wrong images being displayed on Google Shopping

[JenSantarelli]

I tried to contact phone support about this, but they were less than helpful and I'm hoping someone here has a solution or can get me in touch with the right person to fix this. I have nearly 300 pinback buttons listed in my shop and I've noticed that the incorrect image is being displayed in the search results for some of my items on Google Shopping. The listings have the correct images in my account, so I can't figure out how Google is getting the wrong images from Etsy and I'm sure it's hurting my sales because Google seems to be the only way I get traffic to my shop anymore.

For instance, if you search for albania flag pins, my listing shows up about 1/3rd of the way down the page but is showing the image for the Cincinnati pin instead. Similarly, if you search for nebraska flag pins, my listing shows the image for Argentina instead. I've already tried clearing my browser cache and even tried another browser, so it's definitely an issue of Google grabbing the wrong image from Etsy (or Etsy serving the wrong image to Google). My shop URL is https://www.etsy.com/shop/JenSantarelli

Thanks in advance for any help / suggestions you may have!

- Jen

[JJewellerySuppliesUK]

It seems nobody on the forum has any ideas so I would do a general Google search of your issue as I am sure others have experienced something similar.  

Have you ever "recycled" listings?  Google can sometimes hold onto the original image if you have.  

[JenSantarelli]

I have made copies of listings to create new ones in the past, but they are all over a year old so I would think any unused images still attached to the listing would have dropped off by now. Most of my listings have a ton of favorites, so recreating the listings from scratch isn't an option. (I also don't change info on existing listings for a new item because I don't want prospective customers to end up with favorites they didn't really want.) Plus, we're talking about nearly 300 listings and I don't have time to search each one on Google Shopping to see how widespread the issue is, let alone recreate that many. If I have to do that, I'll be doing it somewhere else.

I'm not opposed to using search engine to look for a solution, but the fees we pay to Etsy should cover support for issues like this so that we can find solutions in a more timely manner. Posting here is actually my last resort since I couldn't get help through regular support channels.

[cindylouwho2]

I can also see this issue, and it is the first time I have ever seen this with Etsy in Google Shopping. 

Definitely open a ticket. https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_sell_offsite_ads-contact_select 

[JenSantarelli]

Thank you for confirming that you are seeing it on your end too! I tested a few other listings and found something even weirder... if you search for nonbinary flag pins Etsy, there is an ad that Etsy is running on those search terms for my listing and the image for the ad is correct. However, the image for the listing down in the results lower down is for a different pin.

I'll try e-mailing them next... maybe 3rd time's a charm!

[ArtDollsbyJD]

Is the listing a copy of an earlier used.  It is possible since the listing ad is correct that the listing used in Google shopping is correct but using a previous image attached to the listing.

The question is who is actually in charge of Google shopping listings.  Etsy or Google.  The ads are given to Google.  Is it a problem with Google?

I don't know. 

[JeanieBeGoods]

Often when I view my site, or an Etsy page with search results, I will move a cursor over an image and it will be replaced by another image on the same page. The texts and links do not change, and once the image is changed, it tends to stay incorrect until the page is refreshed. It happens a lot to me (current vanilla Mac & Safari), but Safari is on the list of supported browsers. I have just started looking through these comments, but will probably file another ticket. But you're not alone.

[FeltWithAHeart]

@JeanieBeGoods I've had the same thing once in a while on my own page and sometimes in other shops I'm looking at. I usually use Chrome on a Mac, and have to refresh to get it to correct itself.

[JenSantarelli]

I've checked other browsers and even had other people check on different computers, but they get the same result. I think what you are describing is a browser cache issue, but that's definitely not the case here. Either Etsy is feeding the wrong images to Google or Google somehow messed up when indexing the page.

[BeautifulEarthGems]

I’m having the same problem when using Safari but it’s also using other shops images on my listings in the main searches. If I copy my listings to save time I use a similar item. My photos are showing completely different items and some are from my other listings but they do not match. I. Called Etsy support and sent videos of what was happening and I have not heard back yet. My sales are way down most likely due to buyer confusion? Or one of all the other questions about why sales dropped so much. I am sad about this and relieved to know it’s not just an issue with my shop. It is a real issue though when they are showing other shops items on my listings and causing so much confusion for buyers who will probably just shop elsewhere. 

[JenSantarelli]

I haven't had them show images from another shop - that's even worse than what I'm dealing with. I'm so sorry that is happening to you.

I would think that Etsy is a big enough company that they would have a contact at Google who could help them fix this. My fear is that people are seeing the wrong images on my listings and going elsewhere as well. It would definitely be in Etsy's best interest to address this since they are missing out on their cut from the items we could be selling.