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Can’t delete google merchant account

Busterandliv
Tourist
4 0 5

Suspended for policy violation so tried to fix issues didn’t work, now Google Merchant Center Website URL claim lost. They said I could try set up another account so I did , was suspended again for misrepresentation on new account. Probably not a good idea to set up another account as I know there are still a number of other issues with my products i need to fix however Im lost with everything else, perhaps its my lack of stock or copied descriptions from suppliers, or I do not have address only email and phone. But in the meantime i cannot delete these accounts as they said they are sub accounts but I do not know what is the main account as I am the only user and there seems to be no way to see parent account. Please any advice would help I’m totally confused and frustrated  trying to sort this out! 

Replies 32 (32)
EmmanuelFlossie
Shopify Partner
1706 115 406

1) Never create a new account, there is nothing a new account can resolve that the original one can not already do. Create a new account is called circumventing policy violation. Please provide me with Google's case ID, and I will report the wrong advice you have been given to my community managers at Google Community.

There could be many reasons, I recommend having a look at the following policies:

 

The most common issues are:

 

You can ask Google for specific examples of policy violation. To do so ask here and check the box, I need more info : https://support.google.com/merchants/contact/suspended

If Shopify created the accounts, via the built in app, only Shopify can delete the accounts. My recommendation is to always use the original account.

Hope this helps.

I'm a Google Shopping Specialist and a Google Product Expert Education Award winner, a Google Ads Diamond Product Expert, and also a Google Partner.
Need Data Feed or Google Shopping support? Get in touch.
Busterandliv
Tourist
4 0 5

Thank you very useful information. The exact wording from Google wasps below which I read as set up a new account. Obviously know now it was a bad idea. 

 Despite all that, we would like to share, if you want you can try to create a new account but we cannot comment if that will also work fine or not. We are sorry to inform you that we cannot specify the policy.

hoonspeaks
New Member
1 0 1

Hi Emmanuel,

I have a similar issue and am wondering if you could help me to fix the issue.

From Shopify's admin page, I created the google merchant center account twice accidentally. The first time was a test, so I disconnect it after checking the service. And after that, I created another account (I thought it was to re-link the previous account..)

Account A (First account: Original): no setup yet 

Account B (Second account): I set up lots of items but it got suspended: 'Misrepresentation' I tried to fix it, but I couldn't find a way. The representative from Google recommended deleting the account and create the new one. I tried, but the system says sub-account can't be deleted.

Now, I have two accounts under the same email and the same business name. Could you let me have your suggestions or advice?

Best,

Hoon

EmmanuelFlossie
Shopify Partner
1706 115 406

As Shopify is the parent account owner, only Shopify can delete it. For my other clients I just let the client ask Shopify to delete it. They did it.

However sometimes they will say its not possible. While it is possible, so simply ask them politely to delete it and for what reason and they will do it.

I'm a Google Shopping Specialist and a Google Product Expert Education Award winner, a Google Ads Diamond Product Expert, and also a Google Partner.
Need Data Feed or Google Shopping support? Get in touch.
Busterandliv
Tourist
4 0 5

hi there, our issue was resolved after doing what Emmanuel told us to do. We also hired him to audit what issues were causing merchant services to suspend me. I would have never figured it out myself and I have a task list to do from him of issues. I now realise I’m just too small yet for google merchant services but will happily work away at my web issues before I even consider creating a new account.  Shopify kindly deleted one of my suspended merchant accounts and are in the process of deleting the other one I set up, but it took me a few months to get everything sorted.  Hope this helps as I was so stressed about being classed as misrepresenting myself but it’s not as sinister as I originally imagined. Unfortunately Google has done this to many accounts big and small and are unchanged in their policies or wording so unless you have the cleanest and clearest website, Google may not be a good channel for some businesses as I discovered. And in a way I understand Google want the best experience for their customers, it’s just a shame they are not more flexible and understanding that we are not all perfect and are working on it 😅

EmmanuelFlossie
Shopify Partner
1706 115 406

Thank you for your reply @Busterandliv 

I'm a Google Shopping Specialist and a Google Product Expert Education Award winner, a Google Ads Diamond Product Expert, and also a Google Partner.
Need Data Feed or Google Shopping support? Get in touch.
Sticky_Buzzzard
New Member
1 0 0

I think there are thousands of people having this problem . Google doesn't seem to care to help or can't due to over dependence on automation. I'm in the exact same situation as you. Google will not tell me what I specifically need to fix and send me to a perpetual bloop in their help Network. It's just a wheel for regular folks to run on until we finally give up ir pay someone to do it for us......

SHOPIFY, that someone is YOU. We are paying YOU to help us with this mess with google. I'd pay you an extra $5 to $10 a month for you to actually provide the service you claim to offer.

 

EmmanuelFlossie
Shopify Partner
1706 115 406

The reason Google does not explain is that they do not want bad merchants to take advantage of the knowledge on how to get accepted. Trust me there are a lot of dishonest merchants out there.

The sad part is, the good merchants are suffering due to this.

It requires a lot of knowledge and understanding to get approved. 

Shopify has nothing to do with Google's Policies, they are different companies. 

 

I'm a Google Shopping Specialist and a Google Product Expert Education Award winner, a Google Ads Diamond Product Expert, and also a Google Partner.
Need Data Feed or Google Shopping support? Get in touch.
EmmanuelFlossie
Shopify Partner
1706 115 406

If you can't delete your account, then you are using a sub account.

If you are using a Shopify Google Shopping app, ie the one Shopify built, then your account is a sub account and you can not delete it.

Only Shopify can do this. Please contact Shopify and request for deletion. If they say no, simply ask again that others can do it and so simply politely ask for them to delete it.

I'm a Google Shopping Specialist and a Google Product Expert Education Award winner, a Google Ads Diamond Product Expert, and also a Google Partner.
Need Data Feed or Google Shopping support? Get in touch.
EmmanuelFlossie
Shopify Partner
1706 115 406

Simply contact Shopify as per my explanation before. They will be able to close down your account.

I'm a Google Shopping Specialist and a Google Product Expert Education Award winner, a Google Ads Diamond Product Expert, and also a Google Partner.
Need Data Feed or Google Shopping support? Get in touch.
avidXL
New Member
1 0 0

I am having the same problems, I changed my website domain in Shopify in April and tried to add my existing Google Merchant and Ad accounts to Shopify, I had multiple issue to start with, claim the domain, No returns policy, etc, etc, so many issues I set up a new merchant account only to now be suspended for misrepresentation. HELP

EmmanuelFlossie
Shopify Partner
1706 115 406

The shopify app that is free to use, is not a great app at all. It creates bad practices such as not checking policies prior to setup and assume the Shopify app can safely get you all up and running.

As you are suspended, I recommend you read this: https://community.shopify.com/c/Ecommerce-Marketing/Checklist-Suspended-Google-Merchant-Center-Accou...

I'm a Google Shopping Specialist and a Google Product Expert Education Award winner, a Google Ads Diamond Product Expert, and also a Google Partner.
Need Data Feed or Google Shopping support? Get in touch.
elexmedia
New Member
2 0 0

Hi Busterandliv,

So you just delete the old-suspended MC account and create a new one that follow the policy very carefully?
Is the new account safe?

EmmanuelFlossie
Shopify Partner
1706 115 406

Never create a new account when your original account is suspended. If you do, you are circumventing policy violation, which is a more serious violation.

Reference: https://support.google.com/adspolicy/answer/6020954?hl=en

I'm a Google Shopping Specialist and a Google Product Expert Education Award winner, a Google Ads Diamond Product Expert, and also a Google Partner.
Need Data Feed or Google Shopping support? Get in touch.
dolldestinyx
Tourist
6 0 5

Not suspended. But also deleting as i am no legible for free ads for over a year. Noone can solve issue.

Not google and not shopify "epxerts". They are helping to open links that i read many times. They will read it for me and quote and quote in emals, just like they see it 1st time. And both discourage to delete account because it will take long time.
I don't want to delete it but i want to wipe reminder to myself that my business small and not legible. I watch my competitors on the shopping tab, but can't do anything. Instead will focus on FB ads.

ShonLife
New Member
1 0 0

Emmanuel, I am also suspended for misrepresentation and stuck on the same wheel with Google support, trying to fix some problems. After the last round and review going no where Google support told me to create a new account and delete my suspended account. They actually told me to do this. I questioned this as not right and again they said it was what I needed to do. I didn't do this and ended up hiring an 'expert' from a gig site. He told me to do the same thing so I thought maybe it is ok to do it. So now my new account is suspended again and he doesn't know what to do now. Can you help?

EmmanuelFlossie
Shopify Partner
1706 115 406

This is a problem with not understanding policies, not directed at you. But at whoever you hired. And it is known that Google suggests these, because they themselves, don't fully understand the policy, and they are legally not allowed to disclose reasons for suspensions. So contacting Google to resolve suspensions, is just a rabbit hole.

You might ask, why can Google not give this info. Well, the reason is plain and simple, to avoid bad actors from learning how to mislead Google and work around policies to avoid detection.

Creating a new account, when you have a current violation is called circumventing policy violation.  This is a more serious violation. You have already correctly found these actions suspicious, and rightfully so.

Resolving this issue, can be done if you have the original account still active, and have the new account closed down.

I am happy to help, you can contact me at hello@feedarmy.com

I'm a Google Shopping Specialist and a Google Product Expert Education Award winner, a Google Ads Diamond Product Expert, and also a Google Partner.
Need Data Feed or Google Shopping support? Get in touch.
chamtejada
New Member
4 0 0

My problem tooo

chamtejada
New Member
4 0 0

me too