HI, can you please send a screenshot or link?

HI, can you please share a screenshot or link to your store?

HI Terri,

Our website (just created this week) is Mooncasterct.com and instagram is mooncasterllc.

We reference CBD as part of our concept, but absolutely no claims to health benefits or treating conditions.

Looking forward to your help.

Thank you

Moon Caster 

HI, thank you for the link. 

There isn't any products for sale on your site.  BUT, your site does fall under the Prohibited Items, Occult Materials.

https://squareup.com/help/us/en/article/5089-prohibited-goods-and-services-with-square-point-of-sale

reply from Square Support on different discussion

https://www.sellercommunity.com/t5/General-Discussion/What-constitutes-quot-occult-materials-quot/m-...

https://squareup.com/help/us/en/article/6386-why-can-t-square-support-all-businesses

This is actually the first that we have heard referenced that the reason we are locked is because of "Occult items."  we do not sell online, and the website is not even a week old.

Two months and $8k later we finally have slight clarity, but we still cant transfer funds.  I appreciate the research and responses.  This is much more information than I have gotten from the "escalation" calls or chats.

What I need now is specifically what steps I need to take to remove the hold on my funds and resolve this issue with square.  The category of "Occult" items is vague and broad, and can be interpreted many ways.  We have made efforts that we consider above and beyond at trying to comply with Squares stipulations. We are trying to do the right thing here, and are being punished by having our funds held hostage.

Please help.

Hello @MoonCaster,

Thank you for reaching out, sorry to hear about this predicament you are in. I know these holds on the account are super disruptive to business operations! I would make sure that you do not have any medical claims on any products, make sure these claims are removed from your website, and if you have any social media that too. The hold will remain on the account until everything is removed. 

Hello Mayap,

Thank you for the response. We have removed any and all potential claims of any benefits from CBD from the website and all social media.  We have also removed any reference to so called Occult claims from all web presence, as best we can tell.  The only referee get back from this escalation team is a reference to our CBD vendors website.  We do not show their link or information anywhere, and we are not able to change our vendors web presence.  There has been no other communication from this escalation team regardless of numerous attempts on our end.  Like I mentioned before, we are absolutely trying to abide by Square’s guidelines.  We are seriously considering taking our business to another point of sale.  This has been more than disruptive.

I appreciate any information you may be able to provide.

thanks

Hello there @lavapaws 

I know how complicated and frustrating the CBD approval process is at Square. To be completely transparent, it can use some improvement. 

Now, regarding your report on the CBD approval process, I suggest you invite this Seller that is having this experience to the Seller Community. That way, we can take a closer look into this situation.