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Need Insight into Suspension

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

"Thanks for your continued patience during this process. Our specialists have re-reviewed the account and confirmed that it is in violation of our AdWords policies. Since this decision is final, the account will not be reinstated. Please avoid creating additional AdWords accounts, as they will be subjected to the same suspension."

 

We have been trying to get an explanation out of the Merchant/Adword team for the better part of 6 months and they said that the decision to suspend our account was final without a hint as to why. We barely did any listings and advertising. We have near 100% feedback on all of our sales channels so we are extremely perplex as to what the issue could be. If someone knows who to contact or what is wrong with our website, we will gladly fix it immediately and follow up. Appreciate any pointers or tips.

 

We also received an email from a Google's customer service rep to create another account but we do not want to risk it because we are receiving conflicting messages.

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Marked as Best Answer.
Solution
Accepted by topic author Da X
July

Need Insight into Suspension

Top Contributor
# 8
Top Contributor

unfortunately, if the policy-teams have determined that a suspension
is permanent, and nothing can be done to change that determination,
then google will not share any further details, whatsoever.

if there is any chance for reinstatement,
google will usually indicate the minimum
steps required for reinstatement in email.

however, for permanent suspensions, any details, any hints, or any
reason offered, would be of little or no use since, in those cases,
no action can be taken, to change the policy-teams' decision.

that said, this is mainly a peer-to-peer forum --
google is the final arbiter of all policies.

 

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Re: Need Insight into Suspension

[ Edited ]
Top Contributor
# 2
Top Contributor

generally, if there has been a re-review by a specialist at google,
who indicates that a decision is final, or nothing can be done to
affect an outcome, then google will not offer any details, whatsoever.

usually, opening any new accounts will
eventually result in another suspension.

such issues may relate to a supply-chain, business-model,
pricing-model, business-practice, or any similar issue, that
has nothing whatever to do with a single specific website,
or any submitted data, per se.

Re: Need Insight into Suspension

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

We sell physical branded products with shipping and tracking and there's nothing extraordinary about our pricing, business model, supply-chain, or business practice. We currently have Amazon, eBay, Newegg stores all with 99.9%+ rating with over 3 million USD in annual sales with 5000+ feedback. We are a fairly run-of-the-mill reseller, which is why we are so perplexed as to the suspension. We have fulled thousands of orders through our website with no complaints from anyone. We haven't spent $1 on Adwords before getting suspended.

 

When we go to our Adwords account, it says there is suspicious payment activity. It is a credit card in our name and there's no chargeback or anything of the sort. The lack of an explanation leaves us in limbo. We really want to reach Google search customers.

Re: Need Insight into Suspension

Top Contributor
# 4
Top Contributor

Hi there;

@Celebird provided you with some   background on the suspension  process. 

Applying  it to your specific case:


  • What was the reason for suspension mentioned in the email received from Google?. (Look for this email - it is the key for understanding the issue)
    Please share the URL of the site suspended.

 

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer’

Re: Need Insight into Suspension

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
www dot love r pi dot com

"What was the reason for suspension mentioned in the email received from Google?"

This was the first email we received from Google:

"Dear Google Shopping Merchant,

It has come to our attention that your Merchant Center account (Love R Pi, ID: 102419374) does not comply with our Google Shopping Policies available at http://www.google.com/merchants/policies.html

Your Merchant Center account has been suspended and your product listings no longer appear on Google Shopping. Please note that a suspension notification message is also displayed in your Merchant Center account. In addition, related Merchant Center accounts might also get suspended.

If you believe there has been an error, we want to help. Find out how to contact us by visiting https://support.google.com/merchants/?rd=1#topic=3404818&contact=1.

Sincerely,
The Google Shopping Team"

I called in and they said it was a non-issue and they would unsuspend us. Two weeks later we got the same email again. I called in and the customer service rep said they didn't notice any issues with our website and would unsuspend us again. Afterwards he reached out and said he wasn't able to unsuspend me.

"I tried to get the review team to re-review your website, but unfortunately their final decision is to uphold the suspension. (Unfortunately the details are not shared with us on the same for security reasons)"

I sent back a response asking for what the issue with the website is and the rep responded with the following:

"You can try creating another Merchant center account with another email ID and then check."

Did I miss some email that we were suppose to receive about our website? I have been inquiring multiple times as to exactly what the issue is but no one seems to have an answer. Anytime I call into Google to reach someone, I get the "you are suspended message" and the system disconnects me.

Re: Need Insight into Suspension

[ Edited ]
Top Contributor
# 6
Top Contributor

note that ebay and newegg may submit product-listing-ads,
as a marketplace, on behalf of existing marketplace-sellers --
if so, submitting the same similar physical inventory again,
via a private website, would be a violation of the google
shopping-policies and grounds for a suspension, at any time.

somewhat related, google has rather strict rules with respect
to accurate on-hand, physical inventory, stock availability status.

that said, forum-members can mainly offer suggestions and possibilities
based on information posted here in the public-forums -- forum-members
do not have access to any account histories, business payment histories,
or other relevant information, that google may have at their disposal.

as was indicated, google often does not share all the suspension details.

Need Insight into Suspension

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

They have not shared any suspension detail after repeatedly asking for even the original issue that caused the suspension. We sent them the following:

 

"

1) We do not have any other accounts.

2) We were not given any reason for the original suspension.
3) We were not given any reason for the second suspension after your customer service said everything was fine after we contacted them about the first suspension.
 
We are requesting a log the communication with adword support so we can get an idea of what happened as we are completely in the dark. We would like to at least know what happened originally as we are not aware of any action we have taken that violates the guidelines. You should be at least be able to give me a reason for the original suspension.
 
We had a Google Merchant account that was suspended for some unknown reason that propogated to our adwords account. We run a legitimate business and we have no recourse in even finding out what happened to cause our account to be suspended in the first place.
"
 
No response...
Marked as Best Answer.
Solution
Accepted by topic author Da X
July

Need Insight into Suspension

Top Contributor
# 8
Top Contributor

unfortunately, if the policy-teams have determined that a suspension
is permanent, and nothing can be done to change that determination,
then google will not share any further details, whatsoever.

if there is any chance for reinstatement,
google will usually indicate the minimum
steps required for reinstatement in email.

however, for permanent suspensions, any details, any hints, or any
reason offered, would be of little or no use since, in those cases,
no action can be taken, to change the policy-teams' decision.

that said, this is mainly a peer-to-peer forum --
google is the final arbiter of all policies.

 

Re: Need Insight into Suspension

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

We have examined all of our email from "google.com" going back for 3 years. We found no email with a reason for the suspension.

 

The first email we received was on December 30, 2015.

 

Dear Google Shopping Merchant,
 
It has come to our attention that your Merchant Center account (xxx, ID: xxx) does not comply with our Google Shopping Policies available at http://www.google.com/merchants/policies.html
 
Your Merchant Center account has been suspended and your product listings no longer appear on Google Shopping. Please note that a suspension notification message is also displayed in your Merchant Center account. In addition, related Merchant Center accounts might also get suspended.
 
If you believe there has been an error, we want to help. Find out how to contact us by visiting https://support.google.com/merchants/?rd=1#topic=3404818&contact=1.
 
Sincerely, 
The Google Shopping Team 

 

We called in with an agent who said there was an error in our feed that needs to be corrected which we did. Then we received this email on January 4, 2016.


Hello,

We've identified suspicious behavior in the payment activity of your AdWords account (customer ID xxx) or a connected account. To help prevent any unauthorized activity, we suspended your AdWords accounts and stopped your ads from running.

This suspension means that your ads in this account and any related accounts can no longer run, and you won't be able to open any new AdWords accounts. You can read more about AdWordssuspension policies at https://support.google.com/adwordspolicy/answer/164786?utm_source=policy&utm_medium=email&utm_campai....

If you believe that your account was suspended in error, please contact us through the AdWords Help Center: https://support.google.com/adwords/answer/8206?contact=1&utm_source=policy&utm_medium=email&utm_camp...

Sincerely,

The Google AdWords Team

 

We had no idea why this happened. We sold thousands of units of the products on Amazon and eBay without issue and was suspended twice. All of the credit cards on our account was in my business or personal name. Then we received this email on January 15, 2017.

 

 

Dear Google Shopping Merchant,
 
It has come to our attention that your Merchant Center account (xxx, ID: xxx) does not comply with our Google Shopping Policies available at http://www.google.com/merchants/policies.html
 
Your Merchant Center account has been suspended and your product listings no longer appear on Google Shopping. Please note that a suspension notification message is also displayed in your Merchant Center account. In addition, related Merchant Center accounts might also get suspended.
 
If you believe there has been an error, we want to help. Find out how to contact us by visiting https://support.google.com/merchants/?rd=1#topic=3404818&contact=1.
 
Sincerely, 
The Google Shopping Team 

 

We use the full suite Google services since 2011 and never had any issues. Like I explained before, we never received any reason for the suspensions both from the merchant center or Adwords. Every response after these emails were canned responses explaining that we couldn't get an explanation. I don't know what kind of process this is but it's basically guilty until proven innocent while not being provided with the accusation and without being able to defend yourself.

Need Insight into Suspension

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭

To add to this: we did not even run any high value campaigns. We created one campaign for one product with a $5 budget to test our ordering systems to make sure that orders could be completed via our Shopify platform at the time. This makes absolutely no sense to us.