Help. Google Merchant Account suspended for policy violation: Misrepresentation.

Yopi
Tourist
12 0 2

Hello.

Google has suspended my account for no apparent reason. I would like someone to check and tell me why.


My Website: www.haurangi.com

I have added all the Legal pages to the footer and side menu: 

I have added my phone No. and email to the footer as well. Should I add my address to it as well? I heard 2 is enough. These details are exactly the same as in Business Information in Google Merchant. See the photos.

Should I add my personal address to it as well? I also have an ABN(business no.) Should I add that too?

The first suspension reason was the unverified phone no. Now there is no reason given for the second review. Now I have a cooldown period for next the review.

Can Someone please check my website and the photos to see what am I still doing wrong/or not providing information to Google? 

My Payment methods are also visible on every page on the footer. ererq33413.JPGunpaid 2.JPG

Yopi_0-1629781948914.png

 

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Reply 1 (1)
Moira
Shopify Staff
Shopify Staff
938 121 150

Hey, @Yopi!

This is Moira from the Social Care team. Welcome to the Shopify Community! 

I understand you are having some trouble with a Google suspension, I am happy to help point you in the right direction here.

The Misrepresentation error can be especially hard to narrow down as this comes from Google and they do not disclose details of the suspension with us, unfortunately. For this reason, we have no way to know what the actual problem is they require you to reach out to them directly to resolve it.

In my experience working with other stores facing the same suspension error, some of the common reasons for this are:

  • Not adding full contact details (must include a physical address)

  • Not having returns and refunds and terms of service pages

  • Selling products that are not allowed

  • Selling products you do not stock, for example, drop shipping/print on demand services

  • Not adding any added content, and simply copy-pasting other sites

This is by no means an exhaustive list, but just some things to watch out for! I took a quick browse through your website and it appears that you do not have a physical address listed (your business address must easily be found on Google Maps) which may stand out as a policy violation.

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I recommend reviewing Google's Shopping Ad policies to ensure there is no violation here. If you have read and noticed that there is no violation, you can reach out to Google directly to request that they manually review this. In case you haven't already, be sure to check out Google's help guide on Misinterpretation that goes over some examples of this violation that might be helpful as well. This blog post from Feed Army also does a great job at explaining this error and goes over some tips to help resolve this.

Google uses third-party resources in order to validate your business using a 'trust factor'. Again, they don't share specific details but it's based on policies, knowledge, and industry standards. Make sure to register with Google My Business so that more business information can be seen in Google search results. Add your business details to your Facebook page too and any other social media profiles you might have.

For the products, make sure the titles and descriptions are unique and different from the manufacturer-supplied details (if applicable)
Within the Merchant Center account again, make sure your business details have been added to the 'About your business' section (Tools > Business information). You can also add your logo to the 'Branding' section here. It's also a good idea to open the 'Linked Accounts' section in the Merchant Center account and link as many accounts as possible - while they might not be directly used with your shopping campaigns, it will help to build trust with Google.

TIP: If you have a large product catalog, you might also be interested in the Bulk Product Editor & Sync app. This would allow you to bulk mark all custom products as 'true or false' for Google which will save you some time. It's free for up to 5 in-app edits per month so it could also help with some other attributes if you have multiple products in the same category for example.

I do hope this helps! Let me know how you get on with the suggestions above and feel free to let me know if I can clarify anything further.

Moira | Social Care @ Shopify
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