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PLA Account suspended due to "Generic or dysfunctional landing pages"

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hi everyone! Earlier this week I received an e-mail alerting me that my Merchant Center account was suspended due to "Generic or dysfunctional landing pages" along with several examples URLs that were actually loading fine for me and have been successfully included in my feed for several years now. Let me be clear here that our site displays the exact same product name, description, image, price, and currency no matter where you are accessing it from.

 

We had an identical suspension last month, but ended up resolving it after a few hours by allowing geo-IP access to our e-commerce site to all regions. We had previously blocked countries like China, Russia, etc in order to protect against fraud. Unblocking all regions from accessing our site fixed the issue at the beginning of July, but then we received this same suspension reason again earlier this week.

 

I submitted the account re-evaluation form earlier this week stating that our site is loading fine, but Google eventually got back to me confirming that their team still wasn't able to access our landing pages properly. I got on the phone with a merchant center rep from Google who informed me that their team is located in India and were receiving 404 errors when trying to load our pages, but again, that is a region that is able to access our site and our site hasn't gone down at all.

 

I have submitted the account re-evaluation form again, have e-mailed a few times, and called back a few times, but never get anywhere and my account is still suspended. Earlier today someone replied to one of my e-mails saying that the original warning was due to separate products further down our landing pages that were being cross-sold. They did not mention anything about 404 errors! It seems to me that it's just different people reviewing our account each time and deciding on their own what they think the issue can be Smiley Sad I replied back to the e-mail requesting that this issue be escalated to someone above them.

 

We have never had our account down for more than 1 day, but now we're going on day 3 and the last I heard from Google on the phone earlier today was that we most likely wouldn't have an answer until Monday morning. We have already lost out on thousands of dollars worth of sales and that number keeps growing by the hour, I'm pulling my hair out trying to figure out what I can do to help resolve this with Google. Any ideas or suggestions would be appreciated, thanks all!

3 Expert replyverified_user

Re: PLA Account suspended due to "Generic or dysfunctional landin

[ Edited ]
Top Contributor
# 2
Top Contributor


all the issues outlined can result in a disapproval or suspension, at any time.

if such issues are not addressed in a timely manner, or there are
too many issues over time, or any one issue was serious enough,
google may simply make the suspension permanent.

a single disapproval or suspension can be for multiple issues.

unfortunately, forum-members cannot look into the feed or account history --
we would likely need more specific details to offer any specific suggestions --
such as the exact website url involved, exact messages, screen-captures, etc;

forum-members can mainly offer suggestions based on the posted information.

generally, if the link landing-pages are all fully functional --
then, the generic violation relates to a generic landing-page;
that is, the page has more than one item with a price or, the
specific item-offer is unclear or, not prominent enough.

for best results, the link landing-page should show only one,
single, item-offer with only one, single, price -- that exactly
matches the single item-offer submitted in the feed, for all
users, regardless of physical location.

 

also, google must be able to crawl the submitted information on

the landing-page and the landing-page must respond properly,

to all google's (user-agent) crawl requests, at all times.

otherwise, the best likely course would be to
continue working with the support specialists.

Re: PLA Account suspended due to "Generic or dysfunctional landin

Top Contributor
# 3
Top Contributor
As Celebird says, if too many suspensions have occurred or a severe one has happened, a permanent suspension can happen.

I would suggest you re-check all previous warnings properly, using proxies and dns checkups etc...

Cross sold could mean that you are selling the products already on a marketplaces that is also publishing your products on Google Shopping. For example eBay or Etsy.

You need to request that these marketplaces do not submit your products on Google Shopping as this is considered an unfair advantage.

But we are all guessing, as Google Adwords is currently not good with technical or complex issues and do not see fit to answer questions on certain accounts.

Using my MCC account I have never had an issue, but using a client account and get answers is a different story sometimes. These can be a bit difficult.

On another note, I always call Google UK (dublin).

I hope you get it fixed.
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Re: PLA Account suspended due to "Generic or dysfunctional landin

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭
We have the same problem. We got a warning several weeks ago. Again all the example links worked fine and went to the correct and specific product page. Again when we spoke to support they couldn't see the site at all because they were based in India - which we had blocked from our UK website. But they insisted the computers that checked the feeds were based in the US so this shouldn't be the problem. We removed the india block (but like you still have some dodgy countries blocked) and the google support team can now see the pages correctly and said all would be fine. But today we get an email saying our account is suspended because "it came to our attention that the previously outlined data quality violations still remain unresolved".

Just to be clear to those replies to your post - we are not doing anything dodgy; all of the pages link directly to the specific product from the feed; this feed was running for a couple of years with no issues and we've done nothing to it other than keep the prices updated; there is only one product per page (other than "related products" and "customers also bought" links at the bottom); the page contains the correct microdata for the products, with matching prices etc; the specific error we get is "Generic landing pages".

How was your problem resolved in the end?

Re: PLA Account suspended due to "Generic or dysfunctional landin

Top Contributor
# 5
Top Contributor
Google sees blocking countries as manipulation. It does not matter what you think. If Googles says you can not block any countries than you need to ensure that is done.

Google requires a customer that clicks on a UK ad from any country to have access and see the same details without any modification.

I fully understand your issue, but Google has a strict policy and to sell products on Google you must follow every rule.

As you have two repeated offences you might not be able to activate your account anymore. I suggest you unblock all countries and ensure no manipulation is done. Than ask for a re-approval.

However other issues might effect your account and Google is currently not very good at explaining every issue separately.

Hope this helps.
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Re: PLA Account suspended due to "Generic or dysfunctional landin

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭
" If Googles says you can not block any countries than you need to ensure that is done."

Well google didn't say that. Unless it's hidden away in some policy or terms & conditions somewhere.

It would seem a bit crap if we have a UK (only) site and we're not allowed to block dodgy countries specifically for generating a lot of suspicious activity. But we'll get rid of the blocks anyway.

However, as the first OP claims, they had already removed the blocks before they were suspended so that may not be the issue. Although to be fair we already considered that as a potential cause despite google support saying it wasn't an issue.

Re: PLA Account suspended due to "Generic or dysfunctional landin

[ Edited ]
Top Contributor
# 7
Top Contributor


no two suspensions are necessarily alike and a single suspension
or disapproval status can be for many, multiple, disparate, issues.

 

generic and dysfunctional pages are two slightly separate but related policies.

google being able to crawl the pages from any of their user-agents and
a user being able to land on the pages that display the product-offer,
submitted to google in the product (feed) data, regardless of the user's
location, ip-address, device, browser, cookies, targeting-country, any
ad targeting details, or any other similar consideration, have been the
policies for quite some time and are indicated in the policy articles.

generally, google may verify compliance from various locations, at any time.

as was indicated, if any issues are not addressed in a timely manner,
or there are too many issues over time, or any one issue was serious
enough, the suspension can be permanent.

previously outlined data quality violations that still remain unresolved is
certainly grounds for such a suspension, regardless of any potential fixes.

however, google is the final arbiter of all policies.

see also
https://support.google.com/merchants?#topic=3404779
https://support.google.com/merchants/answer/188484
https://support.google.com/merchants/answer/2700318
https://support.google.com/merchants/answer/4752265
https://support.google.com/merchants/answer/6069143

Re: PLA Account suspended due to "Generic or dysfunctional landin

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭
Two days ago I had the same situation. I even escalated the case to merchant account team. And...finally... I got no explanation after that. They just enabled my account and that's it. I have some countries blocked on Apache level and I suspect that Google does testing from India, etc that we block for continuous data scraping and attacks from there. I'm going to setup firewall-level blocks and check if it will solve the problem because Google complains that HTTP errors starting from 4 and 5 are reasons for suspension and this exactly how Apache blocks work.

PLA Account suspended due to "Generic or dysfunctional landing pages"

Top Contributor
# 9
Top Contributor

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