How I got limited for not breaking the TOS

[nk95]

 I run a website at -removed- which sells a peice of computer software by the name of -removed-. PayPal took notice of this since I have accepted PayPal payments for the software on this website.

However, PayPal saw the name of the website, and the name of the software, and assumed it was a wesbite which sells actual vapes as in e-cigarettes, e-juices, etc. So they permenantly limited me.

I have come to this conclusion because every time I e-mail them they refer me to this section of the AUP:

Under the PayPal Acceptable Use Policy, PayPal may not be used in the purchase or sale of narcotics, steroids, certain controlled substances, products that present a risk to consumer safety or drug paraphernalia. PayPal makes such decisions after reviewing laws, regulations and other actions by governmental agencies, other available information, and marketing content related to the product. 
PayPal may not be used for the sale of e-cigarettes, including e-liquids containing nicotine.

The rest of the e-mail is just automated nonsense. I have attempted to explain this to the aup support e-mail and through the web form support but only continue to receive the same responses. I've also tried calling but they say they cant do much.

As far as I can tell I have not violated the acceptable use polciy or the Terms of service, as I do not sell e-cigarettes, but that is what I am limited for.

[DPCreations · Accepted solution]

For using the the word "vape" and similar.  It looks like you need to use different words.

You could call PayPal customer service and ask specifically if you could be cleared to use the words or if you will need to change the words.

As for the automated e-mails, it's quite standard.  I think the email response also indicate to reply tot he email for help.  So, reply to the email and start by expressing your displeasure with the automated response.  Then follow with a very clear explanation of your understanding of the issue and ask if you will be able to clear use of the words or if you will need to change the words.

Do this with the undestanding that you will need to comply with the policy, whatever the decision.

[nk95]

I have been as thorough and extensive as possible in my explanations to them of my understanding of the situation, and I understand how it would be standard for them to reply with an automated response, but every reply is sent with a no reply e-mail so I have to end up creating a new e-mail every time so theres a new person every time, which is probably without any reference to my old e-mails.

I have read the Acceptable use policy and its very clear that they do not allow transactions that

"relate to transactions involving (a) narcotics, steroids, certain controlled substances or other products that present a risk to consumer safety, (b) drug paraphernalia, (c) cigarettes"

which is probably the part that would apply to me, but I dont use paypal to sell any of those things, and I don't think that just because its named something like that it would break the policy. Its most likely just a misunderstanding on the part of whoever inspected my activity. I would be willing to change the name even though I would have to re-brand it, but it seems impossible to get a hold of a human let alone someone that can understand the situation.

[DPCreations]

How did you contact PayPal.  I use the message contact form from the "contact" option for email when logged in.  It asks for a category or problem type and then a chance to describe.

The response will always be automated but gives the option to repsond.  That's the route I take.

[nk95]

I directly e-mailed the aup e-mail as it told me to in the initial e-mail which I received as a notice of my limitation. The direct aup e-mails werent exactly automated but more of a canned response, but regardless they didnt respond in any way to my actual explainations other than "Appeal denied". I have also used the contact form, which actually responded back with more information but its nothing I didnt already know, and they didn't really acknowledge my explaination.