Google | Appealing a blocked Google Merchant Center account

A blocked Google Merchant Center (GMC) account can be frustrating, but we're here to help you get back on track. This article provides a clear path to appeal a blocked GMC account and reinstate your selling privileges, ensuring a smooth online operation and a positive relationship with Google.

Understanding account blocks

Google may block Merchant Center accounts for different reasons, such as policy violations or incorrect information. When this happens, it's important to understand why and take steps to fix it.

Appealing your blocked account

Here are the steps you can take to appeal a blocked GMC account:

1. Check your website: Ensure your website complies with Google's Merchant Center policies. The Google Merchant Center Help Center provides detailed information on these policies.

2. Make corrections: Address any issues identified in the block notification or found through your website review.

3. File an appeal: You can submit an appeal through the Contact Us section of the GMC admin. Click on Google Merchant Center Help  to access the contact form.

4. Provide details: Clearly explain the changes you made to your website and include a link to the updated pages.

5. Submit and wait: After submitting your appeal, allow Google time to review your case and respond.

Important considerations

• Avoid creating a new account: If your GMC account is blocked, don't try to create a new one. This can be perceived as a violation and may negatively impact your appeal.
• Be patient: The appeal review process may take time. Avoid submitting multiple appeals, as this can further delay the process.

Troubleshooting direction

To help you find and fix potential issues, here's a breakdown of common areas and what's required:

Google Merchant Center settings

• Product feed: Ensure there are no problems with your product feed that aren't directly related to the account suspension.

Merchant information

• Merchant profile:
  • Consistency: Ensure that all merchant information in your GMC profile matches the information on your website.
  • Address: Provide an actual office address that is verifiable on Google Maps.
  • Phone number: Use a real contact phone number.
  • Email address: Use a non-branded email address for customer service (avoid @gmail addresses).

Business information

• Website:
  • Domain: Use your own domain name (not myshoplaza.com).
• Brand promotion:
  • Colors: Define brand colors for your website and brand.
  • Logo: Create and upload a square or rectangular brand logo.

Sales tax

• Consistency: Ensure that your GMC account's tax calculation settings and tax types match the tax information displayed on your website.

Shipping and returns

• Freight settings: Ensure the shipping settings in your GMC account match the shipping information on your website.

E-commerce website

• Entire website:
  • Loading speed: Ensure your website loads quickly to provide a good user experience.
  • Language: Use clear and correct language, vocabulary, and sentence structure.
  • Content: Avoid using fake reviews, imported comments, or stolen images or product descriptions.
  • Engagement: Ensure your website has genuine comments and reviews from customers.
  • Functionality: Ensure all apps on your website are functioning correctly.
  • Business model: Avoid using the dropshipping model.
  • Security: Install an SSL certificate (https) to secure your website.
  • Localization: Use the appropriate language for the country where you sell your products.
  • Privacy policy: Clearly explain how your website collects and uses user browsing data.
  • Claims: Avoid making exaggerated or misleading claims about your brands or products.

• Home and brand:
  • Logo quality: Use a high-quality logo that is well-designed and not blurry.
  • Domain: Ensure both your website URL and store domain name are legal and relevant.
  • Logo placement: Display your brand logo prominently on the homepage.

• Product details page:
  • Accuracy: Provide accurate and detailed product information, including inventory status, images, and descriptions.
  • Originality: Use original product images and descriptions. Avoid copying content from suppliers or other sellers.
  • Compliance: Do not sell dangerous, counterfeit, or trademark-infringing products.
  • Pricing: Display the correct product price and clearly indicate any discounts or promotions.

Policy terms

• Contact information:
  • Dedicated page: Create a separate page for contact information.
  • Availability: List your business contact hours on the website.
  • Response time: Provide estimated response times for inquiries.
  • Consistency: Ensure all contact information is consistent across your website, GMC account, and Google Ads (if applicable).

• Returns & exchanges:
  • Clear process: Explain the process for requesting a refund or return.
  • Situations: Outline the refund/return process for various situations, such as exchanges, change of mind, defective items, damage, wrong products, non-delivery, and order cancellations.
  • Timelines: Provide clear timelines for each return or refund scenario.
  • Refund information: Specify the refund method and the time it takes to receive a refund.
  • Return period: Indicate the return period after which a product can no longer be returned.

• Logistics and transportation:
  • Costs: Clearly indicate the logistics costs for each shipping zone.
  • Delivery time: Provide estimated delivery times for each location.
  • Carriers: Specify the courier or postal service used for each shipping location (e.g., UPS, FedEx, DHL, Australia Post).
  • Tracking: Provide clear package tracking information.
  • Lost goods: Explain the process for handling lost or damaged goods.

• Payment terms:
  • Security: Ensure the checkout page is protected with an SSL certificate.
  • Payment methods: Offer a variety of payment methods to accommodate customer preferences.
  • Display: Clearly display available payment methods in the website footer.
  • Transparency: Ensure the final price is transparent with no hidden fees.
  • Discounts: Ensure all discounts advertised on the website are applied at checkout.
  • Accuracy: Provide accurate discount information.

By diligently addressing these aspects, you can increase the likelihood of a successful appeal and restore your GMC account to good standing.