Google | Resolve GMC account suspension due to misrepresentation

Reinstating a suspended Google Merchant Center (GMC) account requires correcting misrepresentation issues  . Google values a positive user experience and platform reliability. Adhering to its guidelines allows for the restoration of your account. This article outlines common corrective measures for misrepresentation, assisting in business optimization and GMC account recovery.

Verify account information

Authenticity and consistency of website information, particularly policies and product details, are key. Align GMC registration information with current website content. Identify and correct content or actions that negatively impact consumer experience or rights.

1. Access contact information: Provide accessible and transparent contact details. Offer various contact methods to meet customer preferences and demonstrate legitimacy to Google.

• Physical business address: Ensure the address is accurate, matches your Google Maps listing, and is a real, verifiable location. This will build trust with customers and confirm your business's legitimacy.
• Phone number: If applicable, include a working phone number with the correct international prefix. Regularly monitoring this number for customer inquiries demonstrates responsiveness.
• Email address: Use a professional email address associated with your domain. This address should be actively monitored for customer communications and Google notifications.

Enhance policy clarity

Clear and comprehensive policies are essential for customer satisfaction and Google's standards.

1. Detail shipping policy: Enhance the shipping policy by providing detailed information.

• Dispatch timeframes: Clearly specify the number of business or calendar days it takes to process and dispatch orders. This sets realistic expectations for customers.
• Estimated shipping times and postage fees: Provide a detailed breakdown of shipping costs and estimated delivery times for different regions. Consider creating a shipping rate table for easy customer reference.
• Terms for free shipping: If you offer free shipping, clearly outline the conditions, such as minimum purchase amounts or eligible regions.
• Delivery options: Describe all available delivery options, including standard, express, and courier services, along with their associated costs and delivery timeframes.
• Customs duties: If shipping internationally, clarify who is responsible for customs duties and taxes to avoid unexpected customer charges.

2. Clarify return and exchange policy: Ensure return and refund policies are clear and precise, clarifying associated costs.

• Customer responsibilities: Clearly state any return handling fees or postage costs that customers are responsible for. This prevents misunderstandings and disputes.
• Refund or exchange services: State this explicitly if you do not offer refunds or exchanges. Transparency is key to maintaining customer trust.
• Return and refund process: Provide a step-by-step guide on initiating a return or refund, including applicable situations, return windows, and refund processing times.

3. Assure privacy policy compliance: A precise and legally compliant privacy policy builds trust and adheres to Google's rules.

• Legal norms: Ensure your privacy policy complies with the legal requirements of all countries where you conduct business. Regularly update the policy to reflect changes in legislation.
• Accurate contact information: Maintain consistent contact information across all website pages, including your privacy policy. This ensures customers can easily reach you with questions or concerns.

Optimize payment and promotion practices

Clear payment method presentation and honest promotions enhance user trust.

1. Maintain payment method consistency: Ensure payment method logos on the homepage match those accepted on the site.

• Accepted payment methods: Clearly list all accepted payment methods and provide detailed information about each method, including any specific procedures or requirements.

2. Avoid inaccurate promotions: Maintain promotional integrity and comply with Google's policies.

• Imitation products: Do not sell counterfeit or imitation products. Selling only authentic items builds trust and avoids legal issues.
• Branded product reselling: If selling branded products, ensure you have the necessary reselling permits or authorization from the brand owner.
• Sale tags and discount codes: Ensure all sale tags, discount codes, and shipping policies are consistent and accurate. Misleading promotions can lead to account suspension.
• Copyright issues: When using images, be mindful of copyright issues. Avoid using unauthorized images or displaying recognizable faces without permission.

3. Moderate promotional language: Use moderate language and avoid obstructive methods to maintain a transparent user interface.

• Pop-ups and floating windows: Avoid using excessive pop-ups or floating windows that obstruct website content or collect user data without explicit consent.
• Exaggerated language: Avoid using exaggerated or misleading language in your promotions. Instead, use clear, concise, and accurate descriptions of your products and services.

Preparing and implementing changes before submitting an appeal is important, as appeal chances are limited. If reinstatement is unsuccessful, consider seeking professional help from Google  . Maintain honest and respectful communication with users to address inaccuracies effectively.