Google Merchant Center doesn't accept my policies in footer

Technical Q&A
1

Hello,

I have created a page for each policy and used that in my footer. Now Google Merchant Center keeps disapproving it and unchecking “Add a refund policy and terms of service” every few days.

This is the error:

“You no longer have refund policy and/or terms of service, or have removed them for your footer navigation. Google may disapprove your products or suspend your account if you don’t re-add them.”

Now I believe there are two possibilities

  1. Google doesn’t want me to use customized policy pages.
  2. I have changed my Refund Policy name to Return & Refund Policy

Can anyone confirm if I’m correct and if it is the second option, then can I keep the page title as it is and create

To override this issue?

2

That is not from Google Merchant Center. If you are using Shopify default shopping app, then the errors you get are from Shopify, not Google merchant center. Because Google will not give this info.

It is recommended to have a single returns page and a single refund page.

And recommend you use simple clear file names and title names. Such s Returns Policy and Refund Policy is fine.

If you continue to have this technical issue, I recommend you report it directly with Shopify support.

1 Like
3

I contacted support, and they told me the pages used in the footer need to be policy pages, not custom pages. In other words, I can’t have customized policy pages in the footer.

4

Yes they indeed need to be policy pages. A return policy and a refund policy are both policy pages.

A custom page, In your words is simply a page you customized, ie created. A custom page can be anything.

So if you create a page, you can name this page Return Policy, then this is a return policy page.

5

But when I contacted support, they told me that it needs to be Shopify’s built-in legal page, not an ordinary page that is named Refund Policy.

by Legal page I mean https://storename.com/policies/refund-policy

by ordinary page I mean https://storename.com/pges/refund-policy

I was told that I have to use the first one in order to get approved. Otherwise, I would love to be able to customize the page

6

Not sure how to explain it any different. A page is a page, regardless how or where, or who creates that page.

As long as the content of that page follows Google requirements then it is correct.

However, feel free to do it however you like.