Contents of the case
Initial data
Issues and strategy
The project is an online store selling power tools in Ukraine on the Prom platform. The Google Merchant Center account was blocked with the status “Misleading.” In this case, Google signals insufficient transparency of the offer or business: it may not be entirely clear to the user who the seller is, what the terms of purchase, delivery, payment, and return are, and whether the data in the feed matches what they see on the product page.
Our strategy is to eliminate all potential triggers of mistrust and bring the store and product pages into compliance with Merchant Center requirements. Since Prom has its own limitations and templates, we worked on a case-by-case basis: we strengthened the “trust” elements, aligned the content and product data, and ensured logical and unambiguous communication of the terms of purchase. This allowed us to pass the re-verification and reduce the risk of re-blocking.
The unblocking period was 27 days, taking into account the verification cycles after the changes were made.
What has been done
Main areas of work:
- We conducted a blocking audit and checked the store against Merchant Center requirements for “Misleading” status, identifying critical risk points.
- We checked and updated the seller information and purchase terms on Prom: contact details, payment methods, delivery, returns/exchanges — in a format that is available within the platform.
- Updated content on product pages: made descriptions more specific and understandable, removed ambiguous wording that could be interpreted as misleading.
- We checked the accuracy and consistency of the data between the product offer and what the user sees (availability, price, name/characteristics) to avoid discrepancies.
- We prepared the account for re-moderation and accompanied the process until a positive decision was made.