Why is my Merchant Center account suspended for a policy violation?

Google suspends a Merchant Center account when it finds a policy violation that affects the whole account, for example misrepresentation, missing business information or prohibited products, and the issue is not fixed within the warning period. For egregious violations such as fraud or phishing, Google suspends immediately and without warning. During a suspension, products are not shown across Google.

In most cases Google first sends an email warning with examples and a deadline. According to the misrepresentation policy, this period is 7 or 28 calendar days depending on the violation. Products keep showing during the warning period, but performance may be limited. If the issue still exists at the end, the account is suspended.

Which violations lead to a suspension?

• Misrepresentation. The most frequent reason. It covers missing or misleading information about the business or products, hidden costs, unclear return conditions, offers that cannot be fulfilled or a false identity.
• Insufficient business information. A website without clear contact details, imprint, return and refund policy or terms makes it hard for users to trust the shop and can trigger a misrepresentation issue.
• Prohibited or restricted products. Counterfeits, dangerous products or products that may only be advertised under certain conditions violate the Shopping ads and listings policies.
• Website issues. Unreachable pages, a checkout without secure connection or a website that does not belong to the verified domain also lead to account issues.
• Circumventing systems. Opening new accounts to get around a suspension is itself a serious violation.

How do I find out exactly what is wrong?

1. Open Merchant Center. Account issues appear as a banner at the top with a Fix or Review and fix button.
2. Alternatively, go to Products → Needs attention and select View setup and policy issues.
3. Read the named policy and Google’s examples carefully. Compare them with your website from the perspective of a first-time visitor: contact details, prices including shipping, delivery times, returns and payment.
4. Also check the email Google sent with the warning, as it often contains specific examples.

How do I get the account reinstated?

1. Fix everything, not just the example. Google’s examples are only samples. Check the whole website and all products against the named policy.
2. Keep business information consistent. Name, address and contact details should match in Merchant Center, on the website and in other Google services.
3. Request a review. Once all fixes are live, request a review in Merchant Center, or appeal if you think the decision is wrong. According to Google, account reviews typically take 7 business days and may take longer for complex cases.
4. Do not request reviews too early. Google limits the number of review requests. A review that fails because issues remain can delay reinstatement.

Before requesting a review, check the entire shop against the named policy, especially contact details, total prices, shipping and returns. A single well-prepared review request is better than several quick ones.

Sources

• Merchant Center Help: Issues in Merchant Center
• Merchant Center Help: Misrepresentation
• Merchant Center Help: Shopping ads and listings policies

Has your Merchant Center account been suspended? We find the cause, prepare website and data for the review and accompany the reinstatement. Book a free intro call or read more about our Google Ads and Shopping services.