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My payments will be declined. URGENT help please!

I received an email from payoneer support today but can nor reply them so I couldn't write an answer. It says that payoneer cannot accept payments that were made by sellers on behalf of their customers. My first payment has been approved as a one-time exception however additional payments will be declined. I am an Etsy seller and I sell personalized printable digital files sending via email on Etsy. Please help me and tell what did I wrong. Which section should I select when sending the order request: One time payment and then design work? Is it because of that?