Dear Square Team,
I trust this message finds you well. I am writing on behalf of our organization to express some critical concerns that we have regarding recent communications and actions taken by Square, particularly in relation to our account and payment processing.
First and foremost, we have been attempting to engage in a constructive dialogue with Square for the past two months without success. Effective communication is vital for any business relationship, and we are disappointed by the lack of responsiveness we have encountered.
One major point of concern relates to the notifications we have received from Square regarding our platform. Square has raised issues regarding what it claims are direct health claims being made about our products on our website. However, it's essential to clarify that the Florida Department of Agriculture regularly conducts audits of our website to ensure compliance with FDA regulations. According to our legal team, there are no such facets on our website that would violate these regulations.
To address this matter adequately, we kindly request that Square provide us with specific details about what is being detected or considered a violation. This information will assist us in ensuring full compliance with your policies and resolving any potential misunderstandings.
Furthermore, we recently received communication from Square stating that your platform no longer supports HHC (a Hemp cannabinoid) for payments. Square provided a link to an article outlining your terms, but upon a thorough review by both myself and our legal team, we were unable to locate any mention of this policy change in the provided article.
This lack of clarity surrounding policy changes directly impacts our operations and raises concerns about transparency. We kindly request that Square provide us with an updated and accurate policy document or clarify where this policy is explicitly stated. Clear communication of policy changes is vital to ensure we can align our business practices accordingly.
Lastly, we have noticed that our funds have been held by Square, and despite our efforts to communicate and seek resolution, we have encountered non-responsiveness. We want to emphasize that this situation is not sustainable for our business. We sincerely hope that these issues can be resolved promptly, as we prefer to maintain a positive and productive relationship with Square.
However, if we do not receive adequate responses and solutions to our concerns, we may have no choice but to explore alternative payment processing solutions. We sincerely hope it does not come to that point and that we can resolve these issues together.
Time is of the essence in this matter, and we kindly request an urgent response to address these concerns. We value our partnership with Square and hope to continue working together to achieve our mutual goals.
Thank you for your attention to this matter.
