Pending Deactivation

[OneHealth]

Hello,

A few weeks ago we received a notification that we are pending deactivation citing Section 3 of General Terms and Payment Terms. I have reviewed all of the terms and I do not see anything that has been done wrong. I spoke with support and they indicated they cannot escalate this.... We are pending deactivation as of tomorrow. Any thoughts would be appreciated.

For reference we are a community retail pharmacy, thank you!

[Donnie-M]

@OneHealth Let me preface by saying your situation may be unique and I don't have any access to your account.  But I have seen the most common reason for a pharmacy to get the ban hammer is this area

" (8) internet/mail order/telephone order pharmacies or pharmacy referral services (where fulfillment of medication is performed with an internet or telephone consultation, absent a physical visit, including re-importation of pharmaceuticals from foreign countries),"

This is section 3 under payment terms.  If you do any kind of telehealth advertising, linking, or recommendations, then you will run afoul of this section.  You can only do pharma sales if your customers are seeing people in person or you are just getting prescriptions.  You can't even sniff a telehealth thing and use square.  Telehealth is perfectly legal, but square doesn't allow this as a permitted activity same as weapon sales, telemarketing sales, pre-paid phone services etc. 

Hope this helps and you can figure out if you can solve this or if it is a deal breaker.

[OneHealth]

Thank you for your comments.

We are not a internet/mail order/ or telephone pharmacy.

All of our patients come from local physicians, and we are a subsidiary of the medical practice. No medications come from a foreign country either. Hopefully someone from Square can take a look at the account. We also do no advertising, or linking anywhere.

Our patients solely see our providers in-person, then we process prescriptions for them so still at a loss how this happened but appreciate your reply!

[OneHealth]

Anyone have any suggestions or thoughts? Received email that we will be deactivated within 24 hours so seems imminent at this point. Any other comments are welcome. Thanks!

[BernadetteA]

Hi @OneHealth 

Did you receive an email from the Account Services team asking you to provide more details about the business and the goods you sell? It should have contained this link: Square Secure Information Request

Or, did you just receive an email alerting you that the account would be deactivated? 

[Alissiasaidso]

i received the same message today. Someone from square sent me an email stating "you need to address health claims found throughout your web presence" i have no idea what that means and i'm afraid for my employees and customers that have pending orders and appointments. what should i do? i cant have a major disruption like this. 

[Shanti_Wellness]

We’re experiencing the same issue and haven’t been able to get support/answers from the Square team. We’ve been loyal Square customers for over 5 years without any violations, but suddenly received a Section 3 deactivation notice. We haven’t made any updates or changes to our website, yet this notice has put our business at serious risk. It feels like no one cares. Does anyone in the community have recommendations on how we can get help with this issue?

[JayK1]

Unfortunately we are in the same boat as you.  We have also received a deactivation notice citing Section 3 of our agreement.  When we pressed for answers we received an email saying the decision was final, pointing to Sections 12 and 13 of the agreement.  Those paragraphs state Square can cancel our account for ANY reson or no reason at all. I have yet to actually talk with a human being at Square.  This is very bad for our business.  Does anyone know about moving your website off of Square?