounts are reviewed on an ongoing basis. As indicated above, if your Merchant Center account is not in compliance with Google Shopping Program Policies or the Google Shopping Feed Specification requirements, it may be suspended. In most cases, you will receive a warning email detailing a sample of violations and the instructions on how to fix them within a deadline. This deadline varies depending on the type of error.

 

Account suspension:

The suspension email is sent to both the primary and technical email addresses specified in your Merchant Center account settings and the suspension status is also viewable on your Google Merchant Center Dashboard.

It is critical to keep the Merchant Center account contacts up-to-date as both the warning and suspension emails are sent to the contacts in your account.

 

Account reinstatement

When you have resolved the violation(s) that caused the account suspension, you can request Google to re-evaluate the suspended account. Here is what you need to do:

 

  1. Fix the previously identified issues such that a long-term solution is implemented to prevent future violations.
  2. Submit the product listings again.
  3. Review the data in the Products tab. Here, you can see information that was most recently submitted to Google Merchant Center, and you can compare this data to your live website.
  4. Contact us through this form for an account re-evaluation. Make sure to fill in the details as accurately as possible, and a specialist will review the case and take necessary action within 5 days. You may also contact your dedicated account representatives at Google.

 In case of further questions, please post them in the Google Shopping forum.You can also contact us here for any additional information about your Merchant Center account.

3 Expert replyverified_user

Re: Merchant Center account suspension for Google Shopping

Google Employee
# 2
Google Employee

Great post Pankhi!

Re: Merchant Center account suspension for Google Shopping

[ Edited ]
Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

our merchants account been suspended,it has passed for 2-3 weeks, please help us to re-active our merchants account, we have check and have not find any problem, we yet don't know the reason that it was suspended,really need get help, our merchants account is <edited by a Community Manager as noted below> thanks!

 

Note: this post has been edited by a Community Manager, in order to remove sensitive information. This is done to protect privacy and account security.

Re: Merchant Center account suspension for Google Shopping

Top Contributor Alumni
# 4
Top Contributor Alumni

Hi @Market d 

 

Suspension can happen at any time, this can occur hours, days, weeks, months or even years of having your items listed, policies do change and therefore it is important to always ensure your items are abiding by any changes to terms and policies.

 

You should have received an email about the suspension or at the very least have notification of any errors etc within your Google Merchant Center Account. 

 

Please ensure your email address is correct within your settings and check your spam folder to ensure you have not received any communication.

 

Unfortunately, forum members are unable to look into individual accounts, so it would not be possible for us to stipulate the reason for the suspension. If you share your website URL, we may be able to advise if there is anything obvious that could be the issue. Also, if you can share any warning messages found in your account, this would also help.

 

You will, however, need to reach out to Google and ask for clarification and guidance and a definitive answer. 

 

You can contact Google Here - https://support.google.com/merchants/answer/188494?hl=en#contact=1

Either by telephone or by selecting the appropriate radio button. Please make sure you are logged in with the account you are inquiring about, this will allow for your details to be pre-filled. Make clear ASAP that this is in reference to a Shopping Account.

 

Tom Wilson
Freelance Adwords & Google Shopping Consultant

If you find this or another response helpful within the forum "please accept as solution" to further assist and direct others.

 

 

 

 

Re: Merchant Center account suspension for Google Shopping

[ Edited ]
Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

hi, 

    Our Merchants account was suspended, but we checked numerous times for our website and merchants feed, we can not  find any violation of policies and problem, we yet have not received any email about suspending ,Can you help us to get  the specific reason that it is suspended, if you can not tell us the specific reasons, we can not  how to correct it, we have done Google campaign for three years Via Google shopping, it still has not any problem, but now it was suspended suddenly, it has impact us .

 

    I hope you can help me to solve this problem, until the account can be used , we really need your help  and your  account auditing  team members can respond and give me a solution to my problem, this event has not resolved for me more than 20 days, we  hope you can resolve it for me as soon as possible,thank you very much.

 

Our merchants account <edited by a Community Manager as noted below> ,    website:efunlive.com.

 

we called china google customer group,but they didn't give us any reason, they yet can not help us to solve it , we hope you can help me with USA team, thank you !

 

Note: this post has been edited by a Community Manager, in order to remove sensitive information. This is done to protect privacy and account security.

Re: Merchant Center account suspension for Google Shopping

Top Contributor Alumni
# 6
Top Contributor Alumni

Hi Chen s

 

As already covered within your initial post - https://www.en.adwords-community.com/t5/Google-Shopping-PLAs-Merchant/please-help-us-active-our-merc...

 

You will need to contact Google to discuss, please refrain from duplicate posting, especially when a response has already been made available to you. 

 

Follow the instructions found in the original conversation to speak directly with someone at Google.

 

Tom Wilson
Freelance Adwords & Google Shopping Consultant

If you find this or another response helpful within the forum "please accept as solution" to further assist and direct others.

Re: Merchant Center account suspension for Google Shopping

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
Our account has been suspended as well however it feels like there is something more going on here.

I made some updates to my store and resubmitted my account for a review. I received this response:

"Your account was reviewed again, and it continues to be in violation of our policies, which is why the suspension still holds true.

I certainly understand this is not the resolution that you want .We would like to help you, however the decision to suspend the account was only made after a thorough review of your account.

As outlined in the Terms of Service, Google reserves the right to change, suspend or discontinue any aspect of the Services at any time, including availability of the Services or any Service feature, without notice and without liability. As of now I'm afraid we can't discuss the specific circumstances of any account closure.

Thank you for your support and understanding. "

It is the "we can't discuss the specific circumstances...." part that has me a little freaked out.

We really have poured over the google's shopping terms and do not see anything. I feel as if the suspension is something more however they have not told me I am banned or anything like that or have not made reference that the suspension is permanent.

Can you guys help me interpret this rather cryptic email? Am I being paranoid and this is just standard Google procedure?

Thanks for the help!

Re: Merchant Center account suspension for Google Shopping

Community Manager
# 8
Community Manager
This 2014 thread has been closed to new replies. 
 
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