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What Contact Details are required on a website for Google Shopping

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hello - I have recently had my Merchant Center account suspended - it was my first feed submission.

 

I received an email stating this problem [USER SAFETY (MISREPRESENTATION OF SELF OR PRODUCTS) Omission of relevant information Failure to clearly and conspicuously disclose any related conditions before and after purchase.]


Having read the help webpage https://support.google.com/merchants/answer/6150127  in this explanation it says [Make sure to provide users with accurate contact information before they start the checkout. A basic contact form on your site is not enough.] 

 

If this is indeed the issue I have, can someone please explain where and by what method does this accurate contact information need to be made available on the site (which page(s)) and what detail is required? is it simply an email address or does it need to be a full mailing address? is placing it just in the 'contact' section of the site sufficient?

 

cheers, Mike


Thank you and kind regards, Mike

2 Expert replyverified_user
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Marked as Best Answer.
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Accepted by topic author Mike O
November 2016

What Contact Details are required on a website for Google Shopping

Top Contributor
# 4
Top Contributor

From searching Google's policies I found this -  so I would say the level of contact info hasn't been specified:

 

Failure to clearly and conspicuously disclose all related conditions before and after purchase

  • Examples: Missing merchant terms and conditions, contact information, or shipping information. Return and refund policy that is unclear, missing, or not easily discoverable.

https://support.google.com/merchants/answer/6150127

 

From my own experience, phone, email/contact form and mail address have been sufficient.

 

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What Contact Details are required on a website for Google Shopping

Top Contributor
# 2
Top Contributor

Hi Mike,

 

You need a full address and phone number. This adds trust and will improve your sales. It's the first thing I look for when buying from a site I don't know.

 

What Contact Details are required on a website for Google Shopping

Top Contributor
# 3
Top Contributor

You need to have a contact page, which is linked from every page on your website. This page must include :

 

physical business address resolved in google maps

contact email address

contact phone number

contact form

contact hours (optional)

 

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’
Marked as Best Answer.
Solution
Accepted by topic author Mike O
November 2016

What Contact Details are required on a website for Google Shopping

Top Contributor
# 4
Top Contributor

From searching Google's policies I found this -  so I would say the level of contact info hasn't been specified:

 

Failure to clearly and conspicuously disclose all related conditions before and after purchase

  • Examples: Missing merchant terms and conditions, contact information, or shipping information. Return and refund policy that is unclear, missing, or not easily discoverable.

https://support.google.com/merchants/answer/6150127

 

From my own experience, phone, email/contact form and mail address have been sufficient.