I have been using Shopify and the Google Sales Channel for years. Recently my Products have been stuck in ‘Pending’ and not getting ‘Approved’ Is anyone else experiencing this problem?
I have made a number of requests to Shopify for support without any response.
I think it may be a technical problem but if anyone knows anything I would appreciate it.
Regards,
Therese
Hi, @Therese_Shay !
Thank you for reaching out to our network and sharing your question with us.
I did some research into this scenario, and I found that there are some instances in which products can get “stuck” in a pending state on the Google Sales Channel. As part of troubleshooting, we will have you try the following steps to ensure products can be read and listed as expected.
First of all, can you clarify that there are no existing product errors showing for your products? If not, continue to the steps below.
In your Google Merchant Center, please go to Growth > Manage Programs and check if “Shopping ads” shows as Active.
If not, please go through the checklist visible on the left, and click Continue.
You will then be re-directed to the Product and business information screen where you will need to accept the policies.
Make sure that the terms and conditions for Shopping Ads is selected at the bottom, then click Add product data bringing you to the All Products section.
If you see a pending, or timer icon, you can expect to wait another 12 hours for your products to move to an Approved/Not approved state.
Please let me know if that works, and if this does not apply to you please let me know as soon as you can.
Warm regards,
Make sure all errors are resolved by going to Google merchant center > products > diagnostics.
Make sure your website is claimed and verified > top right corner > gear icon > business information > website
Make sure you have added your shipping settings > top right corner > gear icon > shipping
Hi Olivia,
Thanks for getting back to me. Yes, my shopping Ads were/are active. So this does not apply to me. If you can suggest another way to fix it, I would appreciate it.
Thanks,
Therese
Hi Emmanuel,
Thanks for getting back to me. All of the products are in Pending, so they are not available for diagnostics.
Yes, my website is claimed. I have this account for many years, it’s only recently that it has stopped working. Only since they change me over to their new marketing campaign. I didn’t do anything, Google changed it.
When products are pending, if you have issues, it will show in the diagnostics tab.
Products can not be pending and active simultaneously, it’s one or the other.
If they were active before, then they can not enter into a pending status again. Pending status is only for new accounts, or accounts where products have never been approved.
As there is a conflict of information, please share screenshots of the diagnostics tab.
And where you see its says its pending.
I believe that you are talking bout a campaign in pending, and not the products itself.
I do not recommend you manage your campaigns in Google Merchant Center, instead go directly to the source, ie Google Ads.
Hi Emmanual,
Maybe I’m not explaining myself properly. All my products, over the last few weeks, are still sitting in Pending, nothing has been Approved at all. Products can have a status of, Not approved, Pending, or Approved on the Google Sales Channel. I’ve attached a copy of the Screen I am referring to. I have never had this problem before, it usually takes no more than 3 days.
With regards to Google Diagnostics, I have attached a screenshot for you to view. Note it says, ‘0’ Products Pending but this is incorrect. I have over 73,176 items Active and there is 1,321 that have been Disapproved, the majority of those are due to Unavailable Mobile Landing Pages. Which I’m not too concerned about.
My concern in that my most recent Products remain in Pending and have not been Approved on the Shopify Google Sales Channel.
I have also contacted Google, and I have attached a copy of their response advising me to contact Shopify.
Thanks,
Therese
There are no images.
My apologies, just realised I can’t use .jpg files. Let me try again.
Thank you for that context, @Therese_Shay !
Also a very special thank you to, @EmmanuelFlossie , for going above and beyond with supporting our merchant with troubleshooting. We very much appreciate it.
Based on what has been shared so far, it does appear that we may need to force a re-sync with the Google Sales Channel and your products, @Therese_Shay . I know earlier you mentioned that you have connected with our Support team, but have not received any response. To make sure your tickets are not being lost, and that your issue is looked into in a timely manner, please connect with us through live chat where we can authenticate and access your account for the re-sync.
We look forward to supporting you,
Thanks for accepting my latest reply as a solution, @Therese_Shay .
I trust this means you were able to get the assistance you need towards a resolution. If there’s anything I have missed, please share it with me here and I’d be more than glad to support you further.
Warm regards,
Hi Olivia,
I did get to chat but the problem is still not solved. Refer ticket ID is 34378312. I did ask for a technical reset but I have not heard back. Can you help?
Regards,
Therese
Hello @Therese_Shay if you can share your images as plain images, previously they where uploaded as something else, then i can share my feedback.
Thanks for re-connecting with me, @Therese_Shay .
Since this is a public platform, I cannot access your account or ticket due to security and privacy concerns. With that being said, were you able to chat with a live agent and share your request? If so, you can expect to wait for a follow-up regarding your concern within 24-72 hours to allow for the right team to process your request.
Warm regards,
Hi Olivia,
Yes, did all that. I have contacted them twice now and have not heard back once. I first contacted them on 11 November. I will hopefully hear back soon, if not I will just have to try again.
Regards,
Therese
Thank you for your quick reply, @Therese_Shay .
Just to confirm, were you able to follow the live chat route I recommended? If so, you are connected with a live agent right away. As you have mentioned you have connected with us and not heard back yet, are you perhaps sending emails?
Warm regards,
Hi Olivia,
I am using chat. I have spoken with Live Agents twice now, and have been given 2 ticket numbers. I have been sent the chats via email. I have not heard back. The problem has not been resolved.
Regards,
Therese
I just wanted to join this thread to say I’m having the same issue. I have about 40 items that have been sitting in pending for a few weeks.
Check Google Merchant Center > Products > Diagnostics > if you have any errors
Make sure you have shipping settings submitted in Google Merchant Center.
Thank you for all the updates to this thread.
Also thank you once again to, @EmmanuelFlossie , for continuing to support our merchants with potential solutions.
A special note to future readers if you have followed all the troubleshooting steps in this thread then please do connect directly with our Support team for assistance. Due to the limitations of public support, we cannot access your account here to provide further insight, though our authenticated channels certainly can.
Warm regards,