Businesses of all kinds and types can face significant problems when their Google Merchant Center Account is suspended. If the Google Merchant Center account is suspended, businesses cannot use the shopping feature or list products in their inventory. This case study explores the most common reasons for these suspensions, provides a thorough, step-by-step plan for diagnosing and resolving them, and suggests the best ways to prevent future occurrences.

Objectives

1. Identify the most common reasons for Google Merchant account suspensions across different types of businesses.
2. Provide a detailed, actionable plan for diagnosing and resolving suspensions.
3. Recommend best practices to maintain compliance and avoid future suspensions.

Common Issues Leading to Merchant Account Suspensions

1. Policy Violations

These suspensions occur when an account violates Google’s Merchant Center policies, including:

• Misrepresentation Issues: Providing false information about the business, products, or services.
• Unacceptable Business Practices: Examples include misleading advertising, bait and switch, or scams.
• Prohibited Content: Selling or promoting restricted products such as counterfeit goods, weapons, sexual products, or drugs.
• Violations of Shopping Ads Policies: Not adhering to guidelines about product data specifications, landing page requirements, or ad formats.
• Pricing Discrepancies: Prices must be consistent between what is listed on Google Merchant Center and the business website.
• Inadequate Website Information: Websites must provide clear contact details, return policies, privacy policies, and terms of service.

2. Account-Level Issues

These suspensions may result from account-specific problems:

• Multiple Suspensions: Repeated policy violations or unresolved issues from previous suspensions.

Steps to Fix These Issues

Step 1: Identify the Problem

The first step in resolving a suspension is understanding the exact reason for the suspension. While Google typically provides a reason, it may be too general. To gain clarity:

1. Check Notifications: Review suspension notifications from Google carefully.
2. Review Policies: Compare the issue against Google’s policies to pinpoint the violation.
3. Contact Support: Reach out to Google Merchant Center support for detailed insights and suggestions for resolution.

Step 2: Correct the Issues

Once the problem is identified, take immediate corrective action:

Fix Policy Violations:

• Remove any prohibited products such as weapons, drugs, or sexual products.
• Ensure all product details are honest and accurate.
• Comply with all Google advertising policies.

Resolve Feed Issues:

• Verify the accuracy of your product data.
• Ensure prices, availability, and descriptions match those on your website.

Improve Website Quality:

• Make your website user-friendly and ensure it loads quickly.
• Secure your checkout process.
• Provide clear billing terms and conditions.
• Include detailed contact information in the footer.
• Offer a comprehensive return and refund policy.
• Publish a clear privacy policy and terms of service.
• Include functional links to social media accounts.
• Use unique, copyright-free descriptions and images on your website.

Step 3: Submit for Review

After resolving the issues, submit a request for review through the Google Merchant Center. Provide detailed information about the changes made and include any supporting evidence.

Preventing Future Suspensions

To avoid future suspensions, adopt these best practices:

• Regular Audits: Frequently review your website and product information for compliance with Google’s policies.
• Stay Updated: Monitor changes to Google’s policies and ensure your business adheres to them.
• Maintain Transparency: Always provide clear contact details, privacy policies, return policies, and terms of service.

Note: If the Google Merchant Center account is new or disapproved, avoid connecting it to a Google Ads account until it is fully operational. Connecting prematurely can increase the risk of suspension from Google Ads.

Conclusion

Resolving a Google Merchant account suspension requires understanding the specific cause, addressing the issues, and maintaining compliance with Google’s policies. By following these steps, businesses can effectively navigate the suspension process and continue reaching customers through Google Shopping.