Merchant Support can be taken care of via Merchant Help Center or via Ad Support Help Center. If merchants go to the Ad Support Help Center (contact info listed below), based on the issue type that they choose, the case will go to the right specialist team (MC/SSC). So escalating via the below (with the correct issue type) will reach the same team.
Contact our Ads Support team for all troubleshooting queries including:
Billing & Invoicing
Policy & Ad Review
Click here for Email: 24 hours a day, 5 days a week
Be sure to have your Merchant Center and Ads Customer ID on hand
Request re-review for suspended Merchant account (This link also calls out the common reasons for disapprovals and links to more information)
Top reasons for account disapprovals:
The misrepresentation label will be split in two (effective May 27th, 2021): Misrepresentation and Website needs improvement.
Examples of Misrepresentation
Missing contact information
Make sure your site provides users with at least two of the following types of contact information: physical business address, phone number, or email. Note that a contact form does not suffice.
Missing refund policy
Make sure to include a return and refund policy before checkout 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 website.
Insufficient payment information
Make sure that before checkout:
For more information on what Google counts as misrepresentation and how to fix it, check out this guide here.
Examples of Website Needs Improvement
Destination URL is down
Make sure your website and the product pages are live and running.
Broken links on your website
Ensure there are no broken links on your website
Placeholder images or text on your website
Ensure there are no placeholder images or text on your website