Account Level Review and Resolution

Introduction/Business Impact

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Google aims for merchants to be self-sufficient to identify, troubleshoot, and resolve account issues. Google recommends providing the necessary tools and information for them to debug their issues through your integration.

Merchant Center Content API and Merchant Support API (Recommended) provides the ability for storebuilders to provide visibility into the account review status and request an account review within your integration. Learn more about how the account re-review process works.

UX Guidance

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Merchant Support API (Recommended)

We recommend reviewing our Content API displaying issues and solutions guide for example UX mocks. The Merchant Support API redirects merchant to Merchant Center Account to request re-review or perform other actions. The redirect capability is included in the Merchant Support API.

If you have a Google PoC, reach out to them for more clarification.

Tech Guidance

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Re-reviews and other actions

To initiate a re-review or other actions, the merchant needs to fix their underlying issue and use the merchant center account re-review capability. There are different methods to initiate an re-review or other actions.

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.

Merchant Support API (Recommended)

At this moment, Merchant Support API redirects the merchant to the Merchant Center to request re-review or perform other actions.

New Merchant Support Method for enabling request review

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).

Account Status and Review API (Not Recommended)

We recommend not to use this method because it doesn't allow you to adequately use the new Merchant Support API account and product methods. These methods allow you to provide improved and continuously updated merchant friendly information to help them resolve their issues.

In addition, the account status and review method cannot be used for European Economic Association merchants. They should be using the Merchant Support API method to review their accounts.

Note: If you implemented the Account Status and Review API, reach out to your Google PoC on advice on the transition.