Shopify merchant center price missmatch

Solved
Moars
Excursionist
24 1 8

Dear All,

Its been a few days but i only just noticed it now. Since june 6th our products slowly started to get disqualified , saying the price on the website doesnt match with the google merchent feed. We are now at 60% products disqualified and it has decimated our sales as we can run no adds anymore.

The strange part is that when using using google rich snippet tool to verify the price:https://search.google.com/test/rich-results

If i take for example the following product, the price shows 31.95euro

  1. https://koreanskincare.nl/products/missha-time-revolution-artemisia-treatment-essence-spray
  2. https://search.google.com/test/rich-results?id=8XXh7f5PXo8PZqWlBjHWfQ

But when i go trough the link that google has gathered the price is shown withouth tax: 26.4

  1. https://koreanskincare.nl/products/missha-time-revolution-artemisia-treatment-essence-spray?variant=...
  2. https://search.google.com/test/rich-results?id=rLKVS3ny9CSTrM2h0KhFmA

Can anybody help me? I'm pretty desperate as this has destroyed our sales, i wonder if the new shopify tax setting in Europe has anything to do with this. Any other European merchants suffering from Products disqualified in merchant center?

 

Accepted Solution (1)

Accepted Solutions
Shay
Shopify Staff
Shopify Staff
1039 162 213

This is an accepted solution.

Hi @Moars 

Thank you for sharing your issue with us here in the community forums. I can only imagine how much of a headache it has been to try and get this resolved, especially if you rely on the Google sales channel for most of your sales. This is something we see fairly often and I can share how this happened and what the next steps are to get this resolved. 

WHY: What is currently happening is that Google is trying to compare the website data it has in it's cache to the current website to match the product prices. Unfortunately, the cached data that Google is using is out of date, hence why the pricing is no longer matching when it goes to compare. This is through no fault of yours and is reliant on how frequently Google crawls your site for new data. 

THE FIX: To resolve this issue there are a couple steps you need to take. The first one, if not done previously, is to submit your sitemap to google to crawl.

The second step is to then ask Google to recrawl your website to update their data cache. Google has steps for this in their own help center, and I will link that here for you as well: Google Docs: Ask Google to recrawl website

Then it is a matter of waiting while Google re-crawls your site. I can't say how long that will take and if you need a timeline for that I would recommend contacting Google merchant support through your Google Merchant account. 

Please let me know if you have any other questions about this issue I can help with!

-Shay

Shay | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post

Replies 3 (3)
Shay
Shopify Staff
Shopify Staff
1039 162 213

This is an accepted solution.

Hi @Moars 

Thank you for sharing your issue with us here in the community forums. I can only imagine how much of a headache it has been to try and get this resolved, especially if you rely on the Google sales channel for most of your sales. This is something we see fairly often and I can share how this happened and what the next steps are to get this resolved. 

WHY: What is currently happening is that Google is trying to compare the website data it has in it's cache to the current website to match the product prices. Unfortunately, the cached data that Google is using is out of date, hence why the pricing is no longer matching when it goes to compare. This is through no fault of yours and is reliant on how frequently Google crawls your site for new data. 

THE FIX: To resolve this issue there are a couple steps you need to take. The first one, if not done previously, is to submit your sitemap to google to crawl.

The second step is to then ask Google to recrawl your website to update their data cache. Google has steps for this in their own help center, and I will link that here for you as well: Google Docs: Ask Google to recrawl website

Then it is a matter of waiting while Google re-crawls your site. I can't say how long that will take and if you need a timeline for that I would recommend contacting Google merchant support through your Google Merchant account. 

Please let me know if you have any other questions about this issue I can help with!

-Shay

Shay | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Moars
Excursionist
24 1 8

Dear Shay,

Thanks for the feedback, above steps have already been done but nothing.

I still believe the new tax system shopify as implemented for Europe is at the core of this problem. Shopify never allowed us to use flexible tax settings. Before everybody saw prices including tax say 121 euros (100 euro + 21 euros tax). And if you bought outside of europe from the store you would still pay 121 euros, there was no deduction of tax.

As i was troubleshooting today, suddenly shopify staff members started showing prices without tax, but this was never seen before! This was also exactly what google saw, probably as they crawled from outside of europe they saw our prices without tax.

Now i have found a fix. Recently, Shopify introduced a new tax setting, this was enabled. it also makes sense. Thats how it should work

tax issue.png

 

But suddenly if i now use rich snippet to test the same link that google was showing the price without tax (26.4 euro) now suddenly shows the price with tax 31.9 euro. This seems like a critical bug for europe as i will run into the issue of not running adds. or having a horrible tax management headache

rich snippet.png

 

 

Shay
Shopify Staff
Shopify Staff
1039 162 213

Thank you for those additional details! I really appreciate the screenshots as well, it helps me to better understand what you are seeing and where your concerns are. I understand that you are concerned that the pricing mismatch is directly related to the option to include tax in your product price. 

I reached out to my Google Sales Channel support team and we have not heard of that being an issue at this time. Not to say that it isn't an issue, it could potentially be something unreported. We do have a wide range of merchants based in the EU who are utilizing this feature along with the Google channel without any problems that we know of. If you do believe this is the cause I would ask that you please connect with our live support team so that we can authenticate your store and get our Google support and technical support involved and having a closer look. 

You can contact our live support by following this link: Shopify Help Center: Contact Support. You will be asked to sign into your store account and then be prompted to search for your issue. You can search for Google sales channel and at the bottom of the search results will be a link to contact support. 

Please feel free to share a link to our conversation here so that your live agent understands your concerns and the troubleshooting steps we have already taken. 

Thank you!

-Shay

Shay | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog