If your Google Merchant Center (GMC) account gets suspended for misrepresentation, it means Google believes your website or product data might confuse or mislead customers. This can quickly cause your products to vanish from Google Shopping, harming your traffic and sales. But don’t worry—this guide explains how to fix the issue and get your account back online.
How to fix when your GMC is suspended
Step 1: Find Out Why Your Account Was Suspended
First, log into your GMC account and check the “Account issues” section. Google usually specifies the exact reason for your suspension here. Common reasons include:
- Pricing inconsistencies (price on your site doesn’t match your product feed).
- Misleading product availability.
- Unclear or inaccurate shipping information.
- Exaggerated promotional claims.
- Missing or incomplete contact information.
- Unclear returns policies.
- Selling items prohibited by Google.
Step 2: Fix the Issues Google Identified
Pricing Issues:
- Make sure your product prices are consistent across your website and the Google feed.
- Clearly show discounts and promotions with accurate timelines.
- Avoid hidden fees that appear only during checkout.
Availability Issues:
- Keep your inventory accurate using Shopify’s Google & YouTube app for real-time synchronization.
- Clearly label out-of-stock products.
Business Information Issues:
- Display complete and accurate contact details on your website (footer, contact page).
- Include your physical business address, phone number, and a professional email.
- List your business hours clearly, if applicable.
Policy Clarity:
- Provide clear, detailed Shipping, Return, and Refund policies.
- Clearly state shipping costs and accurate delivery estimates.
- Specify your return period and conditions clearly.
Promotional Claims:
- Avoid exaggerated marketing claims like “guaranteed results.”
- Ensure all promotional discounts are accurately calculated.
Step 3: Submit Your Appeal
After fixing these issues, submit an appeal through your GMC account:
- Navigate to “Account issues.”
- Find the suspension notification and select “Request review.”
Your appeal should clearly outline:
- The specific issues Google identified.
- Exactly what you’ve done to address these problems.
- Screenshots or other evidence demonstrating your corrections.
- Assurance that you’ll keep your store compliant going forward.
Step 4: Provide Documentation for Reinstatement
Support your appeal with clear documentation, such as:
- Screenshots of corrected product pages and listings.
- Links to updated policy pages (Shipping, Returns, Refunds).
- Proof of corrected pricing and availability.
- Business verification documents (business registration, tax IDs).
Step 5: Wait for Google’s Review
Google typically takes 3-14 business days to review appeals. Be patient during this period. If your appeal is denied, make additional improvements and submit another detailed appeal.
How to Avoid Future Suspensions
Regularly Check Your Compliance:
- Monthly audits using GMC’s Policy Center.
- Set notifications to alert multiple team members.
- Strictly adhere to Google’s Shopping ads guidelines.
Optimize Your Product Feed:
- Regularly review product titles, descriptions, and images.
- Use feed optimization tools like DataFeedWatch for advanced checks.
- Verify details like GTIN, MPN, and brand information.
Perform Regular Compliance Checks:
- Price consistency across your site and feed.
- Clear shipping and return policies.
- Accurate inventory and availability.
- Realistic promotional language.
- Ensure all required attributes are included in your feed.
Common FAQs
How long does reinstatement take?
- Typically between 3 to 14 business days.
Can I run ads during suspension?
- No, suspensions halt all Google Shopping ads.
What’s the difference between product disapproval and account suspension?
- Disapproval affects individual products, while suspension impacts the entire account.
How can I contact Google Support?
- Use the Merchant Center Help section and select “Contact Us.”
Can verified merchants still get suspended?
- Yes. Verification doesn’t exempt you from following Google’s policies.
Conclusion
A GMC suspension for misrepresentation might feel overwhelming, but clear, immediate action will get your store back online quickly. Follow these steps carefully, remain patient, and use the tools available to maintain compliance and avoid future issues. Need expert help? Reach out today for a free assessment.
