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Returns and Refund policy page

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

Hi

I have create a new google merchant centre account for a client and it was suspended because the refund and returns policy was non existent.

 

I have created many google merchant centre accounts before but never been suspended for this. So we created a refunds and returns page.

 

The account was reviewed and not unsuspended. They said that as I had created multiple country feeds and so I needed to create a returns and refund policy for each language.

 

Fine so I told them I will remove all feeds except the UK feed as the language of the site was English.

 

The account was reviewed and not unsuspended.They told me that as we have a multiple currency selector in different currencies we need to have a returns and refund policy in each language for each country we ship to. Irrespective of what google shopping feed we are uploading.

 

So I then asked that we ship around the world. Do I need to create a returns and refund policy page for each language in the world. The answer was YES.

 

Otherwise they will not unsuspend.

 

Anyone come across this new rule?

 

 

 

 

 

 

 

1 Expert replyverified_user

Re: Returns and Refund policy page

[ Edited ]
Top Contributor
# 2
Top Contributor

(1) currency selectors, any dynamic per-country pages,
and automated currency conversion, are all not allowed.

(2) all information submitted, on the website, and during
e-commerce-checkout must conform to all rules and policies
of the (registered feed's) target-country -- including any
language policies.

the language and currency required and used for the submitted
data, website, and during e-commerce checkout, must all match.

automated machine-language translation, of any kind, is also not allowed.

 

importantly, the return and refund policy (link) must be

visible on every link landing-page, match the language

of the target-country, and  cannot be auto-translated.

generally, there should be no need for multiple translations
unless a target-country requires multiple languages or there
are multiple feeds registered for multiple target-countries --
however, google is the final arbiter of all policies.

 

 

Re: Returns and Refund policy page

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Hi Celebird,

(2) all information submitted, on the website, and during
e-commerce-checkout must conform to all rules and policies
of the (registered feed's) target-country -- including any
language policies.


In my case we are have one one registered feed which is the UK feed. Additionally we have a currency selector which gives you a guideline price in your own currency. The are still shown the main currency alongside the guideline currency.

But google are still saying that they will not unsuspend the account until we have a refunds page in every language around the world.

Re: Returns and Refund policy page

[ Edited ]
Top Contributor
# 4
Top Contributor

generally, multiple currency selectors are not allowed --
or rather, the url submitted must preselect the currency;
if the currency-selector can select multiple country's
currencies or there had been any other country feeds
registered then, either of those details may be triggering
the requirement for their corresponding languages.

regardless, forum-members can mainly offer suggestions
based on the information posted -- we cannot look into any
registration or account histories or any site details directly.

google can look into such details and
google is the final arbiter of all policies.

the best likely course would be to continue working with
a merchant-center product-listing-ads support-specialist.

 

a best-practice is to not make any changes to an account,

website, or submitted data, without first obtaining guidance

from a support-specialist at google.