How to resolve Google Channel app misrepresentation issue?

Shopify Discussion
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Hi All,

After setting the store and products up and linking to Google via the Google Channel app, our Merchant Centre and Ads Account have been suspended due to “Account suspended due to policy violation: Misrepresentation” - We have tried to contact Google about this but get very broad feedback on what the misrepresentaion could be. Have gone through product to check we’re not violating things with any items on sale and cannot find anywhere this might be occuring.

Has anyone else had this issue before or any advice on resolving this problem?

We’ve also had our Etsy account suspended as well from this as we have the App linked with Etsy from the Shopify account. Headache!!

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Misrepresentation typically refers to discrepancies between the physical reality of your business and its portrayal on your website.

For instance, inconsistencies may arise when the actual physical location of your business aligns differently from the information provided on your website, Google Merchant Center settings, public social media profiles, or other connected accounts. All these details must align and reflect the physical reality of your business.

Operating your business in one geographic region while asserting that the corporate entity is based in a different jurisdiction.

The practice of setting up a virtual address or business in a location where your company does not operate is a typical example of misrepresentation.

Additionally, the overall quality of your website can be a form of misrepresentation. Therefore, it’s essential to improve your website and populate it with original, high-quality content and not to copy-paste information from other websites.

Trust indicators such as your Google Business Profile, Better Business Bureau (BBB) accreditation, and genuine customer reviews are critical to fostering a sense of legitimacy and reliability.

Neglecting to include essential policies in the footer of your website can lead to misrepresentation. Instead, ensure all necessary policies are articulated and accessible to users for transparency and compliance.

Another example of this could be advertising a discounted price for an item, even though the product has not been sold at its alleged original price in recent history.

Failure to maintain inventory or lack of knowledge regarding stock quantity levels.

Any discrepancy on your website or in your Google Merchant Center account that deviates from absolute truthfulness can be perceived as misleading, which could potentially be the reason for suspension.

What have you done to try and resolve the issue?

If you share your website URL, then community members can provide examples.

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Hi Emmanuel

Thank you for your reply, these points are all really helpful and I will certainly go through ticking off to make sure we aren’t violating these.

The website is www.bumbleliving.co.uk

As you have mentioned here 1 main thing could then be that the website is operating under the business registration etc of David Christopher Ltd - This is the business group the high street store and website is under. It is also located next door to our High street store of David Christopher Jewellers in Monmouth (UK).

Initially I set the Google account up under the David Christopher Account. It has since been put under it’s own Google Merchant Centre account.

Thank you, all input and advice welcomed!

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In that case make sure whereever you show your busines sinfo, add David Christopher LTD above it.

I recommend adding more details on your delivery page, such as the courier, how to track, handling time, etc.

Add your business details in the footer of all pages.

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

Do not force customers to order a minimum amount of items, not allowed. If you require a minimum purchase then make sure the price is for 2 items. Not 1.

Minimum purchase volume is not allowed on Google Shopping.

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Thank you for these points to look over.

I’ve embedded Google maps into the Home page and Contact pages to show the physical location.

With regards to the section you mentioned on items out of stock on the landing page - Do you mean in general or a specific category page? Obviously there will be occasions when items are out of stock?

Didn’t realise the minimun purchase volume is not allowed on Google Shopping - we use the app “Order Limits - MinMaxify” to set this which was within the Shopify app store. Is this then not something any other seller would do?!

Thank you I look forward to your reply.

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Because you are suspended, I recommend removing all out of stock items.

The order quantity is a rule that all merchants must comply with.

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Okay thank you will do.

Do you know how other retailers would work with the minimum order qty issue then at all?

Also do you have any advice/info/idea on why the linked Etsy account might have done the same as the Google one? Very strange to have have on both and then suspended on both? Not getting any help from Google or Etsy on these matters.

I think you for your help so far, it’s been rewarding contacting the community on here.

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If they are using Google Shopping, they will not use minimum quantity. As it is not supported. I understand you are trying to find a solution, unfortunately as it is not supported, there is no solution.

The only option, which technically is the solution, is to set the minimum price for the minimum quantity you are selling. So instead of $6 set it to $12.

I know nothing about Etsy.

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Hi

We had the exact same issue which continued for months (as you might see from the inital post on the thread). This has now been resolved on the Google side and was actually due to contact details and then Google themselves took responsibility. However following them accepting this as an error across GMC and Ads, talking at length with the Google account manager the GMC suspension was lifted. The Ads never got resolved and they recommended starting a fresh. Massive frustration and pain.

Etsy did not budge and we’ve still not been able to resolve this. The wonder is if it’s an issue stemming from GMC suspension and the Etsy App etc.

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Google and Etsy have nothing to do with each other. If you are suspended with Etsy, that is an Etsy specific issue.

Also, I’m impressed you got approved in 33 minutes after I share my video. As you first indicated you where not approved, even when you made changes.

In any case, congratulations.

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Sorry no this wasn’t just approved - This was about a week ago due to a long hard process with our Google Account manager.

I will watch your video but no doubt it will help others.

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@BumbleLiving so sorry, when there was a reply, I thought it was @ChristianBen2

But it was you, so I got confused so my reply from 3 hours ago was under the impression it was ChristianBen2