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Offer Level Review and Resolution
Introduction and Business Impact
Similar to providing resolution paths for account statuses issues, Google aims
for merchants to be self-sufficient to identify, troubleshoot, and resolve
product level issues. We recommend providing them the necessary tools and
information for them to debug their issues through your integration.
UX Guidance
How to fix Technical Product issues (E.G Adding description or variant attribute)
After clicking into the specific offer issues under the "Products" page,
merchant should see the issue detail page from the Merchant Support API
(note that this page is almost identical for product & account level issues).
If the merchant clicks on the action button, the behavior depends on type of
action:
If the action is Built-in, you can provide the pop-up (as shown in the
flow below) or redirect merchants to the page in your app where they can
fix the issue.
If the action available is an external action, the action button should
redirect the merchant to MC to complete the action
Once the open issues are resolved, the merchant should click "save" and should
be redirected back to the issue detail page provided by Merchant Support API as
shown in this mock. The API needs to be called before each page rendering
to reflect the changes.
How to fix Product Policy issues (E.G Price mismatch)
The majority of product data issues are driven by account suspensions or
technical reasons (for example, needing to add missing or updating with
accurate values). When your merchants' products are affected by account
suspensions only, they go live immediately once the account suspensions are
lifted.
For technical reasons once fixed, this should happen relatively shortly after
the changes are submitted through the Content API and Merchant Center process
changes.
If Google finds products you submitted don't comply with our
Merchant Center policies, those individual products will be disapproved
or your entire Merchant Center account depending on the severity and frequency
of the violation.
Once resolved, you can request an appeal of a specific product for
reconsideration. This can be done through Merchant Support API which redirects
the merchant to Merchant Center to request re-review or perform other actions.
Learn more product disapprovals and the item level appeal process.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Missing the information I need","missingTheInformationINeed","thumb-down"],["Too complicated / too many steps","tooComplicatedTooManySteps","thumb-down"],["Out of date","outOfDate","thumb-down"],["Samples / code issue","samplesCodeIssue","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2024-09-03 UTC."],[[["\u003cp\u003eGoogle encourages merchants to self-resolve product-level issues using tools and information provided through your integration.\u003c/p\u003e\n"],["\u003cp\u003eMerchants can address technical product issues through an issue detail page, potentially using built-in actions within your integration or redirecting to Merchant Center.\u003c/p\u003e\n"],["\u003cp\u003eProduct policy issues, such as price mismatches, may require review of Google's Content API documentation and consultation with a Google point of contact for UX guidance.\u003c/p\u003e\n"],["\u003cp\u003eResolving technical product issues typically results in relatively quick product approval after changes are submitted through the Content API and processed by Merchant Center.\u003c/p\u003e\n"],["\u003cp\u003eProducts disapproved for policy violations may require an appeal through the Merchant Support API, which redirects the merchant to Merchant Center for re-review.\u003c/p\u003e\n"]]],[],null,["Offer Level Review and Resolution\n---------------------------------\n\n### Introduction and Business Impact\n\n*** ** * ** ***\n\nSimilar to providing resolution paths for account statuses issues, Google aims\nfor merchants to be self-sufficient to identify, troubleshoot, and resolve\nproduct level issues. We recommend providing them the necessary tools and\ninformation for them to debug their issues through your integration.\n\n### UX Guidance\n\n*** ** * ** ***\n\n### How to fix Technical Product issues (E.G Adding description or variant attribute)\n\nAfter clicking into the specific offer issues under the \"Products\" page,\nmerchant should see the [issue detail page](https://developers.google.com/shopping-content/guides/merchant-support#ui_mocks) from the Merchant Support API\n(note that this page is almost identical for product \\& account level issues).\n\nIf the merchant clicks on the action button, the behavior depends on type of\naction:\n\n- If the action is Built-in, you can provide the pop-up (as shown in the flow below) or redirect merchants to the page in your app where they can fix the issue.\n\n| **Note:** If the action is built-in and you cannot fulfill said action in your own application, you can redirect the user to the Merchant Center to complete the action there (the redirect would be to either the product diagnostics or account diagnostics page based on the specific issue). If you do this, it's important to ensure that changes made in Merchant Center are not overwritten by your own application.\n\n- If the action available is an external action, the action button should redirect the merchant to MC to complete the action\n\n\nOnce the open issues are resolved, the merchant should click \"save\" and should\nbe redirected back to the issue detail page provided by Merchant Support API as\n[shown in this mock](https://developers.google.com/shopping-content/guides/merchant-support#ui_mocks). The API needs to be called before each page rendering\nto reflect the changes.\n\n#### How to fix Product Policy issues (E.G Price mismatch)\n\nWe recommend reviewing our Content API [displaying issues and solutions guide\nfor example UX mocks](https://developers.google.com/shopping-content/guides/merchant-support). If you have a Google PoC, reach out to them for more\nclarification.\n\n### Tech Guidance\n\n*** ** * ** ***\n\nThe majority of product data issues are driven by account suspensions or\ntechnical reasons (for example, needing to add missing or updating with\naccurate values). When your merchants' products are affected by account\nsuspensions only, they go live immediately once the account suspensions are\nlifted.\n\nFor technical reasons once fixed, this should happen relatively shortly after\nthe changes are submitted through the Content API and Merchant Center process\nchanges.\n\nIf Google finds products you submitted don't comply with our\n[Merchant Center policies](https://support.google.com/merchants/topic/7286989), those individual products will be disapproved\nor your entire Merchant Center account depending on the severity and frequency\nof the violation.\n\nOnce resolved, you can request an appeal of a specific product for\nreconsideration. This can be done through Merchant Support API which redirects\nthe merchant to Merchant Center to request re-review or perform other actions.\nLearn more [product disapprovals and the item level appeal process](https://support.google.com/merchants/answer/6103800?sjid=15957063037740834239-NA).\n\n#### [New Merchant Support Method](https://developers.google.com/shopping-content/reference/rest/v2.1/freelistingsprogram/requestreview) for enabling ***request review***\n\n| **Important:** Plan to implement these new Merchant Support methods by the end of this year. Forthcoming, the API plans to be expanded to enable requesting re-review or performing other actions directly through the API (your merchants can request the action directly in your UI)."]]
