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Need help Google Merchant Suspension

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hi,

 

I had fix some of the issue, left 1 to go. 

 

Account suspended due to policy violation: user safety (e.g. missing contact information, missing terms of service)

 

My website is www.uniquematcha.com

 

Any expert here can explain to me what else if left to add in?  I tried reading the information given but still don't understand as it's my first time handling this Google Merchant.

 

Thank you.

 

Regards,

Brian

3 Expert replyverified_user

Re: Need help Google Merchant Suspension

Top Contributor
# 2
Top Contributor

Hi @Brian L,

 

I clicked on your website but it comes up with a DNS error. It very could be that your site has the required info, but the Google Adbot hit this same error. Your website most be accessible at all time from all places around the world while running ads. 

 

error with google merchant website.jpg

 

Once your website is accessible, let us know and we can take a look again.

 

Until then, make sure you have a contact page set up with your full name and contact info. And make sure you have a terms of service / privacy policy page set up with all of the required info.  Have you viewed this info discussing the landing page?

 

Kind Regards,

 

James

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Need help Google Merchant Suspension

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Oops.

Just notice the error. I type wrongly on the URL.

 

it is suppose to be www.uniqmatcha.com

 

Thank you.

 

Regards,

Brian

 

Need help Google Merchant Suspension

Top Contributor
# 4
Top Contributor

Hello Brian,

 

After looking at your site, your terms of service is missing some important info, you do not seem to have delivery costs listed in your policy. I also recommend looking at your competitors who have there products on the site to check what other things are missing.

Your contact page is missing a telephone number, physical address. As per Google's Policy you are required to have this information

 

hope it helps

 

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Need help Google Merchant Suspension

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

Hi Emmanuel, 

 

I will add this in:

"Your contact page is missing a telephone number, physical address. As per Google's Policy you are required to have this information"

 

As for Shipping, I think i stated there Free Shipping worldwide. I need to check first.

 

I will check my competitors as well to have a look. Thank you.

 

Regards,

Brian

 

Re: Need help Google Merchant Suspension

[ Edited ]
Top Contributor
# 6
Top Contributor

also, strongly consider replacing "faq" with the following two links:
Billing terms and conditions
Return and refund policy

 

be certain the billing-terms-and-conditions clearly and conspicuously
disclose accepted payment methods and details, and any additional

expenses that a user will pay.

 

be certain the return-and-refund policy includes at least the following details:
- the exact steps a user must follow to complete a return and a refund;
- the exact conditions under which a return or refund is offered;
- the exact time-frame returns are accepted;
- the exact time-frame when a user can expect a refund.

 

also, google has professional and editorial standards and policies;
such as, proper punctuation, spelling, and grammar -- for the site
and all submitted product data, with respect to the official language
of the selected target-country.

 

if the website is intended to target english-speaking countries, strongly
consider reviewing all sentences on the website for proper english.

 

generally, any automated language translation is

not acceptable -- even if google-translate is used.

 

for example:
We provide FREE Shipping to every places, and provide you with tracking number. However, we cannot control as to when the product will reach to you.

 

should likely be changed to something like the following:
We provide FREE Shipping to all locations and we provide you with a tracking number. However, we cannot control exactly when the product will reach you.

 

see also
https://support.google.com/merchants/answer/188493
https://support.google.com/merchants#topic=3404779

 

Need help Google Merchant Suspension

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

Hi Celebird,

 

Thank you so much for the input. I will do it right away and see whether it will get the approval.

 

Thanks to Emmanuel too. 

 

Regards,

Brian