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google shopping suspended???

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

On the 31st October I received an email from Google informing me that "Your account is suspended due to a violation of our Google Shopping feed specification and Google Shopping Policies"

On The 2nd November 2014 I contacted Google for more inform action on the suspension as they had given me no reasons in the warning email.

This was passed onto the Google review team who took until the 10th November 2014 before they gave me a valid reason. They informed me that this was down to prices not displaying VAT.

I fixed this issue in a matter of 10 mins and requested Google to re-submit my account for review again.

 

It is now the 12th November 2014 and even though I have requested feedback from Google on the suspension of my account waiting to be reviewed they just tell me that they have no updates as they are waiting for the review team to get back to them.

 

So now my website has taken no sales on Google Shopping for 13 days and this is down to the very slow response given by the Google Shopping Review Team.

 

Is this normal practice from Google or just a one off I am experiencing?

Perhaps someone has had the same problem or knows how to get a faster response from Google?

1 Expert replyverified_user

Re: google shopping suspended???

Follower ✭ ✭ ☆
# 2
Follower ✭ ✭ ☆
Hi Lewis,

For Faster response from the Google, I think you have to do direct call in customer support

https://support.google.com/adwords/answer/1385067?hl=en

Thanks
Ramesh

Re: google shopping suspended???

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Hi Ramesh.

I have been speaking with Google on the phone support already.
And have just put my latest questions to them after they said that they have suspended me till teh 30th November 2014 for repeated violation. I have raised a complaint with Google asking for a response:

Please find attached a copy of 3 emails sent to Shaun at Google in September 2014 about my last review suspension and if you follow the notes you will find that after review my suspension was lifted.

This is not a repeated violation as I have always done whatever Google have recommend to comply.

On this occasion I would like to know why:
1/. After requesting a review on the 2nd November 2014 it took till the 10th November for the review team to come back with a response, this is outside the recommended 72hrs for a review.


2/. Why the review team never said it was a repeated violation at this point (10th November 2014) and told us instead to change the price in the data feed to display VAT. No mention of a repeated violation was made at this point.

3/. After making the VAT price changes to our website and data feed on the 10th November 2014, and informing you to re-submit our feed for review it has now escalated into a repeated violation suspension lasting to the 30th November 2014.

I would like a full explanation into the above and notes against the d******* ******y account into why I have received bad service from the Google review team.





Please pass this onto a Senior Line Manager asking them to make contact with me.

Re: google shopping suspended???

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭
Hi Ramesh.

I have been in daily contact with Google Since the 3rd of November. All they can say is that it is with the review team and they have not resonded back to them with an update.
This is because they are in discussions as my account has complications due to a Google Advisor telling me in September that my account was fine and no changes needed to be made, This is even on the Google notes they have.

They promise to call me back but never call or email.

Kind Regards.

lewis

Re: google shopping suspended???

[ Edited ]
Top Contributor
# 5
Top Contributor


are there any with-vat-relief prices
being displayed on the website?

that is, are there any prices currently being submitted
to google, or shown on the website, that exclude vat?

Re: google shopping suspended???

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭
Hi
All my prices on my website and data feed include VAT.
I phoned Google again this morning and they said that my account manager would call me back, that was 4 hours ago and still no call or email.
I have had this communication problem since the start of Novemer 2014

You can understand why I am frustrated with Google!

Re: google shopping suspended???

[ Edited ]
Top Contributor
# 7
Top Contributor

 

first, thank you for the clarification.


is there only one, single, price seen on the link landing-page?
can a link url from the feed be posted here?

otherwise, if an account-manager is now handling the case,
the best likely course is to simply continue working directly
with google.

is the current local time within normal business-hours?

Re: google shopping suspended???

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭
Hi

On the website i list the price inc VAT and without VAT against each product.
The price inc VAT is sent to the Shopping Data Feed to display on the ads
The price without VAT is to show the true price on the website to customers who can get VAT relief. This is only displayed on teh website and not in the data feed.

You can take a look at one of my products on http://www.discount-mobility.co.uk/p534217/pride-go-go-sport.html

I am contacting Google durring UK business hours 9am to 6pm daily

Re: google shopping suspended???

[ Edited ]
Top Contributor
# 9
Top Contributor


first, thank you again for the clarification.

generally, only one, single, price is recommended on the landing-page --
the price submitted must also be prominent on the (link) landing page.

if multiple prices are on the same page then,

it must be straightforward for the user to find

the correct item and corresponding price.

typically, this means the price on the page with the largest font,
highest contrast-ratio colors, etc, should be the vat-inclusive
price and the price that is submitted to google.

currently, the price without vat or the per-month price or both
seem to be (the most) prominent; of course, google is the final
arbiter of both prominent and straightforward so, no changes
should be made without direct guidance from google.

has a product-listing-ads specialist been requested?