Google Merchant Center Suspension - Misrepresentation Policy

[QBD]

Hi, 

I am having issues with my website and google merchant center. 

We've been pinged for misrepresentation, and I have tried everything I can think of to rectify, but still can't work out what we are getting flagged for. Google are extremely unhelpful, other than doing manual checks and telling me that it will still fail, the refuse to give any hint of what it could be. 

I have gone through all the policy pages and followed the guidelines, so now I am thinking this must be some sort of technical issue that I cannot spot. 

Our website is Lakai.co.nz and we are the NZ distributor for lakai footwear. 

If anyone can help me out here, it would be greatly appreciated. The website theme is Ella and it has a bunch of crazy up-selling features, but we've disabled them. The schema all looks OK to me when I check it? So I really am stuck on this.

Any help would be greatly appreciated. 

Thanks
James

[DaisyVo]

HI @QBD

You’ll need to review Google’s policies on misrepresentation, which typically involve deceptive practices, unclear business information, hidden details, or a lack of transparency. Key areas to check include contact information, business identity, product details, pricing, promotions, shipping and return policies, customer reviews, and schema markup.

Please check all the points below

1. Schema Markup Validation

   • Ensure that schema markup accurately reflects real-time stock levels for each product variant (e.g., sizes).
   • If a product has no available variants, the schema should update to OutOfStock.
   • Use Google’s Structured Data Testing Tool to validate.
   • Products with some sizes sold out should still show InStock if at least one variant is available, but fully out-of-stock products must be labeled OutOfStock.

2. Brand Accuracy

   • Verify that the brand field in your product schema matches Lakai’s official branding.
   • I check and it is Laika now, check if it is not Laika NZ, or something else

3. Business Legitimacy

   • Add your NZBN (New Zealand Business Number) or company registration number to the footer or "About Us" page.
   • Google often requires clear proof of business legitimacy.

4. Return & Shipping Policies

   • Ensure your return and refund policy is clearly displayed during checkout.
   • Double-check that all shipping costs and delivery estimates (1–2 days processing + 2–5 days shipping) are accurate and match the details in Google Merchant Center feeds.

5. Customer Reviews

   • Integrate genuine customer reviews on all product pages.
   • A lack of reviews can raise red flags for Google.

6. Ad & Website Consistency

   • Ensure that promotions, pricing, and product claims in Google Ads match your website exactly.
   • Avoid running ads for discounts that are not reflected on the site.

7. Site Code Audit

   • Check your website’s code for accidental hidden text (e.g., white text on a white background) or any manipulative tactics.

After verifying everything, submit a formal appeal via Merchant Center, including:

• Proof of business registration.
• An authorization letter from Lakai LLC.
• Screenshots of policy pages, contact details, and schema fixes.

I hope this helps

Best,

Daisy

[QBD]

Thanks @DaisyVo - I'm betting on the authorization letter. Even though we have not been asked. 

I've ticked off everything else, we have genuine reviews on our linked GMB page - and everything else is correct. 

[EmmanuelFlossie]

The above reply is 95% A-I content, as you know these types of replies are generic at best.

Here is a human written reply, in other words genuinly interested in given you real tips, based on your website.

You are missing your business details in the footer, add your business name, address, hours, phone and email.

Make sure instead of a refund policy, you cover and have a returns and refund policy.

Your showing review stars, but no reviews. This can be seen as misleading. Make sure to remove any stars, when there is no reviews.

Also on the product landing page, you need to show if an item is in or out of stock.

Make sure that you have at least 500 characters for your description.

You will have more issues, so make sure to check the guides and policies below:

https://support.google.com/google-ads/community-video/318699100
https://support.google.com/google-ads/community-guide/304792695
https://support.google.com/merchants/answer/6150127
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
https://support.google.com/merchants/answer/6149970
https://support.google.com/merchants/answer/9158778
https://support.google.com/merchants/answer/6150244
https://support.google.com/google-ads/community-guide/241068758