Introduction
Navigating Google Merchant Center (GMC) can be challenging, especially when dealing with account suspensions. In this case study, we’ll explore a real-world example of how we successfully restored a GMC account not once, but twice!
The Challenge: A Suspended Google Merchant Center Account
Our client approached us with a significant problem: their Google Merchant Center account was suspended due to misrepresentation. They had followed all Google policies, yet their products were disapproved, and their account was flagged.
Adding to the challenge, the client wanted to launch a second website under the same business model, meaning we needed to ensure both accounts complied with Google’s strict policies.
Step 1: Identifying the Root Cause
The first step in our approach was to conduct an in-depth audit using our proprietary 160+ point compliance checklist. Here’s what we found:
- Website Design Issues – The logo was too small, and the font colors were difficult to read.
- Checkout & Contact Information – The checkout process lacked transparency, and the contact page did not have a clear, verifiable address.
- Social Media & Business Verification – Social media pages were incomplete, and there was no visible business verification.
- Clickable Links – Important pages such as Terms & Conditions, Refund Policy, and About Us lacked proper linking.
- Google My Business Presence – The business was not properly listed on Google My Business, impacting trust signals.
Step 2: Implementing the Fixes
After identifying the issues, we made the necessary adjustments:
- Improved Website UI/UX – Fixed logo size, adjusted font colors, and improved readability.
- Enhanced Business Information – Added proper contact details, including a business phone number and verifiable address.
- Updated Compliance Pages – Ensured all policy pages were easily accessible and correctly linked.
- Optimized Social Media Presence – Connected the website to active social media accounts and ensured consistency across platforms.
- Corrected Business Verification Issues – Submitted business verification documents and corrected inconsistencies between Google Ads, Merchant Center, and the website.
Step 3: Google Review & First Approval
Once we had completed these fixes, we submitted an appeal to Google Merchant Center. After some back-and-forth with Google support, the account was successfully reinstated! The client’s ads started running, and their products were back on Google Shopping.
Step 4: A New Challenge – Second Account Suspended!
As the client expanded their business and launched a second website, they faced another misrepresentation suspension. Despite following the same compliance measures, the new account was flagged.
Our approach:
- Re-audited the new website using the same compliance checklist.
- Checked for cached system errors – Sometimes, Google systems take time to recognize recent updates.
- Communicated with Google Support – Submitted multiple review requests and provided proof of compliance.
- Patience & Persistence – Google’s automated system can be unpredictable, requiring multiple appeals and thorough documentation.
After several weeks of monitoring and continuous updates, the second account was successfully reinstated.
Key Takeaways & Lessons Learned
✅ Google’s policies are strict but manageable – Following compliance guidelines precisely is crucial.
✅ Transparency is key – Clear business information, verified addresses, and professional website design improve trust.
✅ Patience is required – Google reviews can take time, and multiple appeals may be needed.
✅ Consistent Business Identity Matters – Ensure the same details are used across Google Merchant Center, Google Ads, and social media.
Final Thoughts
This case study proves that Google Merchant Center suspensions can be resolved, even in complex situations. Whether you’re facing a misrepresentation suspension or need help getting approved, following a structured audit process and maintaining patience can lead to success.
Need help with Google Merchant Center approval? Contact us today! 🚀
