AI Overview Showing Wrong Information About My Business: Shipping, Brand and Supplier Mix-ups

A shopper emails to ask why you “only ship to the US” when you ship to several countries. Or you search your store name and Google’s AI answer names your supplier, a brand you don’t sell, or a site that isn’t yours. If an AI Overview is showing wrong information about your business, Google’s own help page is blunt about it: AI Overviews can and will make mistakes. (Google Search Help: AI Overviews).

There is no edit button. What you can do is find where the wrong fact comes from, correct each source you control, and report the answer. Here is how, and what Google doesn’t promise.

Why is the AI Overview showing wrong information about my business?

An AI Overview isn’t a page about you. Google says its AI features may use a technique of issuing multiple related searches across subtopics and data sources to build one answer (Google Search Central: AI features and your website). So the answer can stitch together your pages, other sites and Google’s own data. If any of those disagree, it can pick the wrong one.

The same page lists the basics Google says still matter for these features, including Checking that your Merchant Center and Business Profile information is up-to-date. Our reading: Google expects the facts about your business to agree across your website, Merchant Center and, if you have one, your Business Profile.

In our reading, store mix-ups start in five places: your own pages, your supplier’s pages and text, marketplaces and old listings, businesses with similar names, and store facts your platform writes for AI shopping assistants (Shopify’s is below).

Which mix-ups do store owners see, and where do they come from?

What the answer gets wrong	Where it often comes from (our reading)	Where to correct it
Shipping countries, costs or times	An outdated shipping page or banner; marketplace listings; platform shipping settings	Shipping policy page, theme text, store shipping settings, Merchant Center shipping settings
Returns window or refund method	A FAQ or product page that disagrees with the policy; old reviews; marketplace listings	Returns policy page, FAQ, Merchant Center return settings
Brand you sell, or the brand behind your store	Similar names; copied supplier text; missing brand details	About page, product data, Organization markup on your homepage
Supplier’s name, address or website	A supplier address in your policies or footer; supplier pages for the same products	Policies, footer, contact page, product descriptions
“Scam” or trust warnings	Third-party review sites, forum posts, old complaints	The source sites where you can, then report the answer

How do I correct each source?

Work from the sources you control outward, and note the date of each change.

1. Find the source. Search the question a shopper would ask (“[your store] shipping to Canada”, “who owns [your store]”). Open the links shown beside the AI Overview and find the sentence that matches the wrong fact.
2. Fix your own pages first. One shipping policy, one returns policy, and no other page that contradicts them: FAQ, product pages, announcement bars, popups, footer. Remove a supplier’s name or address unless it’s really yours to show. Use the same business name everywhere.
3. Check your homepage markup. Google says Adding organization structured data to your home page can help Google better understand your organization’s administrative details and disambiguate your organization in search results. And for stores: If you’re a merchant, you can influence more details in your merchant knowledge panel and brand profile, such as return policy, address, and contact information. (Google Search Central: Organization structured data). Shipping and return policies can be marked up there too, or set in Merchant Center instead, as Google’s shipping policy markup guide suggests if markup is hard to keep current.
4. Check Merchant Center. Under Settings → Business info, your business name, address and customer service details should match your website (Google: Add your business information). Google says it shows this information to people who view your products. Then check your shipping and return settings against your policy pages. Our post on your Merchant Center business address covers what to enter if you sell from home.
5. Check your Business Profile, if you can have one. Many online stores can’t: To qualify for a Business Profile on Google, a business must make in-person contact with customers during its stated hours. (Google: Business Profile policies). If you do have one, Google says You can edit your verified Business Profile on Google to keep your business info accurate and up to date. If a profile you don’t own is wrong, the same page explains how to suggest an edit. Note that We review your changes before we update them live on your profile. (Google: Edit your Business Profile).
6. Fix what you can outside your site. Update your marketplace listings to match your policies, and ask directories that list old details to change them. You can’t edit a supplier’s site or a review site, but you can stop your own pages from repeating their details.
7. Ask Google to recrawl the pages you changed. In Search Console, use the URL Inspection tool on each changed page. Google says Crawling can take anywhere from a few days to a few weeks. and Requesting a crawl does not guarantee that inclusion in search results will happen instantly or even at all. (Google Search Central: Ask Google to recrawl your URLs).

If the mix-up is about who runs your store, our guide to fixing a business information mismatch goes through the name, address and phone details that should match everywhere.

How do I report a wrong AI Overview to Google?

Google’s help page asks you to Send feedback to Google if something doesn’t look right. The steps it gives (Google Search Help: AI Overviews):

1. At the bottom of the AI Overview, select the thumbs-down icon. (You can also use the three-dot menu at the top right of the overview.)
2. To tell us more, click Report a problem and choose the category that best describes your issue.
3. Add details in the text field. Say what’s wrong and what’s true, and name the page on your site that states it.
4. Select Submit.

Google notes that The feedback you submit includes your most recent search query and its search results. So report it from the search that shows the wrong answer.

If the answer goes beyond a mistake, for example something you believe is defamatory, Google has a separate legal removal process. Its page says Before creating a request, try to flag the content in the relevant product. (Google: Report content for legal reasons). For legal questions, talk to a lawyer.

What can’t you control?

• Whether the answer changes. Google’s help page says feedback helps it improve AI Overviews. It doesn’t say a report will change a specific answer.
• How fast. Google doesn’t say how long an AI Overview takes to reflect a corrected page. Crawling alone can take days to weeks.
• What other sites say. You can’t edit a supplier’s site, a review site or a forum.
• Hiding your site doesn’t remove the wrong fact. Search Console now has a Search generative AI control. Google says As of August 31, 2026, we’ve rolled out this control to all websites worldwide. But excluding your site also removes your correct pages, and Google adds: Content from other sites will still be available in those features, and it may appear similar to yours. (Google: Search generative AI control). Our reading: when the wrong fact comes from someone else’s page, excluding yours leaves that page as the main source.

On Shopify, WooCommerce and other platforms

Shopify

• Shipping: check Settings → Shipping and delivery against your shipping policy. Theme text such as announcement bars and product page blocks often still states an old offer.
• Policies: Settings → Policies, and any extra policy pages under Online Store → Pages. Make sure they don’t contradict each other.
• Shopify Knowledge Base app: if you installed it, it shows the store facts Shopify generates for AI shopping assistants. Shopify says This information acts as a data source that AI agents can use to generate responses. and that the facts come partly from your shipping and delivery settings, including what countries you ship to (Shopify Help: Managing your store FAQs). Its advice for a wrong generated fact: Update your store’s source information if the generated content needs improvement. For a generated FAQ, open it under Apps → Knowledge Base, select Override next to its source and edit the answer. Shopify notes these FAQs are not shown on your storefront and don’t change how often your store appears in AI results.

WooCommerce

• Shipping: compare WooCommerce → Settings → Shipping (your zones) with your shipping policy page.
• Policies: check the refund and shipping pages, plus any FAQ or product tabs added by plugins or your theme.
• Markup: if an SEO plugin adds your organization details to the homepage, check the business name, logo and links it outputs.

Other platforms

On Wix, Squarespace, BigCommerce or a custom site, the same checks apply: one shipping policy, one returns policy, the same business name and contact details in the footer, contact page and Merchant Center, and homepage markup that names your business, not your supplier.

Our free store check reads your shipping and refund policy pages and your contact details the way a visitor sees them, and checks whether your product pages carry Product structured data. It doesn’t read AI answers.

What we see in real cases

Paraphrased from store owners’ posts in Shopify’s, Google’s and WordPress’s communities and app reviews before this post:

• A Shopify merchant spent hours in the Knowledge Base app and found the generated answers named the wrong brands and claimed worldwide shipping for a store that ships to two countries.
• A reseller found Google’s AI-generated description of their website showed details from one of their suppliers instead.
• A site owner asked how to correct Google’s AI calling their site a scam. They had filed a correction request; the thread doesn’t show the outcome.
• A WordPress site owner asked whether an AI-crawler blocking plugin could keep their site out of Google’s AI Overviews; the question wasn’t resolved. A store owner asked Google for an opt-out in Search Console before the control above reached every site.
• An online-only store asked how to get a Business Profile verified, unsure how it differs from the business details in Merchant Center.
• When a vendor asked a Shopify forum whether anyone had seen an AI assistant state a store’s return or shipping policy wrongly, nobody in the thread described a case. Our reading: most store owners don’t check.

For the other side of this topic, what your product pages and Merchant Center need for Google’s AI features, see AI Overviews and AI Mode: what your product pages and Merchant Center need.

Update, 28 October 2026: Since this post was published, Shopify moved these facts into the admin. Its changelog of 26 October 2026 says Knowledge base now lives at Sales channels → Agentic → Knowledge base, and It replaces the standalone Knowledge Base app, which will no longer be available after January 15, 2027. It adds: Nothing Shopify drafted reaches AI agents until you publish it. (Shopify changelog: Knowledge base is now built into your admin). Review it the same way: compare each fact with your policies before you publish it. New cases since then: a merchant said the app answered from Shopify settings rather than their real policies, and a brand owner reported an AI Overview for their exact brand name showing a competitor’s product images and the wrong website.

FAQ

Can I edit what Google’s AI Overview says about my business?

No. Google offers no way to edit an AI Overview. You can correct the pages and profiles it draws on, and send feedback with Report a problem, but Google doesn’t say whether or when the answer will change.

How long does an AI Overview take to change after I fix my site?

Google doesn’t say for AI Overviews. For crawling in general, its recrawl page says “Crawling can take anywhere from a few days to a few weeks,” and Google can only use your fix after it has crawled the page again.

Should I exclude my site from AI Overviews to stop the wrong answer?

Our reading: usually not. Google says that when you exclude your site, content from other sites “may appear similar to yours,” so the wrong source can stay in the answer while your correct pages drop out of it.

Why does the AI Overview show my supplier’s name or address?

Our reading: the answer found your supplier’s details next to your store or products, for example in a policy that names the supplier’s warehouse, in copied product text, or on the supplier’s own pages. Correct the pages you control and use one business name and address everywhere.

Does a wrong AI Overview affect my Merchant Center account?

Google doesn’t say it does. But the mismatches that confuse an AI answer, such as two business names or a supplier’s address in your policies, are the same details Merchant Center asks you to keep accurate and consistent.