Understanding account-level enforcement for free listings policy violations

We want everyone to have a safe and positive experience when visiting Google and our partner sites. To help make that a reality, we've developed a set of policies that you need to follow. If you don't follow these policies, we might disapprove your products or suspend your account to let you know that something's not right.

Note: Review the Merchant Center Terms of Service and the applicable policies carefully before submitting your products to Merchant Center to prevent account suspensions.

How it works

Initial review

When you upload products to your account for the first time, your products and website will be reviewed in an initial review to ensure they meet the policies and requirements. This process can take up to three business days and during that time your products will show as 'Pending' on the Diagnostics page. Additional changes to your product data after you upload products may further delay the review process. If we find that your products or website do not comply with our policies, your account will be instantly suspended without any grace period and you will receive a notification email. If the initial review is successful, your products will become eligible to show.

Note: If your account has outstanding policy issues, it may postpone the review process.

Warnings

Merchant Center accounts are reviewed regularly. If we find that either your products or website are not in compliance with our policies, you'll receive a warning email with details about the issue and how to fix it and a timeframe to fix your issues. During the warning period, your products will continue to be active. The warning period will also be displayed in your account on the Diagnostics page, under the Account issues page.

Note: In some cases when an egregious policy issue is detected, no warning is given and the account is suspended immediately.

Account suspension

If your account is suspended, you'll receive an email containing additional information related to your account suspension.

Your account or website will be reviewed at the end of the warning period. If all issues are resolved, the warning will be lifted and your products will continue to be shown as normal. If any of the issues are not resolved, your account will be suspended and your products will stop being shown. You'll receive a notification and email stating that your account has been suspended. You'll also see your account status on the Home and the Diagnostics pages of your account.

Important: If your account is suspended, your products will no longer be shown in free listings. However, your products may still be available from other destinations. The Google Account used to access the Merchant Center account will not be affected and you will still be able to use it to access other Google products.
Note: Messages regarding policy violation warnings and suspensions are temporarily stored in the account message archive of the impacted account.

Instructions for requesting review

You can request a review only if there are no other pending requests. If your account is suspended, you have two opportunities to request a review.

Click the button below to be redirected to the Diagnostics section of your account.

Or, follow these instructions.

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

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

Cool-down period

If your account is already suspended, you'll have two opportunities to request an account review before a cool-down period is initiated for further reviews.

The process will then continue as follows:

  • If your issues aren't resolved by the second review attempt, a one-week cool-down period will begin. During this time, the review button will be disabled.
  • With each unsuccessful review afterwards, a progressive one-week cool-down period may be applied.
  • During this cool-down period, your account will remain suspended. You won't be able to request another review during this time.
  • Use the cool-down period to review and fix your account, data and website issue(s) as support may be limited until your issues are addressed.
  • After the cool-down period passes, the 'Request review' button will be available again.
  • You can see the end date for any cool-down period by navigating to the 'Diagnostics' page in Merchant Center and clicking the 'Account issues' tab.
Was this helpful?
How can we improve it?

Need more help?

Sign in for additional support options to quickly solve your issue

Search
Clear search
Close search
Google apps
Main menu
Search Help Centre
false
false
true
71525
false
false