Complete lack of support and lost sales with Google Shopping

Hughgo
Excursionist
13 0 11

On the 17th of August, our store stopped sending data to Google Merchant Centre meaning that over 10,000 of our products expired from Google shopping on the 16th of September. Prior to this the feed had been live and working perfectly for about 2 years.

On the 16th I noticed our sales and traffic die and have been in constant contact with Shopify and Google support ever since. Google shows no and support have found no errors in the account, Shopify who have had multiple reps email about once a day have had no resolution other than 'we've pushed a full resync of your products' three times now without success. The exact same thing happened when they put me on to one of their "Google Specialists", there's clearly something else going wrong here. Back at the start of the problem I also tried completely disconnecting and reconnecting the accounts but still nothing. 

Being without our main sales channel for so long has been catastrophic for our sales. We've had a 94% decrease in revenue for the last 15 days of September compared to the first 15 days before the products all expired. Has anyone experienced this before or does anyone have any idea of anything else we can do to resolve this? or any way to escalate it within the Shopify support team to have this taken seriously?

Replies 20 (20)
Hughgo
Excursionist
13 0 11

The issue is that none of those solutions worked, even the supplemental feed didn't work.

The issue was caused by an actual issue with the app on Shopify's side, and even having them push manual resyncs didn't work either. While I acknowledge that it would have been faster, my other concern was that I wanted to avoid tieing myself into yet another monthly subscription. I understand that it would have been faster, but over time it would have cost far more.

EmmanuelFlossie
Shopify Partner
1220 65 286

I have had several clients, where your issue happened, and adding the supplement feed, resolved the issue. Maybe you forgot to fetch it, after adding the supplement?

In any case, be aware what you are experiencing will happen again. It is known issue with the free app for 2 to 3 years. So if Shopify wanted to fix the issue, they would have done it by now. Clearly it is not a priority in their opinion.

 

I'm a Google Shopping Specialist and a Google Ads Diamond Product Expert (Only 9 Google Ads Diamond Experts in the world!), also I'm a Google Premier Partner
. Need Premium Data Feed Management Support? Get in touch.
Hughgo
Excursionist
13 0 11

Nope, attempted fetch and everything. I had tried all of the solutions you've suggested, some of which were suggested by Shopify support too. It seems in other users cases they worked but not in mine, unfortunately.

I agree with you, @Em it is very disappointing that Shopify is allowing such a catastrophic bug to affect businesses the way they are. The default app functioned flawlessly for me for 2 years and then when it failed there was almost no help. They tried but only suggested the same things you have in your article and very little else. I was getting passed around different support team members who would only reply once per day at best. Terrible customer service. 

 

EmmanuelFlossie
Shopify Partner
1220 65 286

It's actually not a bug.

In Google Merchant Center, the products expire after 30 days. Regardless of what app you use.

To avoid the 30 days expiration time, you need to push all products again at least a few days prior. While you did try the supplement feed, I guess something else happened too. Without looking in your account, it will be hard to give you the exact reason.

Other apps if using content API, will push all products prior to the expiration day, most apps actually use text delimited files instead of content API. This file is pulled by Google every day, which means your 30 day expiration is extended every day, by another 30 days.

In any case, best of luck, and hopefully it will not happen again for you.

I'm a Google Shopping Specialist and a Google Ads Diamond Product Expert (Only 9 Google Ads Diamond Experts in the world!), also I'm a Google Premier Partner
. Need Premium Data Feed Management Support? Get in touch.
Hughgo
Excursionist
13 0 11

I get that you’re saying it’s a design flaw with the content API, though I was contacted by Shopify about an incident when it happened so I’m hoping in this case it was the same. 

I’m now using an automation to refresh some content, ie prices and stock levels daily so I don’t think this issue will arise again, however, if it does I know who to contact. Cheers!

Sunrisesurfshop
New Member
2 0 0

What automation are you using? We are experiencing the same issue. Sales have slumped over the past couple weeks. It was completely out of the blue as for the last year+ we were doing extremely well!

Scott_Clever
New Member
10 0 0

still happening to many of my accounts, only way to do it as described is to go into the bulk edit feature and toggle to custom product attribute. For any store over about 100 products this is a laborious and a large waste of time.

 

Its amazing that Shopify dont seem to care/have a solution about this.

Sunrisesurfshop
New Member
2 0 0

Man, that sucks.

 

So... to fix, I need to select "custom product" attribute for all items in the bulk editor? Even if these items are items we have bought at wholesale from a vendor and are reselling? Thnx for the help. 

Hughgo
Excursionist
13 0 11

Custom made automation is very specific to us that one but it refreshes some product data everyday.

Hughgo
Excursionist
13 0 11

Yes, that's what fixed it for us. We haven't had another issue, though we had to update and provide a GTIN and also set products to custom.