Suspension Warning of Your Merchant Center Account - "Broken checkout experience"

[JustinCoziness]

Hello dear Shopify-Community,
today I received an email from the Google Merchant Center due to policy issues.

"We've found policy violations in your Merchant Center account. You have until the deadline below to bring your account and products into compliance with Shopping Ads Policies. If the issues aren't fixed by the deadline, your Merchant Center account will be suspended. If suspended, your account will no longer run Shopping ads and related Merchant Center accounts may also be suspended.

Deadline:  Mar 26, 2024

Your Merchant Center account is in violation of the following policies:

Broken checkout experience

Users are not able to complete the purchase of advertised products from your site. This could be due to multiple reasons including (but not limited to) site lacking a functioning 'Buy' button, landing page not loading properly or removal of advertised product from the site.

For more details, please visit https://goo.gl/FH2qjv

Suggestions to fix this issue:

Ensure it’s possible for a user to checkout starting from your landing page and make sure the checkout process on your site is straightforward. This includes a working and easy-to-identify buy button.
 

For your convenience, we'll automatically review your products again once the deadline has passed, so you don't need to contact us after you've updated your products.

If you have questions, we want to help. Contact the Merchant Center Support team here.Sincerely,
The Google Merchant Center Team"

The checkout process in my shop is functioning correctly and I cannot see any reasons why users might encounter issues while trying to finalize their orders. Orders have already been placed today prior to receiving the email. Could this issue possibly be linked solely to the advertisements I am currently running?

I have recently encountered other issues with my Google Merchant Center, such as inconsistent language between the product feed and the shop. As a solution, I have deleted my Product Data Feed in GMC and uploaded a new one. Although I do not believe it is directly related to the current problem, this information may be helpful.

I am seeking assistance in identifying the cause of the error or obtaining additional information about it. Any insights or guidance you can provide to help resolve this matter would be greatly appreciated.

Thanks in advance for any reponse.

My Shop : www.coziness.eu

Kind regards,

Justin

[EmmanuelFlossie]

I don't see anything wrong with the buy button, however your checkout is missing shipping policy and the contact link in the footer.

Before you request a review, make sure to check all possible issues, even the ones Google does not mention. To only way to find out is by checking the policy and comparing this against your website.

https://support.google.com/merchants/answer/6150127?hl=en
https://support.google.com/merchants/answer/6363310/follow-the-merchant-center-guidelines
https://support.google.com/merchants/answer/7052112
https://support.google.com/merchants/answer/4752265
https://support.google.com/merchants/answer/13693865

[JustinCoziness]

Hey @EmmanuelFlossie,

thanks for your response.

I have added the shipping policy and contact page to the footer in the checkout, as per your suggestion.
However, I am still encountering the broken checkout error. Several Google meetings with different employees have confirmed that they experience a problem with the Add to Cart (ATC) button, which appears black and non-functional for them.

Despite extensive efforts, no one has been able to replicate this issue, and the checkout process seems to be functioning seamlessly for everyone else. During a recent meeting, a Google employee recommended deactivating the "Checkout-URL" in Google Merchant Center (GMC) for Google Shopping.
Although this was supposed to be unrelated to the website issues, I complied with the suggestion. Now, I am unable to reactivate the Checkout-URL, as it consistently displays the message "Google is reviewing your store's checkout URL structure. Results will be shared within 24 hours," for the past week. The URL was working fine without any problems before.

I have already opened a support ticket, but unfortunately, the support team does not want to identify any issues on their end and advises me to resolve the problem. Given that everything seems to be functioning correctly from my side, I suspect there might be an internal company software or restriction at play. One Google employee mentioned that the problem only occurs on the desktop version, while the mobile version works fine for them.

Do you have any ideas how to solve this or maybe heard of the same problem already once?
I just want to get the Checkout-URL for Google Shopping Products back up again as soon as possible, since i lost a lof of sales due to it already.

Thanks in advance, wishing you a great day!

Best regards,
Justin


**Update : 
Google gave me now the response : After consulting with our technical department, it has been confirmed that the checkout URL has not been approved because your website is blocking access to Google servers.

[EmmanuelFlossie]

Checkout URL, is unrelated to suspensions. This is only to show the buy button in free shopping listings, so it directly points the consumer to your checkout. So just ignore this for now, as it is not what is your issue.

You will not be able to get this approved when you are suspended. However, you can setup feed rules to enable this. You can learn more here: https://support.google.com/merchants/answer/7450276?hl=en-GB

I don't know what your issue is, regarding the add to cart button not working. A deep analysis might uncover issue, but a quick scan that I did, does not show any obvious issue.