Active Products Appear for Some Users and Not for Others

dthai
Visitor
2 0 0

Dear Shopify Support,

We've setup our Shopify store with YouTube Shopping via Google Merchant Center, and we sell print-on-demand products via Printify.

Late last year we added some new products to our store. To our knowledge the sales channels, collection settings etc. are enabled and correct.

However, Google Merchant Center is reporting that the products do not have a viewable desktop and/or mobile page. Also, the product links that GMC imports from Shopify do not work and lead to our store's 404 page. To our knowledge the product links are correct as other products (live and active) use the same URL structure.

What is strange is that we've spoken with Shopify General Support about this twice and on both occasions the representatives told us that the products are indeed viewable on their end.

On my personal desktop device, completely wiping the browser cache fixes the visibility problem but only temporarily. For the short time the products are viewable, GMC still reports that the products are not visible.

When we last spoke with Shopify, the support staff cleared the cache & cookies, and resynced the data from their end. A little over 30hrs have passed since then, however no progress just yet.

We also consulted our theme developer, who replicated the issue in a different theme and advised us to seek further assistance from Shopify.

Thank you for looking into this and we appreciate your assistance.

Kind regards,
Doran.

Replies 3 (3)

EmmanuelFlossie
Shopify Partner
3102 227 742

Sidenote, please remember that if Google ever finds out you are POD, then expect a suspension. POD is unfortunately, generally not allowed: https://support.google.com/merchants/answer/6150127#:~:text=Unavailable%20promotions

 

As to the issue you have, go to Google Merchant Center > products > all products > click on a product > scroll to the bottom and view the final attributes.

Here the URL should be correct without any redirects.

Also make sure there is no IP blocking, or no IP modification.

Get in touch with Emmanuel: a Google Shopping Specialist, Google Ads Diamond Product Expert, and also a a Google Product Expert Education 2021 & Tailwind 2023 Award winner.
Need Google Merchant Center or Google Shopping support?.
dthai
Visitor
2 0 0

Hi Emmanuel, thank you for your response.

 

I went into GMC, clicked into one of the affected products and replaced its URL with the standard Shopify product URL, however this didn't work either. I believe the issue isn't with GMC but rather with Shopify as the products appear for some users and for others not, such as myself.

Also, can you point to where I can check for IP blocks or modifications?

EmmanuelFlossie
Shopify Partner
3102 227 742

Checking your apps, would be a start to find out regarding IP blocking or modifications. You may also try to test using VPNs.

 

Get in touch with Emmanuel: a Google Shopping Specialist, Google Ads Diamond Product Expert, and also a a Google Product Expert Education 2021 & Tailwind 2023 Award winner.
Need Google Merchant Center or Google Shopping support?.