Changing Countries / Un-claiming store in Google Merchant Center

[Baskingshark]

Hi, wondering if anyone can help with this. I purchased a shopify store from someone in Canada. The site had been suspended from Google Shopping for the usual "Misrepresentation". I was aware of this before purchase and have already fixed the site issues causing it but while trying to get GMS set up again, I just ran into an issue I'm unsure about. 

I'm trying to change the business address under Business details and need to change the country from Canada to the US which it won't allow me to do. From reading threads on here, I understand I can't do that and that I need to close this Merchant Center Account, then start a new one with the correct country set at startup. However, I can't seem to find what to do with regard to the store, which is both claimed and verified. Do I need to un-claim/un-verify it before setting up the new account or will closing the existing account do this automatically? Can anyone advise?

I don't want to do something wrong and have the store stuck in some sort of weird state where this account no longer exists but the new one can't claim it. Obviously I am not concerned about any campaigns since none are running at present.

[Baskingshark]

Thanks - I think your reply got cut off.

[Baskingshark]

Great, thank you very much for the info, it's very helpful. 

[Baskingshark]

Hi again, 

I've tried following these instructions but I don't have the option to go Settings>Account Settings>Account Information>Account Management. I have Settings>General Account Options and the "Close Merchant Center account" link is on that page. However, I don't have an option to click on the store or unclaim it there. (I've messaged GMC support to ask them too).

I'm signed in at merchants.google.com. Just to confirm, that is the correct URL?

Thanks again for the assistance.

[OneMobile]

Hi @Baskingshark 

Have you tried to reach the original store owner? I think you are unable to unclaim it because you might not have the administrative access to do so.

[EmmanuelFlossie]

@OneMobile Unclaiming is unnecessary as that will not allow you to delete the account. The deletion of the account is prevented due to the account being a sub account. Thus, needs to be seperated from Shopify first, by contacting Google.

[Baskingshark]

Hi all, 

The previous owner has made me an admin but has not deleted their own user account. They are still showing as the verified owner of the website. I do have the ability to close the merchant center account. Clicking this also offers me the option to switch to "classic merchant center" although nothing happens when I try to do that. 

When I go to delete the previous owner's user account, I get a warning saying that "This person is the only verified owner of your account's website. If you remove this user, the website verification will be lost, and you'll need to verify the website again. Without a verified website your products will eventually stop showing."

I haven't had a response from Google support yet, but have just read this help article here; https://support.google.com/merchants/answer/176793 which seems to indicate that removing verification also removes the claim. 

As such, it seems logical that what I'd need to do is delete the previous owner which should unverify the website and then unclaim it. I could then close the merchant center account and start the new account, verify and claim the site through that. 

[EmmanuelFlossie]

If the account is not suspended, you can delete the account when the account is seperated from Shopify, yes.

Unclaiming or removing the verification, will not do anything with regards to deleting the account. You can delete the account regardless, if its verified or not.

The only way to delete an account is if its not a subaccount of Shopify.

[EmmanuelFlossie]

If the GMC account was created via Shopify, you need to seperate it from Shopify as they will be the parent owner. And if you are a sub account, you can not delete it.

Therfor you need to contact Google first and ask them to seperate your account from Shopify, then you can delete it.

However as you are suspended, I doubt Google will help you. But it's worth the try.

If that does not work, then you have no other option than to create a new account. And I recommend you do not create it via Shopify, but seperately here: https://www.google.com/retail/solutions/merchant-center/

Do not use any VPN, or IP modification tools, as Google needs to know your real location when creating an account. Otherwise your account will be incorrect again.