Google Merchant Account Suspended!

Technical Q&A
1

We are building our D2C brand (raridesign.com) in jewelry - only have website and no offline presence. Now while creating the google business profile, I haven’t mentioned “service” type business. And now our google merchant account got suspended.

Help me, how to fix this!!

2

Hi @raridesign,

Not selecting a “service” business type is unlikely to be the only reason for the Merchant Center suspension. The bigger issue is that Google checks consistency across your website, Merchant Center, Google Business Profile, and other public business information.

I checked the live store and noticed two items that should be corrected before requesting another review:

  • The homepage says “30 Days Free Returns,” but the return policy says returns are accepted within 20 days, with earrings, sale items, customised products, and gift cards excluded. That inconsistency can be interpreted as missing or misleading purchase information.
  • The Contact page shows an email address and phone number, but no visible physical business address. Shopify’s Google guidance says the legal business name, physical address, phone number, and email should be clearly displayed and consistent with Merchant Center.

Also, because the business is online-only, be careful with the Google Business Profile. Google states that online-only brands are generally not eligible unless they make in-person contact with customers. Creating it as a service-area business does not automatically make an online jewellery store eligible.

Before requesting a review, I would:

  1. Make the return period identical everywhere.
  2. Add the legal business name and physical business address to the Contact and policy pages.
  3. Ensure the same details appear in Merchant Center.
  4. Review whether the Google Business Profile is actually eligible.
  5. Check shipping times, checkout, product availability, and policy links.
  6. Request a review only after all inconsistencies are corrected.

Best of luck.

5

Hi @raridesign,

The return policy gap WebsiteDeveloper spotted is most likely your actual trigger. “30 Days Free Returns” on the homepage versus a 20-day window in the written policy is exactly the kind of inconsistency Google flags under Misrepresentation. Their automated checks compare what you display prominently against what your policy actually says, and a 10-day difference is more than enough to fail that.

On the Service-Area Business suggestion: SAB is for local service businesses (contractors, cleaners) that travel to customers. A D2C jewelry brand selling online doesn’t need it, and switching your GBP to SAB won’t change your Merchant Center status. They’re two separate systems and it won’t fix the suspension.

What I’d actually do:

  1. Fix the return policy language everywhere it appears - homepage banner, footer, dedicated returns page, and the return policy field inside Merchant Center settings. Whatever the real window is (20 or 30 days), it needs to be identical across all of them, with the same exclusions listed consistently each time.

  2. Go to Merchant Center > Diagnostics. The account-level suspension reason is listed there. For Misrepresentation, Google usually links to the specific policy sections they found issues with. Read that before submitting for review.

  3. Once everything is consistent, go to Account Issues and request a review. Timelines are running long right now (weeks, not days), so fix everything you can find before hitting that button - you want one clean submission.

Also worth checking: your business name, phone, and address in Merchant Center Business Information should match exactly what’s on your website. Small formatting differences can contribute to the flag.

Google’s own breakdown is at How to fix: Missing or incorrect GTIN - Google Merchant Center Help - worth going through before you submit so you’re not missing a second trigger.

6

Wow, lots of AI replies here. You might as well asked your question in chatgpt to get the similar answers.

The shopify community should be human to human support, sharing real experiences.

I recommend that you add your business address in the footer of all pages, as well as your business hours, phone number.

Your contact page should include a contact form, and business address.

Your policies are hidden in a submenu called terms and policies, instead of having 1 link, with a drop up menu, have all the policies linked individually in the footer.

Also you have 2 different contact pages, this will confuse google, instead have only 1 contact page, and link the same page all the time.

The hoops and earring charms are sold as a half pair, this is a bit unusual. I have managed a few businesses that sell earrings, and have actually never seen half pare setups. Just an FYI. This is not a violation regarding Google’s policies, but just found a bit strange.

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

https://support.google.com/google-ads/community-video/318699100

https://support.google.com/merchants/community-video/379501229