Users Cannot Complete Purchase: Merchant Center Checkout Fix

What this issue means

This issue is one of Google's Editorial and professional requirements for Shopping. Google describes it as broken checkout flows, or non-standard checkout requirements, that block purchases. Shopping ads and free listings are meant to send shoppers to a store where they can buy what they saw, so a checkout that fails defeats the purpose.

Google usually warns before suspending for this, typically giving 7 or 28 calendar days to fix it. A related requirement, Login required, covers sites that force sign-in to browse, show intrusive pop-ups or require an app or extension, and those often show up alongside checkout problems.

Why it happens

• Payment gateway not active. Test mode left on, an account under review with the payment provider, or no payment method configured for the target country.
• Shipping not set up for the country. Checkout shows "no shipping rates available" for addresses in the country you target in Merchant Center.
• Cart errors. Add to cart buttons that don't work, items that disappear from the cart, or app conflicts that break the cart page.
• Forced account creation. Shoppers must register or log in before they can see prices or check out.
• Minimum order requirements that aren't disclosed until checkout.
• Out-of-stock items that appear available but fail at checkout.
• Redirects to a different domain or a marketplace instead of your checkout.
• Contact or quote-only buying, such as "Call to order" or "Request a quote" instead of a checkout.
• Geo-blocking or bot protection that blocks Google or shoppers in some regions.
• Pop-ups that can't be closed on mobile, covering the checkout button.

How to fix it

1. Place a real test order on mobile and desktop, from an address in your target country, using a standard payment method. Note every step that's confusing or fails.
2. Check your payment provider. Confirm it's live, not in test mode, verified and able to accept payments from customers in your target country.
3. Fix shipping coverage. Make sure every target country and region has shipping rates at checkout.
4. Allow guest checkout. If your platform supports it, let customers buy without creating an account.
5. Remove blocking pop-ups. Make sure newsletter and age prompts can be closed easily, especially on mobile.
6. Disclose requirements early. If there's a minimum order or restriction, show it on the product page, not only at payment.
7. Sync inventory. Make sure out-of-stock products are marked unavailable in your feed and on the site.
8. Check redirects. Product links and checkout should stay on the domain claimed in Merchant Center, or on your platform's standard checkout.
9. Disable conflicting apps one at a time if the cart behaves oddly, to find the one causing it.
10. Confirm policies are linked at checkout, including returns and shipping.

If quote-only or call-to-order is genuinely how you sell, those products aren't a good fit for Shopping listings. Remove them from the feed.

How to request a review

When test orders work, go to Products, then Needs attention, and select View setup and policy issues. Find the checkout issue and request a review. You can also use the Review and fix banner if it appears.

Make sure the store is in its normal state while the review runs. Don't switch payment providers or redesign checkout mid-review.

How long it takes

Google says warning-period reviews can take up to 7 days, and account reviews typically take about 7 business days, sometimes longer. Because Google's reviewers test the live site, any intermittent checkout failure can cause a second rejection, so make sure fixes are stable.

Review requests are limited, and repeated failures can mean waiting before you can request again.

How to prevent it

• Place a test order after every theme update, app install or payment change.
• Monitor checkout errors and abandoned carts for sudden spikes.
• Keep your payment provider account in good standing and respond quickly to their verification requests.
• When you add a new target country in Merchant Center, set up its shipping and payment first.

Mercantads can test your checkout the way Google does, fix the blockers and handle the review. Talk to us or see our Merchant Center service. If you're on Shopify, our Shopify Google Ads setup guide covers related setup steps.