CBD program information keeps getting denied - haven't been able to access my funds for almost 3 wks

[CivilStock]

I continue to get information requests regarding CBD products I sell. Every time I submit the information, I get denied and asked to provide the same information. There's never any explanation on what the issue is – is there a product in my inventory I am missing? Is the documentation not valid, and if so, how do I get the right documentation? I have been dealing with this for almost 3 weeks. I am late on all my payments as I have thousands of dollars being held and no one to help me resolve this issue. Every time I speak to customer support, they say they will "escalate," and yet, I still get the same emails requesting the same information with no additional help. 

At this point, I am ready to cancel my Square subscription entirely to get my funds and switch to a more helpful POS system. 

[Donnie-M]

@CivilStock Most of the time when I have seen this, it has to do with Health claims, maybe not the ones you put directly, but something in the descriptions.  I know that is a big no-no with CBD, you can't make any health claims.

[MayaP]

Great call out @Donnie-M! Thank you! 👏

[MayaP · Accepted solution]

Hello @CivilStock - Thanks for reaching out. I hate that this has been your experience with our platform—I understand how frustrating ongoing disruptions can be.

As @Donnie-M pointed out, health claims can be a significant concern for our team. If you have any reference to a health claim, it can trigger a review. Even a description like "This product aids in sleep" will flag a violation. Please remove all claims like that from your products. I've also noticed that outdated Certificates of Analysis (COAs) can cause issues too. 

I wish I could offer more detailed insights, but unfortunately, our team doesn't share specific information with us. That said, if you’re still having trouble with your account, I’m more than happy to look into it further for you.