How can I resolve a Google Merchant suspension for misrepresentation?

InfinityLoops
Tourist
9 0 0

Hi!

I synced my relatively new and thriving Shopify store with my Google merchant account.

 

The next day it is suspended for policy violation: Misrepresentation.

 

I have no idea after reading their description what to do to correct this.

 

Please offer any suggestions or is there a service than can verify compliance before resubmission?

Thanks all!

Replies 4 (4)

Moira
Shopify Staff
2040 223 325

Hey @InfinityLoops,

 

I can definitely understand your concern and desire to get this resolved. It can seem like a rather daunting task depending on what needs to be changed on your store.

 

Usually, misrepresentation can be due to numerous issues. Typically it could be due to insufficient, incorrect or invalid business information and product information provided to Google. Google wants to have confidence that merchants and their products are legit before allowing products to be listed on Google Shopping.

 

Make sure you go through the documentation that Google offers on this topic as there are a lot of areas that you may not realize could be called misrepresentation. Check all the possible reasons like policy checks on the landing page. You also need to confirm if you have a dropshipping store, as that can also be one of the reasons. 

 

Can you please share your store URL for us to review as well as the communication you received from Google support about what needs to be addressed? 

Moira | Social Care @ Shopify
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InfinityLoops
Tourist
9 0 0

Thanks for this thoughtful reply.  My shop is

 

https://infinityloops.co/

 

It looks like a long list of possibilities and I'm afraid of resubmission with no positive result. 

 

And...my ads account was just suspended.  Frankly I'd be very willing to hire an expert for this and I almost never do that 🙂

 

Thanks again for any and all help

EmmanuelFlossie
Shopify Partner
2979 222 715

Automatic redirection based on IP is not allowed. Instead let users manually change the country if they want to.

 

Add more contact details such as address, email, phone number, social links on your contact page.

 

Your return policy is invalid, make sure to have it based on delivery day, not purchase day. You also need to add clear instructions how to perform the return / exchange.

 

Make sure your shipping is within 1.5 weeks.

 

Images submitted to Google merchant center, must be without any logos or text.

 

Missing availability status on th epoduct landing page.

 

You may have more issues, so have a look here as well: https://community.shopify.com/c/Ecommerce-Marketing/Checklist-Suspended-Google-Merchant-Center-Accou...

Get in touch with Emmanuel: a Google Shopping Specialist, Google Ads Diamond Product Expert, and also a a Google Product Expert Education 2021 & Tailwind 2023 Award winner.
Need Google Merchant Center or Google Shopping support?.
InfinityLoops
Tourist
9 0 0

Thanks for that reply. I’ll get to work on those issues. I’m a rookie here. 

I also sent you an inquiry via the contact information you posted in a different thread. 

thank you again for the help!