What To Do When Your Merchant Center Account Has Been Suspended
You Just Received The Death Message From Google
Your Merchant Center Account Has Been Suspended
Google Shopping gives your brand the power to be everywhere your shoppers are.
Through Shopping PLA product listing Campaigns millions of shoppers see your online and in-store inventory every hour! When you get the account suspension message, you have roughly 2 weeks to resolve the issue before you will be suspended. Ignoring the issue will only make matters worse.
Why Merchant Center Accounts Get Suspended
Google states: “We want everyone to have a safe and positive experience when visiting Google and our partner sites. To help make that a reality, we’ve developed a set of policies that we expect merchants to follow. When merchants don’t follow these policies, we might disapprove their product listings to let them know that something’s not right. When advertisers continue to break the rules or break the rules egregiously, then we may have to suspend those accounts.”
When you get Suspended by Google
“It has come to our attention that your Merchant Center account (Packaging XXXX, ID: 100XXXXXX) does not comply with our Google Shopping Policies available at http://www.google.com/
Your Merchant Center account has been suspended and your product listings no longer appear on Google Shopping. Please note that a suspension notification message is also displayed in your Merchant Center account. In addition, related Merchant Center accounts might also get suspended.
If you believe there has been an error, we want to help. Find out how to contact us by visiting https://support.google.com/
The Google Shopping Team”
If you get suspend, try these steps:
Ensure your site meets all requirements
Before you upload your product feed, you must ensure your site offers a safe and user-friendly experience by meeting a few requirements. We have a set of policies that outline these basic, but important, site-level requirements for all merchant sites.
We check every merchant’s site for a few basic requirements:
- Accurate contact information. Your website must display sufficient and accurate contact information, including a telephone number and/or email.
- Secure checkout process. Payment and transaction processing, as well as collection of any sensitive and financial personal information from the user, must be conducted over a secure processing server (SSL-protected, with a valid SSL certificate – https://).
- Return policy. Your site must provide a clear and conspicuous return policy to users.
- Billing terms and conditions. Your site must provide clear and conspicuous billing terms and conditions.
- Complete checkout process. Ensure users are able to successfully add items to the cart and fully complete the checkout process.
This is often how and where we find the problem and fix the suspension. Most of the time, ecommerce sites get suspended for updates made by the webmaster or shopping cart software. Other common reasons for suspension have to do with your products or product feed.
Google Merchant Center Help
Shopping and PLA campaigns generate lots of sales and higher than average conversion rates. When your site gets suspended, you will immediately see a drop in impressions, clicks to your site and online transactions. Google sends you their policy notice but that does not help much. There are 2 primary reasons ecommerce sites get suspended 1) poor infrastructure which causes a data feed issue 2) Actually violating one of the policies.
This is rarely a cheap and simple fix. The quickest way to resolve the issue is by working with a Google Certified consultant that works at a Google Certified Partner agency. Google Certified Partners are given direct support by Google and we even have direct numbers to Google staff. Typically, turnaround time for a Google Suspension is less than 10 days. When the brand attempts to resolve the issue themselves, we have seen it take greater than 60 days to lift the suspension.
Recently, we had an ecommerce client that had been banned by Google Shopping for more than 2 years. The business owner was frustrated but there was nothing he could. In less than 5 days working with one of our Google Consultants, the ban was lifted and the Shopping PLA campaigns were back on!
If you need additional help, visit Merchant Center Help & Support Resources