Google Merchant Center Suspension - Misrepresentation

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Topic summary

A Shopify store owner faces a Google Merchant Center suspension for “misrepresentation” despite believing all policies are compliant. The business previously resolved a suspension related to address visibility issues.

Current situation:

  • All business details match between GMC and website
  • Domain verified and accounts connected via Shopify app
  • Google provides no specific explanation despite repeated requests

Community diagnosis:
Multiple respondents identify the root cause: the website displays two addresses - a physical business address and a PO box for returns. Google’s automated systems flag businesses with virtual addresses, PO boxes, or multiple addresses as potential violations.

Recommended solution:

  • Display only one physical address where the business actually operates
  • Ensure this single address appears consistently in footer, contact page, and GMC account
  • Remove the PO box from public-facing pages

Status: The issue remains unresolved as the owner questions why having both addresses is problematic, while community members emphasize that dual addresses confuse Google’s verification systems and reduce approval chances.

Summarized with AI on October 30. AI used: claude-sonnet-4-5-20250929.
1

Hello,

My store is called The Toucan Cove. Website is thetoucancove.com.

My account was given this suspension over a week ago, shortly after battling my last suspension which was because their automated scripts couldn’t find my addresses easily. Now, I’ve been given a “misrepresentation” warning which I am genuinely baffled by. I have asked them repeatedly for more information, but this seems like it’s never going to happen.

All my policies are in place. My pricing is clear and obvious. My business details submitted on GMC are identical to those publicly displayed on my website. I have verified my domain with them and connected all my account through the Google & Youtube Shopify App. Everything seems to be in order, and no bait & switch occurs. I cannot figure out what the actual issue is, and I could really use some guidance on where to start or if there is something glaringly obvious you noticed on my site.

Any help is much appreciated.

2

I don’t need the policies. Getting flashbacks to Google support here. I’ve read all of this, and I’m compliant with everything as far as I can see.

1 Like
3

That is because the reply you got was 100% A-I, low effort fluff.

I see you have already posted your question on the Google Ads community, but seems like you have not resolved the fundamental issue.

Google generally suspends all businesses that have virtual addresses, po boxes etc. So unfortunately, as this was already recommended, if you don’t change the fundamentals, then I don’t see how you will get approved.

Check again: https://support.google.com/google-ads/thread/328922018

4

As Emmanuel rightly pointed out, please include a valid address on your website and in your GMC account.

Display your official business name, physical address, contact email, and phone number in the footer and on the contact page.​ Verify that this information exactly matches the details provided in your GMC account.​

5

Okay, I understand that, but I’m saying it’s not true. Here’s a link to my the page that fully displays my actual business address: https://thetoucancove.com/policies/contact-information

I have the information on my contact page, it’s just that I also have a PO box that customers need to use for returns. I have to include that information because the other address is not set up to take large return packages. I don’t understand why everyone keeps telling me my address isn’t there when it’s linked at the footer of every web page under “Contact information.”

6

Having 2 addresses will just confuse Google. I recommend you only have 1 address, and where you are physically located and operate from, not virtual, po box, etc.

If everyone keeps telling you the same thing, maybe that is a signal that it is recommended. I don’t really see the point not implementing recommendations. All you are doing now, is limiting your success rate, while what you should try and do is increase your success rate.

But of course, in the end, you have to do, what you have to do. Just an FYI, there is no harm in increasing your success rate.

Best of luck.