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Policy Violation?

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

We are a company that sells fasteners (nuts, bolts, screws).  We have a new website: ChromeNuts.com We set up a Merchant account and Adwords account. We uploaded a feed, but as an oversight forgot to add our shipping and returns policy.  We added our shipping and returns policy, re-uploaded the feed, then we were suspended for a policy violation; however, nobody can tell us what is the policy violation.  We've had experience in the past with another site that is working perfectly with Google Merchant and we understand the importance of listing our products on Google Shopping, even though we are still eligible to advertise on Google Adwords.  We've built a great website, but feel we cannot promote our products without the help of Google Shopping.  Can some please advise us what we can do at this point. We are a legitimate US businesses with a tax id number since 1999. We have a fantastic website, but we can not promote it on Google Shopping. 

 

I just looked at an email and saw the below. What does this mean? We never intentionally or unintentionally for that matter misrepresented anything. How dare you report our business as untrustworthy.  We are probably the most trustworthy business out there.  Our website is ChromeNuts.com, we've been in business since 1999 and we sell fasteners(nuts, bolts, screws). We do not think it is fair that our competitors are allowed to sell on Google Shopping, but not us. Can anyone help us out here?

UNTRUSTWORTHY PROMOTIONS (MISREPRESENTATION OF SELF OR PRODUCT)

The online shopping experience offered through your website was considered unsatisfactory for Google Shopping users at this time. In determining whether a merchant or site is untrustworthy we may review information from multiple sources including your website, product listings, accounts and 3rd-party sources. Due to the sensitive nature of the review we are unable to provide further details. Finally, we encourage you to build a track

 

 

Thanks in advance for you time and help in this matter.

2 Expert replyverified_user

Re: Policy Violation?

[ Edited ]
Top Contributor
# 2
Top Contributor

Ohhhh... This is serious... Untrustworthy is a  severe violation.... Man Surprised

I doubt that we could help, and I don't think the missing return and shipping policies  was the root cause.  It's  a much deeper violation,

Let me ping  a colleague on that: @Celebird ?

 

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: Policy Violation?

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Thanks. Appreciate the help.

Re: Policy Violation?

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭
Hi MosheTLV and Forum,

I was just thinking. The company I am working for has been in businesses many years, but they recently purchased the domain name ChromeNuts.com to sell their Chrome Fasteners. Is it possible the previous owner was untrustworthy and we somehow inherited this label? If so, what can we do?

Re: Policy Violation?

Top Contributor
# 5
Top Contributor

Well.... Did they purchase (only)  the domain or the  whole business? Untrustworthy is a business model violation.
If only the domain were the issue, the violation would be categorized differently.

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: Policy Violation?

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭
It was only the domain. There has never been an untrustworthy business model associated with the businesses. Its an honest hardware (mom and pop) business.

Re: Policy Violation?

[ Edited ]
Top Contributor
# 7
Top Contributor

normally, if there is a path to being reinstated google will state the
steps to take within their policy-violation email -- unfortunately, if

there are no corrective steps in their email then, typically nothing

can be done and the suspension from the program is permanent.

that email from google looks to have been cut-off at, build a track ...
if there were any other information related to what steps to take,
that would be rather important.

for product-listing-ads in particular, there are rules for the supply-chain,
site, product, images, business-model, e-commerce, and landing-pages.

generally, all rules and policies must be met, well
before a website is claimed or inventory submitted.

for example, all inventory must be currently held physically in stock by
the merchant who is selling the products and the entire site must meet
all rules and polices related to the merchant-center (product-listing-ads).

for example, a detailed return and refund policy (link) that is
accessible on all product pages, such as on the site's footer,

is required.

for example, for new sites, check each and every page for any outliers --
lorem-ipsum and similar pages are almost always red-flags with respect
to representing a business or business-model.

for example, internal sku or self-assigned values cannot be used
as global-trade-data -- all global-trade-data (brand, mpn, gtin) must
be assigned by the manufacturer, to the exact item being sold, and
must be identical for all merchants selling the same physical item --
if no valid global-trade-data exists then identifier_exists FALSE must
be submitted without any gtin, mpn, or brand, values whatsoever.

for example, a link landing-page should have only one,
single, price with only one, single, add-to-cart button.

that said, forum-members can mainly offer suggestions based on the information
that is posted here within the public forum -- forum-members cannot look directly
into any submitted data, accounts, or account histories.

note that untrustworthy usually refers to the business-model
or how the business-model and products were represented --
not that the business itself was dishonest in its dealings.

otherwise, regrettably, as was indicated, an account flagged with
an untrustworthy-promotions violation normally cannot be reinstated --

and any new accounts would eventually be suspended.

see also
https://support.google.com/merchants/answer/188486
https://support.google.com/merchants/answer/160637
https://support.google.com/merchants/answer/1344057
https://support.google.com/merchants/answer/160491
https://support.google.com/merchants?#topic=3404778
https://support.google.com/merchants?#topic=3404779
https://support.google.com/merchants/answer/188494
http://celebird.blogspot.com/2011/12/celebird-product-search-disapproval.html#checklist

Re: Policy Violation?

[ Edited ]
Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭

Build a track record of good customer service is the end of the sentence; however, the business has not conducted business online. Online local within a bricks and mortar setting. Where all the inventory is held. We have followed all other instructions in the Google policy. If not, please tell us is what I am asking them. Let me know what needs to be done I am asking them. Thanks for trying Celebird. Thanks for your advice. We are just going to keep on trying until we can get a reasonable answer of why we can not compete against our competitors online at Google Merchant/Shopping.


Dear Google Shopping Merchant,

It has come to our attention that your Merchant Center account ID (ChromeNuts.com, ID: <edited by a Community Manager as noted below>) does not comply with our Google Shopping Policies available at http://www.google.com/merchants/policies.html.

-- Effect on your account

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.

-- Policy violations to fix

Your Merchant Center account (ChromeNuts.com, ID: <edited by a Community Manager as noted below>) is in violation of the following policies:

UNTRUSTWORTHY PROMOTIONS (MISREPRESENTATION OF SELF OR PRODUCT)

The online shopping experience offered through your website was considered unsatisfactory for Google Shopping users at this time. In determining whether a merchant or site is untrustworthy we may review information from multiple sources including your website, product listings, accounts and 3rd-party sources. Due to the sensitive nature of the review we are unable to provide further details. Finally, we encourage you to build a track record of good customer service.


-- What you can do

Here is what you will need to do to get your account reactivated:

1. Please review and make the necessary changes to your Merchant Center account and product listings that currently violate the aforementioned policies.

2. Request a re-evaluation of your Merchant Center by visiting https://support.google.com/merchants/contact/suspended#contact=1&ts=6081780.

3. Make sure that, going forward, your Merchant Center account and product listings comply with our Google Shopping policies available at http://www.google.com/merchants/policies.html.


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

--------------
Please do not reply directly to this message, as it was sent from a notification-only email address that does not accept incoming email. Instead, please use the contact link included above.

 
Note: this post has been edited by a Community Manager, per Community Guidelines, in order to remove account specific and/or personal contact information. This is done to protect account security and privacy.

Re: Policy Violation?

[ Edited ]
Top Contributor
# 9
Top Contributor

first, you're welcome.

that sounds like good news in the sense that,
there seems to be steps outlined that can be
taken to lift the suspension.

if so, this looks to be the critical and central focus of the issues:
"The online shopping experience offered through your website was considered unsatisfactory ..."

of course, the submitted inventory data must also meet all policies.

once these are all corrected simply follow the steps outlined in the email --
be certain to review all polices and objectively review the entire site and
data before contacting google; generally, there are a very limited number
of times an account will be re-evaluated; any one violation can result in a
permanent suspension without any chance of another review.

at a minimum, the policies that were likely
not being followed were already mentioned.

for example --


(1) a detailed return and refund policy (link)
that is accessible on all product landing-pages;
if there was one, the link do not seem obvious --

e.g. was too low on the page.

 

similarly, the contact-page should be clearly and easily found.

(2) any pages whatsoever, on the site, that may in any way detract
from a person's on-line shopping experience must be either removed
altogether from the site or fixed to enhance the user's experience --
lorem-ipsum and similar pages are almost always red-flags.
e.g.
http://chromenuts.com/pages/our-services/
http://chromenuts.com/pages/about-us/

http://chromenuts.com/featured_item/men-slider/

http://chromenuts.com/product-category/allen-torx/knurled-allen-torx/

http://chromenuts.com/product-category/flat/

http://chromenuts.com/product-category/hex/
etc.

 

related, all links on the website should be functioning

and land on a page with up-to-date information that

enhances the user's overall experience on the site --

or the links and pages removed.

(3) for example, the link landing-pages seem to have more
than one price and multiple add-to-cart buttons -- only one
price and one add-to-cart button should be on a product's
link landing-page.

only the item-offer submitted should
have a price and add-to-cart button.

(4) only currently in stock items should be submitted as in stock --
generally, the landing-page should indicate your current, physical,
inventory availability status of the product (item-offer) and the
submitted stock availability information must match the website.

 

any rich-snippets on the site must also match physical reality,

at all times -- otherwise, the optional automatic-item-updates

feature should be disabled within the account.

 

importantly perhaps, too many out-of-stock items submitted,

or too many out-of-stock items on the site, can be red-flags

with respect to user-experience.

e.g.

http://chromenuts.com/product-category/nuts/acorn-commercial/high-crown/303-stainless-steel/

http://chromenuts.com/product-category/nuts/acorn-commercial/low-crown/12l14-steel-low-crown/

http://chromenuts.com/product-category/kits/auto/chevrolet/

 

especially if there are existing links to such offers or categories.


(5) all submitted data must always match the website.

of course, having an exact feed entry for a specific item would help --

forum-members cannot look directly into any (feed) data or accounts.

there are many other policies that likely should be reviewed and
the site and feed updated, before requesting a re-evaluation --
https://support.google.com/merchants/answer/188486
https://support.google.com/merchants/answer/160637
https://support.google.com/merchants/answer/1344057
https://support.google.com/merchants/answer/160491
https://support.google.com/merchants/answer/160161
https://support.google.com/merchants?#topic=3404778
https://support.google.com/merchants?#topic=3404779
https://support.google.com/merchants/answer/188494

a summary checklist we use is here:
http://celebird.blogspot.com/2011/12/celebird-product-search-disapproval.html#checklist

but this is not a substitute for google's actual policy requirements.

e.g.

29 -- Broken web-servers or websites entirely or partially under construction or not functioning.

Re: Policy Violation?

[ Edited ]
Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭

Thanks again. We'll take a double/triple look into this.

 

 PS.  GOOGLE, IF YOUR READING THIS, PLEASE BE MORE SPECIFIC ON WHAT WE NEED TO FIX.