: How to contact Google support for removal of restaurant "place an order" links? Last week, Google rolled out a new feature on Google mobile search that presumably added convenience to the consumer
Last week, Google rolled out a new feature on Google mobile search that presumably added convenience to the consumer by providing a "Place an Order" link on individual restaurant business listings. The announcement of this feature was made by Jade W here: Google Product Forums: Place an order from Google Search.
While this may be mildly convenient to a restaurant consumer, it is a considerably different situation for the restaurants, who have absolutely no control over where this "Place an Order" link directs to. These link direct customers to hub pages that cost restaurants around 15-25% commission per order. Many restaurants work with less predatory, non-hub partners who offer a more affordable solution and integrate it with their primary website. Of course they are forced to stay with the hubs because they cannot risk losing business from the loyal consumers of those hubs. This does NOT mean that restaurants are happy to have Google redirect traffic away from the affordable channel (their own website) to the expensive channels (the hubs) using the restaurants very own web presence/business listing.
We are an agency that manages hundreds of restaurants web listings and we have already received dozens of complaints from restaurants who falsely believe we are responsible for these new action links.
While I'd love to get into the exploitative business nature of this feature, the more outrageous issue at this point is the fact that Jade W clearly states in her announcement that restaurants can request removal of this new action link ("Merchants can reach out to our merchant support (HC link) and our support staff will assist in removing the action link from their business listing."). However, we've reached out to support several times now, and nobody seems to have the slightest clue what were talking about. They can’t even figure out how to view the “Place an Order” link I’m referring to - I actually had to send a screenshot of the link to the last support rep I spoke with because they didn't understand what I meant by "mobile".
Is anyone aware of a reliable channel in which we can speak to a competent support agent at Google?
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Once you have clicked that Google Support link, select:
Business information and edits
Other problem
Email
This will put you in touch with a specialist from the Google My Business team who manage business listings on Google Search. And then from there specify in your email message the list of businesses for which you need the action links removing and it may be worth explaining to them why they are being removed.
Unfortunately unless the business listings for your customers are setup and managed from within your Google account, it is likely they will not take any action unless they hear directly from the business owners or the account holder who originally setup the business listings, therefore if they're not managed from your account, the first step to resolving this might be to try and get control of the business listings under your agency's Google account.
They have so many products, services and teams that it may really help you to use Google's terminology when trying to explain your issue. What you're asking for is to have "Place an Order" links removed from restaurant local business listings on Google Search Mobile.
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