Show at least a business address, phone number, email, contact form, or social media business profile on your online store. Also, add your business phone number on the Business information page in Merchant Center.
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Reasons why the issue is happening
Your account has been suspended or your products disapproved due to "Misrepresentation" or "Website Needs Improvement”. This typically occurs for the following reasons:
- Inconsistent business details: Your business name, address, or phone number in Merchant Center doesn't match the information on your website (For example, in the footer or contact page).
- Missing contact information: Your website or Merchant Center account is missing a verified phone number, physical address, or email address.
- Incomplete identity verification: You haven't completed the mandatory identity verification process using government-issued IDs or business documents.
- Unclear policies: Your website lacks detailed shipping or return and refund policies.
- Technical flaws: Your website contains placeholder content, broken links, or lacks a secure checkout process.
How to fix the issue
To resolve this issue and get your ads and listings up and running, add the missing contact information on your website and provide a verified phone number and business address in Merchant Center.
- Audit your website for consistency, policy transparency, and technical health:
- Consistent business info: Ensure your business name, address, and phone number are identical in your website footer, contact page, and Merchant Center settings.
- Policy transparency: Provide detailed shipping and return policies. Include specific timeframes for delivery and procedures for returns, including buyer's remorse.
- Technical hygiene: Remove all placeholder content (like "lorem ipsum"), fix broken links, and ensure your checkout process is functional and secure.
- Contact methods: Ensure at least one form of reachable contact (For example, email, phone, or contact form) is easily visible prior to checkout.
- Go to “Settings” in the left navigation menu of your Merchant Center account, and then select Business info.
- Under "Details" tab, find the "Business details" card.
- Select Edit business details to submit your business information to meet our standard business verification requirements.
- Verify your phone number.
Next steps
After making the requested changes and ensuring your identity verification is approved, we will review your website and account for compliance.
If your account or product is disapproved, you can either fix the problem and request a review, or disagree and appeal the decision. When your technical fixes are live, making a small ad edit or selecting "Appeal" will start a fresh crawl. These crawls usually finish within 24 to 48 hours. Depending on the violation, there might be extra verification steps and a limit on how many reviews you can request. If the review is successful, the disapproval will disappear.
If the problem remains and you’re unsure how to proceed, contact us for support.
Note: If you use a third-party platform to list your products, you may request a review directly through their application.