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Specialists cannot override automatic disapproval in Merchant Center

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

To whom it may concern,

 I am a licensed, practicing physician and an investigator for FDA clinical trials. I have a Florida corporation/business which sells an over the counter healing ointment. I invented this product to provide patients and consumers alike, with a product that far exceeds what is currently available in terms of effectiveness (to reduce symptoms and promote healing), as well as affordability.  The product is manufactured in the USA in accordance with FDA OTC monograph rules at an FDA OTC certified manufacturing facility using GMP, good manufacturing practice guidelines. This is a very, very strict process and requires adherence to many policies.

 

I have been trying to advertise with Google and have been not been able to have my product listed in Google shopping. I have been assured by adwords specialists since September 23rd, (27 days ago) that Merchant Center "specialists" have been working to resolve my issue (I am unable to contact merchant center specialists directly). Apparently, they do not know how to "override" an automatic disapproval with the Merchant Center. I have been able to determine that the issue is with the words used under "product description" since approval was successful when the description only had a few words that did not relate to anything of substance. When I put back the best description of what my product is used for, the automatic disapproval was re-triggered and no one at google apparently knows how to fix it. 

 

Initially, I was told that my ad words account (separate from Merchant center shopping), was previously disapproved since they needed me to provide verification that I am an actual business that is capable of selling the product I was advertising.

Later it was determined that the main issue with adwords was that the word "prescription" appeared on my landing page even though my product is not prescription.  It did not matter that the word was actually there to tell people who are using prescription medication to discuss use of any new product with their physician before using. The word prescription was there as a safety only precaution. Adwords told me the only way to have my adwords campaign approved was to remove the word prescription removed from the landing page regardless of the reason it was there. Apparently, no one has the ability to manually make decisions. It appears that everything is completely automated (unless of course, you are a large enough company to get "special" attention).

 

 

Apparently Google has figured out how to solve the merchant center/shopping  problem when working with larger companies such as Pfizer (Preparation H), Mc-neil  (Tucks), etc. since they have products which are directly related to my product and they do appear on Google shopping. I feel that Google just doesn't consider me an important enough company to have someone who is actually capable of evaluating and correcting the issue work to do so with me. I have been calling daily for a month and feel as if the problem is no closer to a resolution than when I began. What are we going to do to resolve this? How can I communicate with someone who can actually determine what problems exist and how to fix them?

Thank you.

Sincerely,

Dr. Cutler

1 Expert replyverified_user

Re: Specialists cannot override automatic disapproval in Merchant Cent

Visitor ✭ ✭ ✭
# 2
Visitor ✭ ✭ ✭
I am in the health industry and Google are ***** hopeless in this area. They automatically disapprove things based on "some" criteria that they can not tell you about. Their suggestion to change the description and/or sku does nothing. You can sometimes guess why they automatically disapprove things ( I think words like "acid" - as in alpha lipoic acid ) and serum ( as in skin care serum ) seem to trigger them a lot. They say that there is no way of manually reviewing this - and they cannot tell me what is actually "triggering" the problem. Any other company could be sued for doing business like this I am sure - especially if your business depends on it.

Re: Specialists cannot override automatic disapproval in Merchant Cent

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Martin, I agree with everything you have stated. I would like to
additionally emphasize that there are similar products being sold from big
companies. Therefore, Google must have another level of support which is
not available to me since they do not recognize me as significant. If
someone would actually do a search, they would realize that I am number 2
or 3 in US sales for my product on Amazon, depending on what category you
search. In other words, I have a very serious business, but they at Google
haven't figured it out yet.
Thank you again for your response!
Dr. Cutler

Re: Specialists cannot override automatic disapproval in Merchant Cent

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭
All I need to know is who to contact at Google and how to contact them since nobody who works within adwords or merchant center has been able to address my specific issue. I am a licensed physician and not a licensed pharmacy  (and do not have to be one to sell my product). However, that excludes the pharmacy certificate. The online e-commerce health care certification is $2000. Still there is no guarantee that even if I paid the  $2000 for the certificate I would be approved. In fact, it is unlikely since as previously mentioned the disapproval is automated and no one has figured out how to override it even though they claim that since my adwords campaign has been approved, my merchant center product should be approved as well.


Sent from my Sprint Samsung Galaxy Note

Re: Specialists cannot override automatic disapproval in Merchant Cent

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
I have over 100 products disapproved & we do not sell any pharmaceuticals , nor do we make any claims or references to medicines - or sell anything restricted on their "list". There is no practical way to go about this - except allow for manual exceptions as they do in the regular adwords system. Ridiculous!

Re: Specialists cannot override automatic disapproval in Merchant Cent

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭
Doesn't work. They admit themselves that there is nothing they can do about it - that it is a problem. I even demanded to speak with managers - I spoke to 2 . they told me exactly the same thing. The "workaround" was to change description and name / description .. but to no avail. THERE IS NO PRACTICAL WAY OF SOLVING THIS!

Re: Specialists cannot override automatic disapproval in Merchant Cent

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
You are not being helpful. Why are you even commenting? You aren't saying anything useful to resolve the issue and I don't know what you are basing your assumptions on .. guesswork?

The healthcare policy is here https://support.google.com/adwordspolicy/answer/176031?hl=en

The non-exhaustive list is here https://support.google.com/adwordspolicy/answer/2423645?vid=1-635810096323742174-1259673822

With respect - unless you can provide something that's actually helpful in resolving the problem - please refrain from posting!

Re: Specialists cannot override automatic disapproval in Merchant Cent

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭
It looks like the person who posted before you removed their post. I believe we need to find out how the large companies that sell products which do appear, and are very similar get approval. I believe it has to do with VIPPS or E-Commerce National board of pharmacy approval.
http://www.nabp.net/programs/accreditation/e-advertiser-approval-program

In other words, once we receive certification, it apparently is posted online and Google picks up the certification automatically. As stated, it's $2000, with no guarantees.
I have no other idea who the large companies communicate with, which would be a big help.

Sent from my iPad

Re: Specialists cannot override automatic disapproval in Merchant Cent

Top Contributor
# 9
Top Contributor

@Robert C;

Since you are not a pharma company per se, i.e. You do not manufacture a drug (= a medicine) approved by the FDA, but rather an OTC product, the issue here with the claims made about the product  healing properties.  (The certification of the production facility under GMP is irrelevant since Google focuses on the claims made  the product, not the process in which it is made, - a requirement of the FDA)

 Can you share the website URL  (on which the product is sold)

 

PS: It might take me a while to reply, since traveling. 

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: Specialists cannot override automatic disapproval in Merchant Cent

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭
Moshe, thank you for trying to help. First of all, the product does meet FDA approval guidelines set forth in the FDA monograph for it's category. Therefore, I am allowed by the FDA to make certain claims about the product. It is not a random collection of ingredients, but rather a very specific combination of ingredients which are strictly governed by the FDA. That is the only way it can be manufactured by a certified FDA OTC manufacturing facility. Think of my product as if it were a generic neosporin, or preparation H. I am only allowed by the FDA to follow a very specific recipe. This is what Google apparently does not understand. There is a difference between FDA approved OTC products and random OTC products which are not regulated by the FDA. The type of product I manufacture is strictly regulated by the FDA.

Next, the issue with the website was addressed for 3 weeks with Adwords to be certain everything complies. I've literally made over a dozen changes that they requested and have therefore received adwords approval (which is why I do not understand why I can not get merchant center approval). Finally, it is not a problem with my website since merchant center approval went through until I put detailed information into the product description.
My website is https://hemorrhoids-treatment.info/
Thank you,
Dr. Cutler