how to find google merchant refund policy in shopify

Account suspended due to policy violation.,What's that?,If you have a Google Merchant account, and your account has just been suspended by Google,stating misrepresentation and you don't know what's happening and how to go about reinstating,your account, then this is the video for you to watch.,In this video, I'm going to talk about what is exactly misrepresentation.,What does Google actually want from you, and how you can resolve those issues so you can,get your account reinstated as soon as possible.,Hi, I'm Clarice Lin, the ROI Doctor who helps small businesses and online stores get more,traffic and sales by getting on Google and YouTube page one.,Today's video is about misrepresentation of the Google Merchant Account.,The reason for your suspensions store owners, especially Shopify store owners, specifically,,I'm going to talk about Shopify stores.,Today I'm going to show you a screenshot of the Shopify store system, how you can actually,identify and resolve those issues.,Many people have had this issues, mainly because they are not complying with what Google wants.,In order for your products to be listed on the Google Shopping tab itself for free, when,you actually also need to comply with Google's shopping ads policy.,It's not just the normal setup, you also have to look through all the requirements, that,you need to comply with the guidelines and make sure that everything is set up properly,in your Shopify store, in the Shopify app itself, all the settings.,And you'll also need to have Google Merchant Center account set up properly filling up,all the correct information.,Nothing's to be missed.,And you also need to have your Google Ads account set up, you might ask, Huh?,Google Ads account?,I don't intend to run ads.,Because you want to be listed for free on Google Shopping, so Google takes that as a,prerequisite for people wanting to run shopping ads.,So in order for your products, or for your store to be eligible for those listings, you,need to have a Google Ads account set up, you set it up, but you don't have to put any,money in it.,So you don't have to put your card in it, you just need to connect it to your account.,On a separate note, if you're also facing other issues for your Google Merchant Center,account, I have an entire Shopify playlist where I also identify like other issues on,how you can get your website improved, and you have other issues on your attributes to,get updated on Google Merchant Center, you can check it out in the link above where I'm,going to put on the top right hand corner.,So do check it out.,Misrepresentation.,What does it mean, what does Google actually want?,Essentially, there have been many businesses who have tried to trick Google even though,they have not been a legitimate businesses.,So in order to combat those stores who are not legit, who are not selling real products,,who is not a proper business, who is not going to treat their customers right, to protect,all those Google users, shoppers, buyers customers, Google has listed down an entire list of guidelines,to make sure that if you are a Shopify store owner, WooCommerce store owner store owner,who plans to sell products, you have to be a legit business.,And you have to fill up a list of information, it's similar to you know, when you're registering,for your business, you need to fill out the form and everything else.,Similarly, to set this up correctly to set up Google Merchant Accounts correctly, you,need to fill up all the correct information so you would not get issued this error called,misrepresentation.,Misrepresentation, as the word itself implies, it basically means you are not representing,yourself as a business correctly.,Misrepresentation can mean that your store is not presented correctly, accurately and,honestly, according to Google standards, or maybe your products are not being displayed,as up to the standards that Google has defined.,And this is when your Google App on your Shopify store has to be configured correctly on the,settings itself, it needs to be fill up correctly with your account setup, and all the correct,information.,And this has to be sent to your Google Merchant Center account.,I'm going to go through those steps and show you some screenshots on where exactly are,those information that you need to fill up correctly.,And lastly, you need to set up a Google Ads account and this needs to be connected to,both your Shopify and your Merchant Center account.,I'm also going to show you the exact screenshot where you can see exactly when it's been connected.,If you have all of this setup, then you shouldn't have a misrepresentation.,Now that you've got the whole gist of it, let's get on to my computer where I will show,you exactly where are the issues and how you can resolve them.,Let's go.,Google Merchant Center misrepresentation this is the error page you should be looking at,to diagnose what's the problem with your account and why Google has suspended your Merchant,Center account.,It is shopping ads policies as what I've mentioned earlier in the video.,In order, to have your products listed for free on a Google Shopping page, you need to,fulfill the shopping ads policy, I'm going to quickly run through this page and highlight,a couple of things that you want to take note of, and what you can do for your own store.,If you want to reinstate your own Merchant Center account, everything is set in this,box over here, Google doesn't want users to feel misled, or google users, specifically,by the content promoted in shopping ads.,So basically, the ones new has a store owner to be upfront, upright, and show products,that people would buy, and then they would likely want to buy again, and you need to,provide them with the information that they need to make informed decision is they want,as much information as possible to show the users that you're an honest business.,To support this, Google doesn't allow you to prompt users to initiate purchase or any,other stuff, to support all of this, you want to make sure you are not pushing out promotions,in the face of Google users.,And you are also not allowed to put up any promotions or any materials that represent,you or your products in a way that's not accurate, realistic and truthful.,So what's not considered accurate, or not being truthful?,Examples they've given here is you're not providing all the information as needed, you're,hiding certain information.,That's what it means omission of relevant information, you're hiding information, basically,,maybe you're asking them to pay a certain amount.,That's not why it's been stated.,Or there's some hidden costs that's not stated upfront, and you're not allowing them to return,and refund, you don't have a clear return and refund policies, Google has stated a very,good example, as well as any shipping information that any terms and conditions for your customers,,it needs to be clearly stated on the website.,And you need to show it to Google as well that you have all of this information.,And you're going to keep up to your promises.,Also, for example, if you have certain charities that you're supporting, you're not putting,up on these numbers and not sharing whether you are having any tax exemption.,So that's important as well.,The next thing is you're promising some discounts for your products on Google Shopping.,And when users click on it, they don't see the same discount.,So basically, you're tricking them, that's totally not allowed as well.,So you shouldn't promise things that you are not going to deliver on.,So please never do it, misleading or unrealistic promotions, you say you are selling certain,items, certain brands, but you're actually not doing that.,So you are selling like fake products, or you're putting the wrong brand inside, but,you're selling something different, it's not allowed.,Your brand name, manufacturer part number or your barcode that needs to be put up as,well.,As far as Google is concerned, to be able to prove that you're selling what you're selling,customers will be able to verify this information, they can go to other sources and verify that,what you're selling is true as what you have claimed, or what you've said, and you shouldn't,promise miracle products, something that's impossible, you shouldn't promise the moon,,if you're not able to deliver the moon, please don't promise the moon as well as you give,fake information saying that there are certain people, or certain companies are supporting,you.,But actually, that's not true.,Please don't do that, again, you are, unacceptable business practices.,So what Google means by that is you're not sharing with them anything about your business,,or you're charging users for products, that's typically free, or you are presenting a false,identity, which is not having your business name or contact information, you need to actually,show you are a real business, you need to have your contact information so customers,can contact you.,Google wants to see all of this information put into Google Merchant Center, as well as,on your store.,If it's not there, then it's most likely that Google will see (perceive) that you're trying,to misrepresent yourself and that results in a account suspension.,I'm not going to go into every single detail of every single word, you can look into that.,But I wanted to highlight what's the gist of the message.,So you know what's actually missing for or what's information that you haven't submitted,to Google, basically, if you are not providing all information needed, you need to put it,in, your contact information, payment methods needs to be upfront as well.,If you have any content that is, violates a policy, you need to fix your website.,And once everything is done, you made the changes, then you can,request for them to review your account again.,So there'll be a review, and then you have to wait patiently for them to do it.,If you have not make any changes to your site after your account is suspended.,You just click on Request review straightaway.,Basically, if you do that too many times or just ignore you, after a while and you just,become a permanently suspended.,You should not request for a review until you have made all the changes essentially,to comply with Google policy.,So please do that first.,As you can see, Google has also set up a realistic expectation to say, usually they will review,your account within three business days, if your business is more complex, maybe you have,too many products, like 1000s of products, or if your products from different categories,,or if you're having your products listed in different countries as well, so that will,take a longer time for them to approve, because they need to look through all the different,guidelines and rules and regulations, because in different countries and ultimately more,stringent guidelines.,So they have to take a longer time to review every place what I've mentioned earlier, if,you're misleading your customers, you need to remove those information, you need to make,sure all of these is removed if you're exaggerating, products and making some claims.,That's not true.,If you have any problems with your products, if you're not putting all the information,about your products like manufacturer part number or barcode or the brand name of your,products, you are not putting it in, that's also considered violation.,So please update the missing product information as well before you request for or review.,Last part is to look at untrustworthy promotions.,So if you are not complying with their policy, then they will disapprove your account as,well.,So please make sure that you set up the right correct pricing, setup pictures with the right,details, product details, the brand of your products as it relates to all of this information,that is put up there.,And any products that you don't have the correct information, to remove them and not have them,shown up in the shopping feed in Google Merchant Center.,Only once you have removed those items that do not comply with the policy, then your accounts,will be reinstated.,You have to be patient as well.,So, as usual, Google has reiterated, if you want to review your account, please make all,the changes.,Otherwise, if you do it too many times, you know making changes, then Google will just,ignore you.,Now that I've gone through with you what Google wants based on their misrepresentation guidelines,,I'm going to show you a couple of screenshots on which other places that you can look into,to resolve those issues, go look at the free shopping listings.,So this is the section which is when you tap on the right hand top right hand corner, these,are the things that you should fill in for free listing.,So most people would have filled up this information, need to make sure you get a little green tick,for each of this information.,So once that's filled up, that's good.,One part is done.,And the next thing you want to go into is the shopping listings guidelines.,This is the shopping ads set up on the top right hand corner, when you log on to the,Merchant Center there is this wheel, that's settings.,So this is where you access all the areas that you need to look into and make sure this,information is filled up properly.,So just before I've just shown you that you need to fill up this free listing setup, once,you've completed then you can look into shopping ads set up, you need to do that even if you're,not running Google ads.,As long as you want your products to be listed on the shopping tab.,This section needs to be filled out this is what you're going to see when you click on,shopping ads set up.,So this is the page.,And you need to fill up all this information here, you need to check the page here, we,need to fill up everything here, make sure that your taxes are set up.,Taxes, if you're sending to specific states like the US, you need to have specific state,tax added in.,And if you have any shipping costs, you need to make sure this information is put in even,if you offer free shipping, you need to list that inside as well.,So you need to click on this little pencil button.,And you need to set it up, make sure once you've set it up, you get a little tick here,,which means this information is completed, the store name, address of your store and,you put it in with your phone number, your product, which is all set up properly.,And your Google Ads account is linked to Google Merchant Center.,This is very crucial.,I need to reiterate this again, even if you're not running Google ads, you still need a Google,Ads account set up.,Even if you don't put your credit card anything just an account with the same username that,you have used to set up your Google Merchant Center account.,I'm going to show you also very quickly how you can actually put this information together.,Over here you can see that this is the link accounts page.,Basically you click on this little wheel and select Link accounts.,You are going to be sent to the Google Ads page over here.,And you will have to link to your Google Ads account right here.,This example shows that the link status is not linked, you click on Link and then you,need to go to, log into Google Ads account accept a request for linking and then over,here you will show that link status success.,I have another video where I've recorded showing a step by step example of how to set all of,this up.,So you can check it out, the link is on the top right hand corner of the screen for a,free Google Shopping listings setup, so do check that video out.,And the next thing I want to quickly go into is just to highlight as well, how you can,set up your shipping page, and the returns page, which is what mostly people don't set,up properly.,So I'm going to quickly go into it and show you, you go to the shipping and returns basically,,there are two sections, you click on this and then you'll see two tabs.,So you can see that shipping services.,If you have not set anything up, you need to click on the plus button and you need to,add your shipping profile.,So you can see how you can set all of this up.,So once you set all of this up, you can select the countries which you want to be listed,on for so if you have multiple countries, you can add the different countries which,you want to select too, as well as the correct currency.,You need to fill up this information section, 1,2,3 needs to be filled up.,Even if shipping cost is zero, we'll need to fill it up and tell them in the delivery,times as well.,I'm not going to go into how to set all of this up, I have a different video where I,go into more details about how to set up shipping, you can check it out on the link on the top,right corner of this screen on how to set up the shipping settings properly.,So,do check that out, I will also put the link down in the description and pinned comments.,So do go and check it out if you need help to fill this up specifically, now basically,you need to make sure all one, two and three, this is all set up properly.,And then you are done.,So once that's completed, you need to go into the returns policy.,As I've mentioned, misrepresentation means that you haven't set up your returns policy,clearly, you need to set it up.,So basically, once you fill up the shipping services, you can see go into the next step,,which is returns policy.,So you have to click on Add policy and put in all the details, you need to put in the,countries which you are accepting returns policy or the countries that you are planning,to sell your products in on the listings on Google Shopping.,So you can select multiple countries you want, if you want, if you're selling your products,worldwide, you can select all the countries over here.,Remember, if you are selecting more countries, it's going to take Google a longer time to,review your account, if you're not fulfilling the policy as well, so to make sure that you've,got all the information needed, and you need to fill up all of this step one to step six,,all of these needs to turn blue to show completion of this information.,And you need to have a policy with some policy page on your website.,In your listings here, and if you accept any returns, if you don't accept returns, you,might want to have a good reason.,But likely Google's going to approve those accounts, who accept returns, reasonable returns,,and then you can also put in the return policy, whether the customers can return your products,in store or kiosk or by mail.,So once completed, checkmark then you click on next, which will enable the blue button,and you've selected that.,And then you also need to fill in the section which will also show up how will customers,get the return label?,What is it, the customer responsibility to print it out?,Or is it already inside the box?,You need to fill all of them and as well if customers change their mind, so they no longer,want the item if it's not suitable for them?,Do you allow them to return as well, you need to do your selection for this radio button,,you put it in and then the next thing you also need to fill in which is the return window,this is step four.,How long do customers have before they can change their mind?,Within,30 days or 60 days or how many days, you need to put it in here certain number of days,,put it in the box, and then return window extension, which you can see if there are,specific extension you allow them.,If you want, you can leave it blank.,And we'll continue to click on next.,We can also select as well as step five, still return policy.,For different condition, if it was new, if they have used it, would you still allow them,to return.,But as long as the product is still usable, you allow them to use it.,You can just select New, they can select Next, and then we'll go on to Step Six which is,the fees, they are basically you're telling them that's the currency for this return policy,as well as the restocking fee.,So usually most stores doesn't have restocking fees, so if you are returning a product you,don't expect them to pay you back in any shape or form, then you just skip the restocking,fee.,Once you've completed it there'll be a summary listed for you, you review the summary again.,And then you click on Done.,Once it's done, you're going to be sent to this summary page where it will show you that,you have added a policy.,And then once you have all of this information, which is clearly set up, you need to also,check this is where you can also go back to Shopify settings and make sure that this information,is set up properly, you go back to your Google app in the Shopify store itself, you want,to go to the Settings section and make sure all of this is connected, that your Google,account, the same account that you use, same email address that you use to create your,Google Merchant, your Google ads.,And over here, it needs to be connected as well, the same email address, use the same,email address, use that, probably use your admin account.,And then you have to check all the boxes here to make sure your shop fulfils all the requirements,it must be green ticked, and then you can link to your Google Merchant Center account.,And then the next thing would be to put in your material connected to your Google Ads,account, as well make sure it's successful.,And then we can select which is your target market.,And you have to go to e make sure that all of these turns green to show that you have,completed all of this needed information and product feed whether you want to use your,default product title, or product description, or if you have an SEO product title, basically,,if you have your product title listed in all capital, then you might want to use the SEO,product title where you have title case because you might incur this error, Google doesn't,like all your product title to be in all caps, you might be thrown the excessive capitalization,error.,I have another video where I talk about the capitalization error for your product page,,you can check that video out, link is in the top right hand corner of the screen.,You select that and you save changes.,And then that's done.,Basically if you have all of this information set up correctly, you shouldn't have any misrepresentation,problem which is the upfront show or with resolve those issues.,Once those issues are resolved, then you click on Request for a review.,If you don't make any changes, and then you're not fulfilling their guidelines, then they,will just ignore you and your account will still stay suspended.,If you want a Google Merchant Account reinstated, please make sure that all of your information,has been listed and some of the session was useful for you.,Hopefully, you should get your account reinstated as soon as possible.,Usually, Google will take about up to seven working days for them to review the entire,account.,And it might take slightly even longer to review individual products if you have many,products itself, so you have to be patient.,Once you get everything sorted out, then hopefully you should be getting traffic from the Google,Shopping tab.,If you're also looking for other alternative ways to drive traffic to your Shopify store,,you can also check out my video right here where I explain the other alternative methods,,even if you're not running ads, so to check out that video.,If you're also looking for a list of different ways you can drive traffic to your Shopify,store, check out my Shopify marketing guide where I go into the pros and cons of different,ways to drive traffic to your store.,link is down in the description and pin comments below.,So do check that out.,If you're struggling to reinstate your Google Merchant Account, you can also check out the,link in my description and pinned comments below where I work with Shopify store owners,to help them to get their issues resolved, so you can check it out.,And if you enjoyed this video and found it useful, please give it a like, subscribe to,my channel and don't miss future videos on how to get more traffic and sales by getting,on Google and YouTube page one.,I'm Clarice Lin, the ROI Doctor, signing off.,I'll see you in the next video.,Bye

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