A New Zealand distributor for Lakai footwear (Lakai.co.nz) is struggling with a Google Merchant Center suspension due to misrepresentation policy violations. Google has provided minimal guidance beyond confirming the site still fails compliance checks.
Key Issues Identified:
Missing complete business details in footer (name, address, hours, phone, email)
Displaying review stars without actual reviews, which appears misleading
Lack of clear stock status indicators on product pages
Product descriptions may be too short (need 500+ characters)
Missing or unclear returns and refund policy (not just refund policy)
Potentially missing authorization letter from Lakai LLC proving distributor status
Recommended Actions:
Add comprehensive business information and NZBN registration number
Remove star ratings where no reviews exist
Implement clear in-stock/out-of-stock indicators
Ensure schema markup accurately reflects inventory status
Submit formal appeal with business registration proof and brand authorization
Review all Google Merchant Center policy guidelines
The original poster suspects the authorization letter may be the primary issue, though multiple technical and transparency problems need addressing before resubmission.
Summarized with AI on November 1.
AI used: claude-sonnet-4-5-20250929.
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.
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
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.
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
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.
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.
Customer Reviews
Integrate genuine customer reviews on all product pages.
A lack of reviews can raise red flags for Google.
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.
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.