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Policy update: Insufficient contact information and Missing return & refund policy

August 2022

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We’ve updated our Editorial & technical requirements policy. The enforcement for the account issues “Insufficient contact information” and “Missing return and refund policy” changed.

What’s changing

The enforcement type has changed for the free listings policies. However, the policies themselves have not changed.

Previously, Merchant Center accounts with the “Insufficient contact information” or the “Missing return and refund policy” issue were automatically disapproved. Now, free listings accounts with these issue statuses will remain active, but their products will have limited visibility on Google. This policy change applies to free listings only.

What’s not changing

The “Insufficient contact information” issue status means that customers can’t find out how to contact you on your website in at least one way. Examples of how they should be able to contact you on your website include, but are not limited to: a contact us form, a link to your business profile on social media, an email address, or a phone number. Business information, such as a physical store address and a verified phone number, must also be available in your Merchant Center account or your third-party platform (if applicable). 

The “Missing return and refund policy” issue status means that your website doesn’t have return and refund information. Your website must clearly state how you handle these actions, including all requirements and any timelines. If returns and refunds aren’t accepted, you’ll need to clearly state this on your website.

Learn more about our editorial and professional requirements to ensure your account and products are active with full functionality

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