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Policy Change for Pet Pescriptions & Pharmacies

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Has there been a recent change to the policy for Google Merchant listings regards advertisers who also sell prescription pet products, particularly outside the US & Canada? (we know prescription pet products themselves are not allowed)

 

I have a client who has had all merchant centre listings suspended (the feed didn't include prescription pet products) and is being advised by Google Support that it is due to a policy change. Yet I can find nothing in the Google policy change log, and all their competitors are still listed for the same type of products.

 

They are VMD registered in the UK and comply with all UK regulations.

2 Expert replyverified_user

Re: Policy Change for Pet Pescriptions & Pharmacies

[ Edited ]
Follower ✭ ✭ ✭
# 2
Follower ✭ ✭ ✭

That is annoying, I have no experience in listing drugs on Google Shopping. Do note that even thought it is suspended today, it could have been a policy from half a year ago.

When Google lists a policy change it is done here
https://support.google.com/merchants/topic/4349929?hl=en

Maybe somebody else could shed some light.

----------------

FeedArmy | Google Shopping APP

Re: Policy Change for Pet Pescriptions & Pharmacies

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Emmanuel

Thanks, yes I had checked that policy change log, but there is nothing even remotely close to it. Can't understand why all the competitors remain listed, if it is now policy then fine, but surely it should apply across the board?

Re: Policy Change for Pet Pescriptions & Pharmacies

Top Contributor Alumni
# 4
Top Contributor Alumni

Hi Sean

 

I would speculate this is the "fault" of the automatic review status and may need the attention of a member of Google staff. As such I would ask your client to contact them again, or if you are able to speak with Google on their behalf for further clarification on the matter. Discuss if a manual approval would be deemed acceptable and necessary or alternatively, if there is any other options that can be made to your client in order to have their items listed once more.

 

Were they provided any details that would lead them to believe this is due to the prescription items on the website, although not listed in the datafeed?

 

If this is the case, then Google can and will also suspend similar accounts, if they are violating the policy indicated to be the problem in due course. Their continued presence in results is not a method to verify the status of your own or clients feed. 

 

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: Policy Change for Pet Pescriptions & Pharmacies

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Tom,

Yes we have already spoken to UK support on behalf of the client, this is where we got the information from about it being due to a policy change.

Google UK even said they were not aware of the change until they queried it further up the chain.

If the like minded competitors were also suspended that wouldn't be so bad, we'd be on a level playing field, but not one has been removed as yet and its been nearly 2 weeks.

I came here with the question as I couldn't see anything in the policy change log and I wanted to do due diligence to ensure we hadn't overlooked anything.

Thanks

Re: Policy Change for Pet Pescriptions & Pharmacies

[ Edited ]
Follower ✭ ✭ ✭
# 6
Follower ✭ ✭ ✭

Why don't they say what violations you have done, can you see it in the new diagnostic panel inside Google Merchant?

They should give you a message what the violation is.

Re: Policy Change for Pet Pescriptions & Pharmacies

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
Emmanuel,

With the exception of a handful of products with some feed errors in, now obviously corrected, nothing.

Re: Policy Change for Pet Pescriptions & Pharmacies

Top Contributor
# 8
Top Contributor

there has been no such policy change regarding (pet) pharmacies
for the merchant-center; currently, those policies remain the same
and can be found here --
https://support.google.com/merchants/answer/2731539

the best likely course would be to contact
a product-listing-ads specialist (again) for
a more detailed re-review of the issue.

Re: Policy Change for Pet Pescriptions & Pharmacies

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭
Celebird thank you for your input and we have done just that. They are telling us the exact same thing, yet we are not seeing any competitors de-listed.

Something is not quite right here and we continue to investigate and welcome any further suggestions from the forum.

Thanks in advance.

Re: Policy Change for Pet Pescriptions & Pharmacies

Google Employee
# 10
Google Employee
Hiya,

I just wanted to confirm that there has been no policy change regarding pet pharmacies for the merchant center. Policy has been the same and can be found here (https://support.google.com/merchants/answer/2731539?hl=en).

It seems to me like the advertiser was incorrectly disabled. Please ask them to reach out to the support team for a re-review.

Thanks!
Ly