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Google Merchant Account Suspension- User cannot complete purchase.

trodriguez512
Visitor
3 0 0

Our Google Merchant Center has been suspended for a while now. While I have worked to fix all the item issues. The major issue now causing our account to be suspended is "User cannot complete purchase." 

 

Our shop has a functioning buy button, which was temporally removed by one of our app's recent updates. Another app was causing issues with one of our items as well, which again was fixed by the app developer. I have contacted Shopify Support, our theme's developer, and a couple of our app developers. No one can seem to find the issue that google is wanting fixed. Each found minor issues that they immediately fixed, but none that could be causing the current issue with Google. Now we finally thought our shop was back to normal only to request a manual review from Google and it's the same response, our account has been suspended due to policy violation: "Users cannot purchase." Please keep in mind, we receive orders every day.  There are certain items not synced to Google for various reason, could those still be causing the issue? Or is it one or a handful of the 9,161 items synced to Google. 

 

Is anyone else having the same issue? How did you successfully resolve the issue? Any suggestions?

 

I am at a loss of what to do, short of going through our website item by item.

Our website is thefirecenter.com

 

Any help would be appreciated.

Replies 3 (3)
EmmanuelFlossie
Shopify Partner
2716 197 656

It is possible Google is seeing a cached version. I recommend you wait a bit until the cache is clear.

I have tested the checkout and it works, however it is missing the shipping policy in the checkout.

I'm a Google Shopping Specialist and a Google Product Expert Education Award winner, a Google Ads Diamond Product Expert, and also a Google Premier Partner.
Need Data Feed or Google Shopping support? Get in touch.
trodriguez512
Visitor
3 0 0

Gotcha! I'll add that shipping policy for sure. Would the cache version be what's causing them to see black colored background on their end, but I can't see it on mine? That is what their recent response was that a product page has a black colored background.

EmmanuelFlossie
Shopify Partner
2716 197 656

I do see black colored backgrounds, but for a tenth of a second. So if this is causing issues, then I think it's due to slow loading of the pages.

I'm a Google Shopping Specialist and a Google Product Expert Education Award winner, a Google Ads Diamond Product Expert, and also a Google Premier Partner.
Need Data Feed or Google Shopping support? Get in touch.