Disclaimer: The information in this post is based on my personal experience. How I fix Google Merchant Center misrepresentation may not apply to everyone’s situation.
Background
After I installed the Google for WooCommerce plugin, I started to experience bumps. Days of setting up and adjusting, the Google promotion run about one week and all went red. The problem according to Google, is Misrepresentation. I spent two weeks trying to figure this out and trying to fix it. Finally I did it! It is a surprise to me but it happened.
So I want to write everything down, what I changed and what I did along the way.
Misrepresentation
The details are like this image.
The sentences here are not that straightforward to people who are not familiar with such thing. Like most first time website online shop builder, I explore my way little by little. And Google’s description can’t give me a clear picture what they want. I searched online for solutions and videos but they are all general method. Still not pin point what to do.
Now here is my interpretation for Google’s details and what I did for my website.
- Provide transparency about your business identity, business model, policies and how your customers can interact with you.
This means Cookies and Privacy policies. For WordPress, there are plugins for Cookie banners available. I use CookieYes. It turned out that every time I visit a website and click the “Accept all” thing is asking for my consent… In WordPress setting, there is a subject called “Privacy”, here you need to set the Privacy policy page and make it visible in menu.
This means valid contact information. Email, phone, physical address. Put all of these in footer and as many pages as possible. Here I use a virtual mailbox service iPostal1. I like the idea, should have done this sooner.
This means About page and Service page. One page for “About us”, who you are. One page for “Service”, what you do. List these two pages in primary menu that are visible and easy to find.
- Promote your online reputation by showing reviews or highlighting any badges or seals of approval.
Show your reviews. Site review or product review, reviews from your other site. But they need to be real.
Put on badges for your product and business. There are plugins for WooCommerce about badges. Generally speaking they are just a picture with words such as “Trusted” or “Guaranteed”. The point is the claim has to be valid. I put a badge of “safe checkout” via Code Snippets.
- Use a professional design for your online store that includes an SSL certificate.
Purchase an SSL certificate and place the badge in the footer. This turns all http into https. Again, plugin for WooCommerce is free but the service is paid. I use WP Encryption, Positive SSL as you can see the badge in my footer.
- Provide information in the business information settings in your Merchant Center.
This means all information has to be the same on both your store website and Merchant Center business info setting. Emails, address, phone number, hours, who you are and what you do, etc.
- Follow SEO guidelines, improve your eligibility for seller ratings and match your product data in your Merchant Center with your online store.
I use Yoast SEO plugin for both my website and online store. In the Yoast for Woocommerce setting, I add “Brand” and set the “Return and Refund” page. This is better to be a separate page.
The product data is similar to business info, all information has to be the same on both your online store product description and Merchant Center. Things to be considered: handling time, order tracking, shipping carrier, shipping time for different countries you sell to, return window, how to reach out for questions, etc.
Extra things I did
- Terms and Conditions – I use Complianz plugin for WordPress. It is free.
- Disclaimer – A single page for disclaimer.
- reCAPTCHA – This if for preventing scam orders.
- SKU – I made up my own SKU system.
- FAQ and Copyright notice
- iubenda – They have their website with full service (cookie, private policy, terms and condition, disclaimer). I only installed their plug in for WordPress to check if I have everything.
To be honest I got my private policy, terms and condition, cookie and disclaimer from four different places. I try to find the one with low cost. But you can get everything from one place. And I think you need all of them…
Result
After everything talked above, I got my last bump. Google needs my photo ID to verify my identity, but they cannot process PDF file. I upload my drivers’ license in PDF file and it failed. Eventually I upload my driver’s license photo in JPG and it goes through.
Once they verify that I am who I am, I receive this email.
And it is not done yet…
At this moment, my GMC account is OK and products are approved. But my Google Ads account is still suspend. So I follow their recommendation and submit appeal request. They fix it in couple of hours. And finally, both accounts are alive and promotion is running.
Thank God…..
I still can’t believe I did it. I hope you find this post helpful~