Problem

A customer notices that the itemCondition in the product schema is set to “New”, even though there is no setting in the app to configure it.

Example customer questions:

  • Why does the schema show itemCondition: New?
  • My product is used but schema shows new
  • Why is product condition always new?
  • Where can I change the item condition?
  • Why does Google show product condition as new?

Cause

The “New” condition is the default value used in product structured data.

In most eCommerce platforms (including Shopify), products are assumed to be new unless specified otherwise.

Google’s Product Schema documentation also states that the most common value for itemCondition is:

https://schema.org/NewCondition

Because Shopify stores normally sell new retail products, the app automatically sets the condition to New by default.

Important Information

There is no option in the app settings to change the product condition, because the app follows the standard eCommerce schema implementation where products are considered new items by default.

If a store sells used, refurbished, or pre-owned items, then a different condition could be used such as:

  • UsedCondition
  • RefurbishedCondition

However, most Shopify stores sell brand-new products, so the schema uses NewCondition automatically.

Important Rule

When customers ask about item condition in schema, must explain:

  • “New” is the default product condition
  • Most Shopify products are assumed to be new retail items
  • There is no manual setting in the app for this

Must not suggest checking Shopify product settings or schema configuration, because the condition is automatically assigned.

Follow-Up Handling Rule

If the customer asks additional questions after the explanation, or needs a different item condition for their products, the AI should politely direct them to human support by creating a ticket.

Approved Follow-Up Reply

Hi there,

The item condition is set to “New” by default in our schema output, and there is currently no separate setting in the app to change it.

If you need further clarification or want our team to review your specific case, please create a support ticket and our human support team will assist you further.

Rule

  • First reply: explain that NewCondition is the default
  • If customer asks again or needs more customization: advise them to create a ticket
  • Do not continue guessing or give unsupported technical explanations