Misrepresentation of self or product

Our policy

Google doesn't want users to feel misled by the content promoted in Shopping ads, and that means being upfront, honest, and providing them with the information that they need to make informed decisions. For this reason we don’t allow the following:

  • promotions that prompt users to initiate a purchase, download, or other commitment without first providing all relevant information and obtaining the user’s explicit consent
  • promotions that represent you or your products in a way that is not accurate, realistic, and truthful

Examples of what's not allowed

Omission of relevant information

 

Failure to clearly and conspicuously disclose the payment model and full expense that a user will bear before and after purchase
  • Examples: Pricing of products (total price, currency) may depend on additional conditions impacting the total cost for the user i.e. auction pricing, membership fees, contract, payment schemes, additional purchase requirement, creating additional undisclosed payment obligations during payment processing
    See the feed specification attributes on availability, price, tax and shipping for specific guidelines to comply with this policy
Failure to clearly and conspicuously disclose all related conditions before and after purchase
  • Examples: Missing merchant terms and conditions or shipping information. Return and refund policy that is unclear, missing, or not easily discoverable.
Omitting material information when promoting content as benefiting a charitable or political organization
  • Examples: Failing to display a charity or tax exemption number for charitable donations; failing to disclose whether political donations are tax exempt or not

 

Unavailable promotions

 

Promising products or promotional offers that aren’t available for users
  • Examples: Promoting products that are not stocked, promoting a deal that is no longer active, call-to-action in promotion that isn't easily achievable from the landing page
    See the feed specification attributes on availability and price for specific guidelines to comply with this policy

 

Misleading or unrealistic promotions

 

Making false statements about your identity, qualifications, or the promoted product
  • Examples: Claiming to be a certified reseller of goods when not actually certified, using a brand name to drive traffic to a different product on the site
Using false claims or claims that entice the user with an improbable result (even if this result is possible) as the likely outcome that a user can expect
  • Examples: ‘Miracle cures’ for medical ailments; extreme weight loss products
Falsely implying affiliation with, or endorsement by, another individual, organization, product, or service
  • Examples: Misleading use or mimicry of official government sites, stamps, seals, or agency names

 

Untrustworthy promotions

 

Concealing or misstating information about the business or product
Note that we may review information from multiple sources, including promotion, website, accounts, and 3rd-party sources, in determining whether a merchant or site is untrustworthy
  • Examples: Enticing users to part with money or information under false or unclear pretenses; presenting a false identity, business name, or contact information; charging users for products typically available for free; sites that are ‘phishing’ for users information

What you can do

Here's more detail about each violation and what you can do if your item is disapproved or your Merchant Center account is warned or suspended:

Omission of relevant information

Here's more detail about each violation, and what you can do if your item is disapproved or if your Merchant Center account is warned or suspended:

  1. Read the policy above to learn what we don't allow. Here are some examples:
    • User safety: Make sure to provide users with accurate contact information before they start the checkout. Include two out of three of the following contact details: phone number, email address, physical business address on your site. A basic contact form on your site is not enough.
      • Make sure that your site lists all available payment methods accepted prior to a user starting the checkout process.
    • Missing refund policy: Make sure to include a return and refund policy which clearly states how you handle these actions, including all requirements and any timelines. If returns and refunds are not accepted, you’ll need to clearly state this on your site.
    Change your website: If your ad leads to content that violates this policy, fix the site to make it comply.
  2. Request a review of your account.
    • If your account is still within the warning period, it will automatically be reviewed again at the end of the warning period. Once the violating items are removed, you don't need to request an account review or take any additional action.
    • If your account is suspended, you’ll need to request an account review.

Most accounts are reviewed within 3 business days, but some can take longer if they need a more complex review. If we find that you've removed the violating items from your product data, we’ll remove the warning, or, in the case of account suspension, we'll approve your account to start running.

Misleading or unrealistic promotions

Item disapproval

Items that don't comply with this policy may be disapproved. When an item is disapproved, it won't be eligible to serve on Google Shopping. If the item doesn't comply with Google Shopping policies, it should be removed from your product data.

In some instances, you’ll see the option to request a review of an item that has been disapproved for policy violations. If you believe that your item was incorrectly disapproved and would like to request a manual review, click "Why is this item disapproved" from the individual item page in the Products tab to initiate a review. Learn more about item disapprovals for policy violations and requesting a review.

Account disapproval

For most violations, we'll send you a warning email detailing the policy violation and give you 7 calendar days to update your product data.

  1. Read the policy above to learn what we don't allow. Here are some you can do:
    • Remove misleading or exaggerated claims from your website, including scientifically improbable claims that are unlikely to deliver on their promise (such as cures for incurable ailments).
    • If you guarantee certain results, have a clear and easily accessible refund (money-back) policy.
    • If you show testimonials that claim specific results, include a visible disclaimer stating that there's no guarantee of specific results and that the results can vary.
    • Include links to third-party verification and/or include relevant and noticeable disclaimers when testimonials and endorsements imply that results are typical.
    • Make sure that your promotions aren’t misleading or tricking the user into interacting with them.
  2. Remove the violating items from your product data. You’ll receive an email with details about the violation, including examples from your product data. If you have additional items in your data that violate the same policy but aren't included in the email, you'll need to remove those too.
  3. Update your product data in Merchant Center.
    • If you created a schedule for automatic uploads, update your product data manually or wait for your product data to be automatically updated before requesting a review.
    • Product data that you’ve uploaded as a test won’t go live and isn’t considered during account reviews.
  4. Request a review of your account.
    • If your account is still within the warning period, it will automatically be reviewed again at the end of the warning period. Once the violating items are removed, you don't need to request an account review or take any additional action.
    • If your account is suspended, you’ll need to request an account review.

Most accounts are reviewed within 3 business days, but some can take longer if they need a more complex review. If we find that you've removed the violating items from your product data, we’ll remove the warning, or, in the case of account suspension, we'll approve your account to start running.

Untrustworthy promotions

Item disapproval

Items that don't comply with this policy may be disapproved. When an item is disapproved, it won't be eligible to serve on Google Shopping. If the item doesn't comply with Google Shopping policies, it should be removed from your product data.

In some instances, you’ll see the option to request a review of an item that has been disapproved for policy violations. If you believe that your item was incorrectly disapproved and would like to request a manual review, click "Why is this item disapproved" from the individual item page in the Products tab to initiate a review. Learn more about item disapprovals for policy violations and requesting a review.

Account disapproval

For most violations, we'll send you a warning email detailing the policy violation and give you 7 calendar days to update your product data.

  1. Read the policy above to learn what we don't allow.
  2. Remove the violating items from your product data. You’ll receive an email with details about the violation, including examples from your product data. If you have additional items in your data that violate the same policy but aren't included in the email, you'll need to remove those too.
  3. Update your product data in Merchant Center.
    • If you created a schedule for automatic uploads, update your product data manually or wait for your product data to be automatically updated before requesting a review.
    • Product data that you’ve uploaded as a test won’t go live and isn’t considered during account reviews.
  4. Request a review of your account.
    • If your account is still within the warning period, it will automatically be reviewed again at the end of the warning period. Once the violating items are removed, you don't need to request an account review or take any additional action.
    • If your account is suspended, you’ll need to request an account review.

Most accounts are reviewed within 3 business days, but some can take longer if they need a more complex review. If we find that you've removed the violating items from your product data, we’ll remove the warning, or, in the case of account suspension, we'll approve your account to start running.

 

To ensure a safe and positive experience for users, Google requires that advertisers comply with all applicable laws and regulations in addition to Shopping ads policies. It is important that you familiarize yourself with and keep up to date on these requirements for the place where your business operates, as well as any other places Shopping ads are shown. When we find content that violates these requirements, we may block it from appearing, and in cases of repeated or egregious violations, we may ban you from promoting Shopping ads content with us.

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