CBD Program

[HSISean]

I received a request for COA's to enter the CBD seller's program. After adding all of my COA's, I am continually asked for more COA's. I opened a request two weeks ago with Square Support (ref:_00DE0Y7ru._5004W24y4DT:ref) but, no one has gotten back to me. Is there anyone who can assist?

[homeprogreen]

Not really much information to go on and the only ones that can give you an accurate answer would be the compliance team but since I have an account that’s approved for CBD I will attempt to give you an answer. While going thru the approval process for the CBD program the compliance team does a deep crawl thru you business website and social media pages, then they request COA’s on the products they find and the ones you have listed. Once you supply those then they review them and match them up to the products. Based upon the fact that they have made multiple requests my guess would be that they’re seeing products that are listed but you don’t have COA’s for. If I remember correctly it was a 6 to 8 week process before my CBD account was fully approved. Regular Square support isn’t going to be able to help you since you don’t actually have an approved CBD account yet. Nobody in the community is going to be able to provide much help either because it’s not an issue with setting up and using the services. The only ones that can tell you what they need is the compliance team. I am sure this answer isn’t wanted you wanted to hear but it’s all I got. Look carefully thru the emails regarding the CBD program that you’ve received and see if there is a direct contact email address 

[HeliotropeSF]

I have the same problem - and there is literally no one who'll respond to my emails. It's so frustrating, and they make it VERY HARD to contact them directly - just the generic support email, and using chat is a dead-end, since they won't answer the question.

I've been a client for 14 years, you'd think I'd be able to get someone to help me.

[homeprogreen]

The regular support line will escalate your call to the CBD compliance Team. Then the CBD team replies via email within 24 hours ( not counting weekends)

[Summer2024]

Hi there, @HeliotropeSF! 

When submitting your COAs, please make sure that they cover all products sold that contain CBD. Once you have these updated, let us know and we can reach out to the Account Services team.

[HeliotropeSF]

I did exactly that - we sent 5 COA's for our 5 products. still haven't heard back from anyone. thanks for any help you can provide.

[HeliotropeSF]

that would be lovely - but I've waited over two weeks for a reply, even with repeated inquiries 😞

[homeprogreen]

You talked on the phone to regular support and you’ve been waiting 2 weeks for a reply from CBD compliance team? If that’s the case then you need to call support again and get them to escalate it. Someone dropped the ball somewhere