Google Merchant Center will no longer remove listings missing return or refund policy and insufficient contact information

Google Merchant Center has recently announced a significant update that will impact ecommerce shops. The platform will no longer remove listings that are missing return or refund policies and have insufficient contact information. This is a game changer for ecommerce businesses, and it’s essential to understand how this update will affect your online store.

Why is this Update Important?

Having a clear return and refund policy is crucial for building trust with customers. It gives them confidence to make a purchase, knowing that they can easily return an item if it doesn’t meet their expectations. Additionally, providing sufficient contact information is essential for customer service and support.

Previously, Google Merchant Center would remove listings that did not meet these requirements, which could result in lost visibility and sales for ecommerce businesses. With this update, however, listings will not be removed for these violations, but businesses may still face penalties and warnings.

What Does This Mean for Ecommerce Shops?

For ecommerce shops, this update means that it’s more important than ever to ensure that your return and refund policies are clearly stated and easily accessible on your website. Additionally, it’s crucial to provide sufficient contact information, including a phone number and email address for customer inquiries.

How to Update Your Return and Refund Policy

  • Review your current return and refund policy to ensure it is comprehensive and easy to understand.
  • Make sure that your policy is easily accessible on your website, including on product pages and in the checkout process.
  • Consider offering a generous return window to give customers peace of mind when making a purchase.

Providing Sufficient Contact Information

  • Ensure that your website includes a dedicated contact page with a phone number and email address for customer inquiries.
  • Consider implementing live chat support to provide real-time assistance to customers.
  • Make sure that your contact information is easily accessible from any page on your website.

Best Practices for Ecommerce Shops

In addition to updating your return and refund policies and contact information, there are several best practices that ecommerce shops should consider implementing to ensure compliance with Google Merchant Center guidelines:

Transparency and Honesty

Be transparent and honest with your customers about your return and refund policies. Clearly communicate any limitations or restrictions, and honor your commitments to customers.

Customer Communication

Communicate proactively with customers regarding their purchases, including order confirmations, shipping updates, and return instructions. Providing clear and timely communication can help build trust and loyalty with your customer base.


The recent update from Google Merchant Center regarding return and refund policies and contact information is a significant development for ecommerce businesses. By ensuring that your online store complies with these requirements, you can build trust with customers and maintain visibility on the platform. This update presents an opportunity for ecommerce shops to improve their customer experience and ultimately drive growth and success.

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