You open your inbox and there it is: your payment account has been closed, or your payouts are on hold. Your webshop can't take orders. And you're the one who has to fix it, between serving customers at the counter.
Take a breath. This happens to health, pharmacy and supplement businesses all the time, and it's usually fixable. Here's what to do, in order.
Step 1: Read the email carefully (twice)
Providers use different words for very different situations:
- "Under review" or "additional information needed": your account isn't closed. They want documents or explanations. Reply quickly and completely.
- "Payouts paused" or "funds on hold": you can't access your money yet, but the account may continue.
- "Account closed" or "we can no longer support your business": the decision is usually final. Focus on getting your money and moving on.
Note any deadlines, and whether they've said how long funds will be held.
Step 2: Understand why it happened
For health businesses, the reason is usually one of these:
- Your products are on their restricted list. Stripe, for example, doesn't support payments for prescription medicines, restricts products containing CBD or THC, and prohibits some nutraceuticals. Automated checks often catch this weeks or months after you signed up.
- Wording on your website that sounds like a medical claim.
- A sudden jump in sales that looks unusual compared to what you declared.
- Too many disputes or refunds in a short period.
If they tell you it's a product category issue, arguing rarely helps. If it's a volume spike or missing documents, a clear, polite reply often does.
Step 3: Secure your money
If funds are held, ask these questions in writing:
- How much is being held, and until when?
- Will the held amount be released automatically, or do I need to do something?
- Will you keep processing refunds and disputes from the held balance?
Providers often keep funds for weeks or months after closing an account, to cover refunds and chargebacks that arrive later. That's frustrating, but normal. Keep records of everything, and keep handling customer refunds properly, because new disputes can extend the hold.
Step 4: Protect your customers and your data
Before your access ends:
- Export your customer and order data, including subscription details.
- If you run subscriptions, ask about moving saved card details to a new provider. Some providers, including Stripe, have a process for transferring card data securely to another compliant provider, so customers don't have to re-enter their cards.
- Tell your regular customers if payment options will change. A short, honest message keeps their trust.
Step 5: Keep selling while you sort it out
Don't let your shop go dark for weeks. Short-term options:
- Switch on bank transfer or instant payment at checkout.
- Take card payments in store if you have a card terminal with a different provider.
- Offer pay-on-pickup for local customers.
These won't replace online card payments forever, but they keep revenue coming in.
Step 6: Choose a provider that actually supports your business
This is the step that stops it happening again. Before you sign with anyone new:
- Tell them exactly what you sell, including the products you think are "borderline". Hiding products only postpones the next closure.
- Ask directly: "Do you already approve businesses like mine?" Look for a clear yes, not "it should be fine."
- Ask about reserves. Some specialist providers keep a small percentage of your sales as a safety buffer (a "rolling reserve"). Know the percentage and when it's released.
- Ask what happens if volume grows. You don't want to be punished for a successful month.
- Set up a backup route. Having two ways to take card payments means one closure never shuts your shop again.
What to have ready for your new provider
- Company registration and owner ID
- Your pharmacy or trade licence, if relevant
- Your website with clear terms, refund policy and contact details
- Your last 3 to 6 months of processing statements
- The closure email from your previous provider (be upfront: most specialists have seen it before)
This article is general information, not legal or financial advice.