Big drop in active items Google Merchant

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Tourist
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Are you needing to chase Shopify monthly on this?  The shopify contact wrote the following, but no changes have been seen on the Google Merchant side. Feeling VERY frustrated as we've lost 100,000 active products.

 

Adam T. (Shopify)

May 19, 2020, 7:22:23 PM EDT

Hi team,

I've been able to confirm that particular item product_id: 1365644935258 should definitely be sending from Shopify to Google, and you are right that it either hasn't been sent from us or isn't being received by Google for some reason. I'm now investigating this.

A problem was identified back in April to do with syncing large numbers of products to Google. A fix was shipped on Saturday and I've just applied it to your store and then set your available products to resync to the Google Shopping app, and also to resync to Google. I can see the number of products available to the Google Shopping app climbing slowly at present. Let's see what happens in the next 24 hours?

Kind regards,

Adam T. 🇳🇿
Technical Support Specialist

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New Member
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@RDR read my other replies. You need to make a small edit to all of those products. The quickest/easiest thing to do is Select all products, add a tag, save, then remove that tag. Takes a minute. It triggers the Shopify API to push those products as updated even though nothing in the product feed is actually updated.

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@RDR any luck with this yet? I am able to publish new variants to items published prior to May 4th or so, but new item-level products published since then are still pending, and the chunk of expiring products went ahead & expired. I am also missing thousands of products on Google Merchant. Updating a field & refreshing the product doesn't work either. Did Adam's fix help, or did you ever get further info?

@nathan-j I'm not surprised. I can't get anyone on Shopify's end to even acknowledge me, let alone help me with the problem. It has supposedly been escalated twice in the past couple of weeks, but then crickets chirping. They even went ahead and let my expiring products expire before doing the first resync. And then they just resync over and over. The one girl 'Ciara' who was supposed to be helping me from the Google Shopping app team, can instead be seen online responding to all the bad reviews that have been posted since about the time I started having problems. She has 'checked in to see how I'm doing,' whatever that means, but she won't investigate the issue or help me troubleshoot. And now she is on vacation for a week. They really do not seem to care one bit.

Google Merchant on the other hand has been really helpful, and they will get on the phone and we troubleshoot everything together. Unfortunately it is all on Shopify's end, some problem with new products not being uploaded to the back end of the API feed. They informed me that there are other apps with this functionality so I will be pursuing this tonight. I am especially curious about Adam T.'s fix on @RDR 's post...

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Shopify Staff
Shopify Staff
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Hi there,

To be clear, the proposed fix I mentioned to RDR in private unfortunately did not relate to this issue. It's unfortunate that it has confused things, but we have now moved on from that.

We can observe that the pending feed remains at zero in GMC, despite the fact we are syncing with Google without any error given at our end. We can see the data being synced with Google, and we're receiving 200 OK responses from them. Why the data isn't then making its way to the pending feed in your GMC accounts is currently what is unknown. Any changes to products at our end causes them to rejoin the pending queue on Shopify where they remain, while the pending queue at Google remains zero. This is slowly reducing the amount of products published on GMC. That is my understanding of the issue at this time.

I can assure you that myself and others care deeply about getting this issue resolved for your stores. A number of us are collaborating, providing examples and logs, and it almost goes without saying we're very aware of how it is affecting your stores. We are active working towards resolution, but unfortunately this is taking longer than expected. Our developers are also well aware of this community thread and the examples of troubleshooting that have been given here. On that note, thank you for providing your insights. Everything is helpful.

I've been assured today that our engineers are aware of this issue and are now investigating with top priority. Thanks for your continued patience while we continue to troubleshoot this.

Kindest regards,

Adam T.

Escalated Technical Support

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@Adam-T Thank you SO much, it is such a relief to hear confirmation that that there is an actual observed problem! There has been zero acknowledgement of this! All our team got was ‘well you can’t say free shipping $40 ‘and up’ you have to set a limit like $100,000’. Then give it a week. And then ‘you can’t have your shipping limit at $100,000, that’s crazy, adjust it to $10,000 and give it a week’. Let’s resync again. We did not feel taken seriously at all. Or perceive they believed us that this is a legitimate issue. So we started calling & messaging with different angles, hoping someone would eventually hear us or take us seriously. Many of the first-wave ‘gurus’ tried to be very helpful (Grace & Daisy for example), but beyond that nobody has contacted us to ask questions for troubleshooting, which is what we are accustomed to with any IT investigation, or responded in any way. Except ‘how are you feeling’. Which is the opposite of and incredibly irrelevant to problem solving and really struck the wrong chord, that’s when we were convinced that nobody was taking us seriously. Whatever you guys are doing under the name ‘Ciara’ is only frustrating people and making things much worse than they need to be. This is all any of us ever needed to hear Adam; I can’t tell you how much we appreciate your response.

 

We have a data scientist on our team & know just enough code to screw things up, and use processes that maybe not everyone uses, such as accessing the API with R-studio to pull handles & overwrite existing items each time we publish new variants, and also to cross reference other spreadsheets to pull data to build item names, etc…which is why we were so eager to troubleshoot, we thought it could easily be something we were doing on our end to corrupt the data in some way. The products we had published before installing the Google Shopping app are the ones that are working, we can add more variants to those products, even when overwriting handles & all. After installing the app items threw invalid GTIN errors & we had to manually change each item to ‘true’ for custom product as this field will not transfer from the CSV. Also, after installing the app, new items threw google image crawl errors, and we started getting indexing issues in search console. Last night we tried taking a pending item off of GS sales channel, having it indexed by Google, then republishing it to the sales channel, but it went right back into pending in the same order it was in prior. We were going to try publishing a new product to the store ‘not’ available on GS sales channel, having it indexed, and then making it available, but it will be this weekend before we can build a new product. I understand that core Google algorithm updates are causing some indexing issues that are out of all of our control, so we also wondered about that and maybe if we should stop wasting time trying things on our end. It sounds like maybe that’s the case.

 

Anyway, we have been very frustrated with Ciara but generally we are very reasonable people if there is any way we can help by troubleshooting or providing info of our experiments, please don’t hesitate to reach out. We’re just not so interested in ‘feelings’ on the matter so much as problem solving the actual issues, lol. Or at least being in the loop that this is in fact happening. Thanks again!

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Shopify Staff
Shopify Staff
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@TayLoRx I've now taken your case and responded to you via email. Glad to help. 

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