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Preemptive item disapproval for availability issue

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# 1
Follower ✭ ☆ ☆

Hi All,

 

We're having a very confusing time trying to sort out an issue:

 

Preemptive item disapproval enabled for policy or data violation: inaccurate availability status (due to inconsistent availability status between the feed and the landing page)

 

We've had a very poor experience so far via online chat and phone with support, with promises of callback to be made in 2 hours then made 4 days later (which is on a Saturday when the business is closed), and calls where the google rep seemed to loose the ability to hear us and hung up, there's then no way to get back in touch.

 

Throughout all these calls, none of the google reps have been able to identify an example that is actually wrong, they will give an example, but when both we and they check, turns out there's no issue at all. 

 

When we check the examples given, they are always actually right, so merchant center says in stock, the xml data is in stock, the content api data (we update products price / stock often, so these changes are sent through the api) says in stock, the page on the site says in stock, and the structured data, in stock.

 

The amount of products that are reported as suspended fluctuates wildly. It initially shot up to around 800, fell to around 70 now randomly fluctuates between these figures. This is out of total of a touch over 20,000

 

Here's a current example.

Product: https://goo.gl/pkMe9T

c1.PNGc2.PNGc3.PNGc4.PNG

 

One thing we did think could be a possibility, we have some items that go out of stock for immediate dispatch, and these are changed to preorder. Whilst all the structured data, content api, xml data etc. matched this, the message on the page said Out of Stock - Preorder Now, more stock due soon. We changed this to just Pre-Order, more stock due soon (see an example product here: https://goo.gl/qPwJZd

 

Past this, were at an utter loss on how we could fix this, attempts to resolve via support have gotten nowhere, any one any experience on this? How did you solve it?

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Marked as Best Answer.
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Accepted by MosheTLV (Top Contributor)
April

Preemptive item disapproval for availability issue

Top Contributor
# 2
Top Contributor

The availability status on the website must match the data feed at all times. So when there is a change on the website, it must reflect this info on the data feed.

For the product landing page you need to visually show the status.

 

A preemptive disapproval happens when there has been a constant mismatch of information. Therefor all future submitted products will be disapproved automatically regardless of it's accuracy.

 

Your first task is to make sure that every single product availability status matches from the landing page to the data feed.

 

Once you have completed this task, you can ask for a review of the account to lift the suspension here : https://support.google.com/merchants/contact/suspended

 

Hope it helps.

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View solution in original post

Marked as Best Answer.
Solution
Accepted by MosheTLV (Top Contributor)
April

Preemptive item disapproval for availability issue

Top Contributor
# 2
Top Contributor

The availability status on the website must match the data feed at all times. So when there is a change on the website, it must reflect this info on the data feed.

For the product landing page you need to visually show the status.

 

A preemptive disapproval happens when there has been a constant mismatch of information. Therefor all future submitted products will be disapproved automatically regardless of it's accuracy.

 

Your first task is to make sure that every single product availability status matches from the landing page to the data feed.

 

Once you have completed this task, you can ask for a review of the account to lift the suspension here : https://support.google.com/merchants/contact/suspended

 

Hope it helps.

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Did you find any helpful responses or answers to your query? If yes, please click on ‘Accept As Solution’

Preemptive item disapproval for availability issue

Follower ✭ ☆ ☆
# 3
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Hi Emmanuel,

 

Are you saying that there's been a change of policy? We update via content api within minutes of a status changing, are you saying this is now not sufficient and we'd have to submit via feed too?

 

We're confident the data matches, and as per our post have contacted support, who seem entirely unable to solve the issue. Each time they say there's issues, check the ones they say are at fault, discover there are no issues, say they will get back to us and either don't or someone else gets in touch and it starts all over again.

 

Very frustrating.

Preemptive item disapproval for availability issue

Top Contributor
# 4
Top Contributor

If it's within minutes, than this is fine.

 

Have you also checked the structured data?

 

Also note you can not use pre order for existing products, only for new products.

 

For existing listed products, only in stock or out of stock is available.

 

More info : https://support.google.com/merchants/answer/6324448?hl=en

 

This could be the issue.

 

 

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Preemptive item disapproval for availability issue

Follower ✭ ☆ ☆
# 5
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Hi Emmanuel,

 

Sorry, seemed to miss your reply.

 

Yes the structured data matches.

 

That's different guidance to what the Adwords reps told us regarding  the pre-order, which is worrying as we've been doing it like this for years, as do our competitors as far as we can tell.

 

So, before we charge down the wrong path, are you saying these should actually be in stock, as we are accepting orders, and they can be fulfilled in a timely matter (normally only a couple of days delay)

Preemptive item disapproval for availability issue

Top Contributor
# 6
Top Contributor

You can read the official documentation which explains what I mentioned here : https://support.google.com/merchants/answer/6324448?hl=en

 

Note: The preorder value should only be used for new items and shouldn't be used for existing items that are out of stock and will be back in stock at a later date.

 

So in your case if you can send the products in a timely manner, than yes place it in stock. However do note that you still need to have products physically in your warehouse. For example drop shipping is not allowed.

 

Hope it helps.

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