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Suspended Account

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Others have posted this same thing.  Account suspended, nobody will tell you why.  Policy.  Policy. Policy.

I spend a ton of money with Adwords.  Have for years.  But no merchant center for you.... ever....

And no, we don't have to tell you why.

This is not honest, or ethical and is probably not legal if Merchant Center is part of Adwords.  

 

I sell simple ethernet surge suppressors, wireless tower mounts and antennas.  

www.mccowntech.com

 

I challenge anyone to tell me what is against policy there.  

2 Expert replyverified_user
1 ACCEPTED SOLUTION

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Accepted by MosheTLV (Top Contributor)
May 2016

Re: Suspended Account

[ Edited ]
Top Contributor
# 13
Top Contributor

for product-listing-ads, most suspension issues relate to the business or
account history, business-model, the website, types of items being sold,
the supply-chain, shipping or delivery, and sometimes the submitted data,
or some combination of these issues.

for example, a website requires clear and conspicuous billing
terms-and-conditions and a clear and conspicuous return-policy --
a list of resellers would likely not meet the policies and a
standard html page is usually required, typically placed as
links on a global site-footer; document-files that require
an additional application to open or run, such as pdf files,
are generally not allowed with respect to fulfilling a policy
requirement.

for example, only direct-to-consumer delivery rates/methods are allowed.

for example, all items submitted must offer a landing-page where a user is
able to successfully add the item to a (shopping) cart and fully complete a
checkout process -- items with only a wishlist-button could not be submitted.

for example, google does not allow the promotion of items that
are not kept physically in stock by the merchants who sell them;
promoting products that are not stocked or submitting incorrect
product availability information is not allowed -- most cataloged,
drop-ship, or similar supply-chains are not allowed.

for example, the price on the landing page must match the submitted price.

for example, msrp * dealer-discounts, or any other information --
not related to the physical item or how the physical item might
be used -- is usually consider promotional text and not allowed
to be submitted and may not be allowed on the link landing-page
depending on how the details affect the related price policies.

for example, any policy violation that has gone unfixed over a long period
of time -- depending on the severity and frequency of any violation google
may suspended the account and all related accounts.

double entendre or trigger-words may cause an item disapproval status --
but as was indicated, will generally not cause an overall suspension,
unless the inventory item violating a policy was actually being sold.

if possible, consider updating the website with respect to the policies,
and submitting an updated feed that conforms to all current rules and
policies, minus any potential trigger-words submitted or on the site --

before recontacting google.

of course, forum-members can mainly offer suggestions
based on the information that is posted here in public.

depending on the details some suspensions are permanent and google will usually
not offer any information if nothing can be done to fix such a suspension --
but rechecking with google directly is certainly recommended.

View solution in original post

Re: Suspended Account

Top Contributor
# 2
Top Contributor

Hi there;
What was the reason for suspension mentioned in the email received from Google? (Look for this email - it is the key for understanding the issue)

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: Suspended Account

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
There was never a warning or notice. I just kept waiting for it to go live. I contacted them via phone, they mumbled something about policy. Said something about firearms (I have nothing to do with firearms) and later got an email with the following content:

Thank you for reaching out to Google AdWords support. Having thoroughly reviewed your Merchant Center account again, our specialists have confirmed that we're unable to unsuspend your account. Your Google Merchant Center account doesn't comply with our Program Policies. We have therefore disabled your Google Merchant Center account. Please visit http://www.google.com/support/merchants/bin/answer.py?hl=en&answer=188484 for more information about our policies. At this time, no amount of changes to your ads/sites/account can be recommended, as the decision to suspend your account is final.

Re: Suspended Account

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭
There was never a warning or notice. I just kept waiting for it to go live. I contacted them via phone, they mumbled something about policy. Said something about firearms (I have nothing to do with firearms) and later got an email with the following content:

Thank you for reaching out to Google AdWords support. Having thoroughly reviewed your Merchant Center account again, our specialists have confirmed that we're unable to unsuspend your account. Your Google Merchant Center account doesn't comply with our Program Policies. We have therefore disabled your Google Merchant Center account. Please visit http://www.google.com/support/merchants/bin/answer.py?hl=en&answer=188484 for more information about our policies. At this time, no amount of changes to your ads/sites/account can be recommended, as the decision to suspend your account is final.

Re: Suspended Account

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Think of Google as more of a weather pattern or a series of acts of god. If your account is suspended, I would probably start a new business name without your name/address/phone number in it, (ie get a friend to own your company for you), register a new domain under a friend's name, and create new adwords/MC accounts and try again. Moving to a new office location if you have one is a good idea too.

I would then do this for however many products you have.. so 1000 times for 1000 products. That way you will be able to find out which product(s) was the trigger.

Easy peasy.

Another possible idea: for each product you were selling, use the report tool to report other merchants selling the exact same thing. Keep checking around and any merchants that 'disappear' from listings are partial evidence that that product triggered your suspension.

Disclaimer: Obviously I'm half-kidding here.

Another possible idea: set up an amazon seller store and ebay seller and run your business from there. They are in many ways competitors to google shopping.

Looking forward to seeing your selection of wireless tower mounts at my local farmers market. Cheers!

Re: Suspended Account

Follower ✭ ✭ ☆
# 6
Follower ✭ ✭ ☆
Without looking at your feed and only at the website - the first thing that comes up is "MSRP * Dealer Discounts Apply" and could probably be prohibiting you from going live in Google Shopping. I wouldn't publicize this on the landing page.

@MosheTLV is correct, there should be a detailed email sharing the issue. I would check in the merchant center to see who the technical contact is since that person will be receiving these emails. If not, just kindly respond to the Google Support email asking for clarification.

Re: Suspended Account

Follower ✭ ☆ ☆
# 7
Follower ✭ ☆ ☆
My educated guess is that your "side arm tower mount" product is the problem. In the USA a "side arm" is a weapon.

Re: Suspended Account

Explorer ✭ ✭ ☆
# 8
Explorer ✭ ✭ ☆
So the firearms disapproval makes sense in that their policy automation saw words like "side arm" and "suppressor" and thought this was a firearms site. Happens all the time to some of our clients for things like kitchen tables and hockey pads. That being said, there should have been a manual review of your site, especially after you contacted support. If someone on the policy team does their job poorly and doesn't actually look at the site and only at whatever keywords triggered the automation, Google claims they have no way of reversing the decision, even when they admit they are at fault. Had this happen recently with a bunch of dishwasher racks that were disapproved as firearms and then the manual reviewer did a terrible job and kept them disapproved for being firearms.

I would check your emails for anything that speaks to this and then contact support again. Explain to them that you believe there has been a gross error in policy application. You will not be able to speak to the policy team directly; they are not client facing and there is no way for any of Google's customers to hold them accountable for any errors. Make sure the support person you talk to looks at your site, point out the firearms issue, and then let them push back against the policy team. Google hates to give out specific answers on policy, so stress that this appears to be their error and that if not you need them to be more specific.

It wouldn't be a bad idea to have a terms and conditions page and a privacy policy as well. From you said it doesn't seem this was the issue, but better safe than sorry, and it's a best practice these days anyway for covering yourself legally.

Re: Suspended Account

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭
Thanks, all good info.
Any privacy and policy templates you can recommend?
Should there be links to them or the actual text on the front page or what?

Re: Suspended Account

Explorer ✭ ✭ ☆
# 10
Explorer ✭ ✭ ☆

Just a link to them in your footer is fine. There's a lot of privacy policy generators and boilerplate templates out there that get the job done; the Better Business Bureau has a template on their site here.

 

Also I noticed you don't have any analytics implemented on your site, unless you have a reason not to do so I'd highly recommend it. It's not related to your disapproval issue, but in this day and age that's like driving a car without a gas gauge or speedometer.