Need help to stop my account from deactivation

[Jahworksfarm]

I have been going through square information requests for about 2 months asking for updated coas.  I sent ALL coas plus a few more and am still being deactivated.  All are 3rd party, compliant in thc delta 9 and less then 18 months old. (The only requirements).  How can I stop deactivation?   I can get no clear answer on what COA or products are being scrutinized so I can attempt to correct it.  I have escalated 4 incidents and never hear back.  I have sent emails and called and get zero information as to what exactly is needed to continue to stay active with square for payment processing.  How can you get in direct contact with the CBD department for a clear answer on what is going on?  

[TheRealChipA]

Hi there @Jahworksfarm.  We here in the seller community can not really help you on this.  There is no direct line to CBD (or, really, any) department.  I’m not being flippant here, but if you have provided everything they asked for and they are still not satisfied, there is probably nothing you can do.  I will do this, however.  I’m going to tag some Community moderators who can hopefully check with the right folks and help you either resolve this or move on to someone else who might be able to help you.  Sorry I can’t be more helpful.

@_Violet @Kassi_ @Breffni @RobynR @Katie_SQ @Sammie_C 

[Jahworksfarm]

This is the main problem. Not one person can get in contact with the cbd department. Yet I pay 8.8% in fees to be a part of it.  This comes off as fraudulent on my opinion.  I have invested hours and hours going in circles with customer service on the phone, email and messages.  I can not get ANY response or clarity so I can continue to stay in business.  

  I have been apart of it for four years and have had ZERO charge backs.  We are a farm.  

 At this point I am on here to leave a public record for others.  Square will cancel your business for no reason and can not clarify why. And when you ask for clarification and to speak with whoever makes the decision you are asked to hang up and will just be told they are "escalating" the case and will email back.  Email will never come and you will lose more time to save your business 

[TheRealChipA]

@Jahworksfarm.  Understood.  Sorry I tried to help by tagging others who might be able to help.  It’s obvious from your reply that you don’t want that, so I’ll just message the moderators I tagged and let them know you aren’t interested.  That way, this post can just be what you meant it to be — a place to complain and nothing more.

Good luck in your search for a different card processor.  I’m going to unsubscribe from this thread, now.

[Jahworksfarm]

Wow ,  I am sorry you really misunderstood.  Why remove moderators that might be able to help?  

 Frustrations are what they are but is this not the seller community where we post questions and try to get help?.  I posted here because I saw numerous other posts that were similar to what is going on and a lot were corrected and helped.  You personally told me you could not help, that is fine. But why remove others who could have actually helped.  It's counterintuitive to responding with the intention of helping someone 

[_Violet · Accepted solution]

Hi @Jahworksfarm - I'm sorry to hear that this issue with your account has brought you to the Seller Community. Firstly, I want to assure you that we take these matters very seriously. I apologize for the inconvenience and stress this has caused you and your business.

With that being said, here are a few general steps you can take:

1. Continue working with our Support Team: While you mentioned that you have already reached out, we recommend continuing to work with our support team. Here in the Seller Community, we're unable to view your account or provide account-specific details, as this is a public forum. So we don't have the visibility to see what's causing the holdup from our perspective.

2. Documentation: Make sure you have all your documentation in order, including sufficient Certificates of Analysis (COAs) or any other information previously requested. This will help expedite the review process. COAs need to be dated within the last 18 months and need to include all hemp items in your inventory.

3. Remove Health Claims: Claims that CBD and/or derivatives of CBD may be used to cure, treat, or aide in health conditions such as inflammation, depression, PTSD, ADHD, cancer, or any other conditions are not allowed. All health claims must be removed from your web presence prior to appeal consideration. I also encourage you to visit Square's CBD Program FAQ page > Medical Claims > "What can I say, or not say, about my CBD products?"

4. Manager Escalation: Request to escalate your case to a manager. While the CBD department operates separately, our support team should be able to facilitate communication on your behalf.

I hope this information is helpful but please do let me know if you have any additional questions.