How does Google’s process work?
Individuals or their representatives seeking the removal of a merchant listing must first complete this web form. The individual will receive an automatic reply confirming that we've received the request. We assess each request on a case-by-case basis. In some cases, we may ask the individual for more information. After we reach a decision, we'll send the individual an email notifying them of our decision, and, if we don't remove the merchant listing, we'll provide a brief explanation.
Who may request a removal?
Individuals can request the removal of a merchant listing according to European data protection laws. We also allow people to make requests on behalf of others, as long as they can affirm that they're legally authorized to do so.
Who makes decisions about requests to remove merchant listings?
A team of specially trained reviewers make the relevant determinations. This team uses dedicated escalation paths to senior staff and attorneys at Google to adjudicate on difficult and challenging cases.
How does Google evaluate requests?
We've carefully developed criteria in alignment with requirements of European data protection laws. The criteria help us identify situations in which the data subject’s interests outweigh the public’s interest in showing merchant listings (for example, allowing consumers to access information about businesses), under a GDPR legitimate interest balancing test.
After a request is submitted to us via our web form, it undergoes a manual review. Our evaluation process consists of four main steps:
- Does the request contain all the necessary information for us to be able to make a decision?
- Does the person making the request have a connection to a European country, such as residency or citizenship?
- Does the request relate to information that's subject to European data protection laws?
- Is there an overriding public interest in that information remaining available in the circumstances?
If an individual files a request with us that doesn't contain sufficient information for us to make a decision, we may ask for supplementary information to support our evaluation.
What happens if an individual disagrees with Google’s decision?
If we decide not to remove a merchant listing, individuals may request that a merchant data protection authority review our decision.