How to fix: Checkout incomplete warning/suspension

This policy applies to Shopping ads and local inventory ads with pick up today/later

Your website must provide a way for customers to purchase the products you advertise through an approved online payment service.

1. Make sure the checkout process is straightforward to the customer and can be completed without errors.
2. Allow customers to complete the full checkout process on your website using standard payment methods, without required details beyond what’s needed to pay and process the purchase.
3. The customer should receive a confirmation of the purchase after completing the checkout process with an estimated date of delivery.
4. Your website allows everyone to checkout from your site, including businesses and individuals, without obstacles.

In order to show your products in Shopping ads and free listings, your website must provide a way for customers to purchase the products you advertise through an approved online payment service. This can either be directly from your website or through an alternative payment method, such as cash on delivery, invoicing, or payment upon collection.

The website checkout process must work for all customers globally, both businesses and individuals, regardless of where you show your products. The website should be straightforward and must allow customers to complete the full checkout process without errors and obstacles.

Once a customer completes the checkout process, they should receive confirmation of the purchase with an estimated date of delivery.

Instructions

In order to resolve your account warning or suspension, try the following steps:

Step 1: Review your website checkout process

1. Open your product pages and click Add to cart to begin the checkout process.
2. Ensure your checkout process doesn’t break at any point.
   • For example, see if there are any fields that accept values but can’t be filled in, or if there is any point at which the "Next" button can’t be clicked, even after all details are entered.
3. Look for these common issues:
   • The billing address can’t be restricted to certain countries (even if you only ship to certain countries).
   • Websites that only allow a customer to request a quote are not supported. The customer must be able to purchase the product online.
   • Compare the available payment methods to those you disclose on the informational pages of your website and ensure they’re available at checkout.
   • A confirmation page should be available when a customer completes their transaction.
   • A multiple step, intermediate process to sign up for promotions and newsletters before completing checkout shouldn’t be a requirement.
   • Editing items in your cart shouldn’t be limited or unavailable, so that customers don’t have to restart their shopping cart. 

 

Step 2: Make changes and request review

To solve this issue and reactivate your account:

1. Make sure that customers are able to complete the full checkout process on your website using any provided payment methods, without errors, including quick confirmation of the purchase after completing the checkout process.
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 with how to proceed, contact us for support.

   Note: If you use a third-party platform to list your products, you may also be able to go to your third-party application to request a review.

If you’re working with a third-party platform, some of these instructions may not apply to you. Refer to your third-party platform for instructions on how to resolve the issue and request a review. Learn how to find support if you use a non-Google platform.