How to fix: Inaccurate availability (due to inconsistent availability between the landing page and checkout pages on your website)

Your account has either been warned or suspended due to this error

One or more of your products show as unavailable for purchase at checkout even though they’re displayed as being in stock on your landing pages.

It’s a bad customer experience if product availability changes from “in stock” on the landing page to “out of stock” or “unavailable” after the product has been added to a cart, and customers will be less likely to try and purchase from your store in the future.

By submitting consistent availability information on your landing pages and throughout the entire checkout process, you ensure that online customers have a great experience on your website.

You should’ve received an email asking you to update your availability status by a certain date so that the values are consistent throughout your website (on the landing pages and during the checkout process).

Here are some common reasons for this violation:

  • Use of IP detection / geolocation. Don’t change the availability of your product based on a user’s location. If you only target certain locations within a country, use regional pricing and availability.
  • Non-functional buy button. The product appears to be available on the landing page, but after pressing the buy button, it shows as out of stock or unavailable.
  • Product cannot be shipped to a home address. During checkout, after providing the shipping address, the product is no longer available and cannot be directly delivered to a user’s doorstep, excluding PO Boxes. If you have a product that's only available for in-store pickup or that ships to a pick-up point, check the shipping cost guidelines to see whether these options are allowed in your country of sale. Otherwise, ensure your product is excluded from online offers by using the excluded destination [excluded_destination] attribute. Alternatively, you may consider trying local inventory ads.
  • Products are not available to check out within the whole country of sale. If you sell products that are only available in some of the regions of the country of sale, check to see whether regional availability and pricing is available in your country of sale.

Instructions

Step 1: Ensure that products available on your landing pages can be checked out and delivered to home addresses

Investigate your website’s checkout process to identify any reasons why a product would become unavailable past the landing page.

  • Check the warning email for examples of products that are affected. Look for a common problem on your website that could cause these availability mismatches.
  • Review the availability status you display on the product landing pages with the one you display at checkout.

Step 2: Resubmit your product data

After you’ve fixed the issue on your website, verify that it matches your product data in Merchant Center and resubmit it (if applicable) using one of these methods:

If your Merchant Center product data is accurate, you don’t need to resubmit it before requesting a review.

Step 3: Request a review

Once you've resubmitted the product data that caused the mismatch, request an account review:

  1. Sign in to your Merchant Center account.
  2. Navigate to Account issues on the “Diagnostics” page.
  3. Locate the account-level issue that you would like to have reviewed.
  4. Make sure that there are in-stock products uploaded and all issues for the affected country of sale are resolved.
  5. Click Request review.
  6. Read the pop-up window to ensure that you understand the review process, and its requirements and limitations.
  7. Check the box and click Request review.

Note: Review requests can take up to 5 days to complete. You’ll receive an email notification once the review has been completed.

After the review is performed, if your account meets the product data requirements, your account will be reactivated.

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