Customers are not able to complete the purchase of the advertised products from your website. This could be due to multiple reasons including, but not limited to, your website lacking a functioning 'Buy' button, your landing page not loading properly, the removal of an advertised product from the site, and/or the product being sold out or out of stock.
Instructions
Step 1: Review your checkout process
Ensure that it's possible for a customer to check out starting from your landing pages and make sure that the checkout process on your website is straightforward. This includes a working and easy-to-identify buy button.
- Make sure that your buy button is working, easily visible and clearly a function for customers to purchase and complete their transaction.
- For example, the button should say something like: 'Add to basket' or 'Buy'.
- You may require that customers create an account in order to complete a purchase but the account sign-up must be straightforward.
- For example, the account must be free and not require an app download or device change to finalise the purchase.
- Customers on your shop website can checkout as guests or verify their information via a mobile or desktop one-time passcode.
- Individual customers should be allowed to complete a transaction. Business information should not be required.
- For example, company name or other business-related details should not be required information to complete a purchase.
- Minimum order value threshold requirements need to be stated up front, clearly on your website, before checkout. In Google Merchant Center, this can be specified in the delivery settings.
- Provide a secure payment and checkout process.
- For example, a valid SSL certification protects the customer's checkout process so that their credit card data is properly secured.
- Ensure that your prices at checkout do not differ from the prices in your product feed.
- For example, use the rich results test to check how your data is being structured and that symbols or values are correctly entered and displayed.
- Payment methods throughout your website are consistent with what appears upon checkout and are clear to the customer.
Step 2: Request a review
In some instances, if your account or one of your product offers is disapproved and you've either fixed the issue or you disagree with the issue, you can request a review. If the review is successful, your issue will disappear. If the disapproval remains and you're uncertain about how to proceed, contact us for support.