Help with Google Merchant Center Suspension For Misrepresentation

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Topic summary

A UK-based Shopify merchant faces ongoing Google Merchant Center (GMC) suspension for misrepresentation after attempting to expand into Canadian and US markets. The initial trigger appears to be adding the Orbe Geolocation app, which violates Google’s automatic currency conversion policies.

Actions taken:

  • Removed geolocation app and additional markets from both Shopify and GMC
  • Fixed product descriptions (removed all-caps keyword stuffing)
  • Added stock availability indicators on product pages
  • Updated privacy policy to explicitly reference UK GDPR
  • Deleted and recreated GMC account after ID verification failure

Current status:

  • Multiple appeals rejected despite corrections
  • ID verification now successful, but misrepresentation flag persists
  • Account in “cooldown period” with limited remaining appeals (3 left under new GMC policy)
  • Merchant considering closing the store due to lack of progress

Community insights:

  • Multiple users report similar permanent suspension issues
  • Concern exists that deleting/recreating accounts may be viewed as circumventing the system
  • Questions raised about whether permanent bans actually exist, despite Google stating otherwise
  • Emmanuel (community helper) suggests posting to official Google Ads community forum for escalation

The discussion remains unresolved, with several participants seeking alternative marketing channels while awaiting clarity on GMC policies.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
1

Hi Community!

I am looking for some help with the dreaded GMC Misrepresentation suspension issue.

I am based in the UK, so my Shopify store and GMC account were set up with UK as the primary location. This was working fine, until I tried to expand to include Canada and the US as additional markets in Shopify and additional countries in GMC. I also added Orbe Geolocation app on Shopify, which I now realise was a mistake as Google does not allow allow automatic currency conversions. So I have now removed that app and removed the additional markets in Shopify and the additional countries in GMC.

I am now trying to figure out what issue is causing my GMC account suspension, as all of the contact details, policies etc. worked before I made the country changes, so should still comply with Google’s policies. I have checked out all the business details in the GMC account, which all seem to agree with the corresponding details on Shopify.

So I am now completely in the dark as to why Google won’t reinstate my account.

Could someone take a look at my Shopify store at https://elegance-online.com as I am definitely in “can’t see the wood for the trees” territory and need a knowledgeable 2nd opinion.

Thanks in advance!

2

For example, make sure to have a description, not just full cap keyword stuffing. Google requires quality content.

For example https://elegance-online.com/products/guess-jeans-black-polyethylene-handbag-13

Also make sure to show if the item is in or out of stock on the product landing page.

Make sure to read:

Important Read First -->> https://support.google.com/google-ads/community-guide/304792695
https://support.google.com/merchants/answer/6150127
https://support.google.com/merchants/answer/6363310/follow-the-merchant-center-guidelines
https://support.google.com/merchants/answer/7052112
https://support.google.com/merchants/answer/4752265
https://support.google.com/merchants/answer/13693865
https://support.google.com/merchants/answer/6149970
https://support.google.com/merchants/answer/9158778
https://support.google.com/merchants/answer/6150244
https://support.google.com/google-ads/community-guide/241068758

3

Hi Emmanuel

I removed the block caps description and added an availability flag on the product landing page, but the appeal still failed.

I am now on my last appeal (due to the new GMC policy.

What should I do?

4

What you should do, and I know it’s a big task, is to check all the policies and info i shared. The first one even talked about not to request a review without fully checking everything because now there is a limit to how many reviews you can request, once requested, you are most likely never able to use Google Shopping.

But again, I know it’s a big task, but everyone has to check the policies.

5

Hi Emmanuel

Well I did what you said and realised that the privacy policy did not specifically refer to GDPR for the UK, only the EU. So I got the privacy policy updated to reflect this. Google wanted to do an ID check so I sent in my drivers license scan (which I also recently successfully used for verification of my Google Ads account. I then found an error on my GMC account:

Your identity could not be verified. This issue will continue to have an impact on your products. Your review will not be processed, and you cannot request for a new one in Merchant Center anymore.

When I mailed GMC support, received this:

Hello,

Thank you for contacting us. We’re writing to clarify the status of your Merchant Center account.

Currently, your account is in a cooldown period. Shopping uses cooldown periods to give merchants time to address any outstanding issues. In your case, the suspension was due to misrepresentation: Shopping ads misrepresentation policy and/or the Free listings misrepresentation policy.

Unfortunately, rereviewing the account during the cooldown period isn’t possible. However, the cooldown period offers you an opportunity to address the issues, review the health of your account(s) and improve the customer experience on your shop website(s). Once the cooldown ends and you’ve addressed the issues, you can disagree with the issue in Merchant Center.

Specific recommendations:

To improve your account and prepare for rereview, we recommend reviewing the following:

Shopping ads misrepresentation policy
Free listings misrepresentation policy
Article: How to build trust with your customer
How to fix: Website needs improvement

We appreciate your efforts to improve your account and look forward to supporting you through the rereview process.

Yours sincerely,
The Google Merchant Center team

So I really do not know what else I can do at this stage. They aren’t even sending relevant answers to my questions, so how can I fight that?

Thanks for all of your help!

6

Hi!

Did you manage to solve the problem? I’m in the same situation. I sent the same document and they gave me the same answer.

7

Hi

I had to delete the Google Merchant Center account and create a new one, as there does not seem to be any way forward once you get that message from Google. I re-scanned my drivers license and uploaded it and had a message back to confirm that my verification was successful. I have now just put in my appeal to Google Merchant Center and am awaiting the result. I also had a message in my account which tells me I have 3 appeals left.

Good luck with getting your GMC account approved!

8

My ID was successfully accepted this time, but I have still had yet another review rejected for Misrepresentation.

Sadly, I am now approaching the point of closing down my store, as I have reviewed the website so many times, trying to follow all the advice I have received, but there still does not seem any way forward. I am still open to any other ideas, if there is anything I have still missed.

9

Hi there,

Sorry to jump in here, having the same issue as yourself so been reading others posts too.

Did you fully cancel your account and then open a brand new one? I think they see that as trying to circumvent the system if so from what I’ve been reading.

Not sure if you mean you deleted the feed and reuploaded it.

Personally I’m going to hold trying to list with google for now and revisit it hopefully further down the line, look at other avenues for now I think.

10

Hi Susan

I had to delete and recreate the GMC account because the ID verification failure does not allow a repeat attempt. This then meant I had to re-upload my products, which then got approved OK. Misrepresentation issue, however still exists :disappointed_face:

11

Hi Susan! My account is suspended, I honestly don’t know what to do anymore. I’ve already lost a store, because since October Google says that you have limited attempts to fix your store. I saw a video from Emanuel, saying that this doesn’t exist, but it’s been over a month since my store even had the review button. I tried another store, I was blocked and now I have no answer about what might be happening. Have you managed to solve the problem with your store?

12

@ZooFeet can you post here: https://support.google.com/google-ads/community?hl=en

As Google has said there is no perma ban. So if it is more than a month, then they did not understand my question. I can escalate and push on this issue.

Sometimes, info I get from Google is not always correct, I know, shocker.

13

Hi Emmanuel!
I did what you suggested, I told my story in detail, because I really am lost about what to do.

https://support.google.com/google-ads/thread/311750808/i-think-i-got-permanently-banned-from-google-merchant-center-and-i-want-to-understand-why

Thanks in advance!

14

Hi there ZooFeet,

No I haven’t asked for another review, after I was approved manually by the wider team I got flagged again by an automated check. Was pretty deflating after getting the misrepresentation lifted, felt like I would be going around in circles with them so decided to focus my attention and efforts elsewhere, pretty annoying as I’d spent money on a google ads course in prep too. I think my problem may be that the site is very new so doesn’t have reviews yet but who knows, could be something I missed on the site.

Worrying that the perma ban might actually be real it seems, I did want to revisit it further down the line.

15

in part I get the reason for the vagueness from google but also I think it’s a huge time waster for both the merchants and also for google themselves being so vague and having so many queries about it and review requests.

The humans i did chat to over email were being quite encouraging to request a review again but after getting it lifted to then a few hours later be flagged again with an auto check I just decided I’m giving too much time to google at the moment

16

Your response seems to be gone, thanks for reaching out, I’m not currently looking at gmc, focusing on other avenues, thanks, Susan

17

Hi susan,

Oh i dont know how its gone, but i wrote that i have been working on this suspension things from a long time and would be ableto help you out as well. If you do need help could let me know. Thanks and regards :slightly_smiling_face:

18

Hi sorry to jump into an old post but ive got a similar issue, is there any chance you could be available for a Quick question?

19

Sure, and feel free to create a new thread as well, to avoid having confusing replies on different specific issues.

20

Yes just started a new post youre more then welcome to look at it :slightly_smiling_face: