My payment is on hold due to an open dispute, claim or chargeback. Why?
When a dispute, claim or chargeback is open, the funds are held in the seller's account and are not available for use. They cannot be withdrawn and will be considered "disputed" until the dispute, claim or chargeback is resolved. This ensures the funds are available if a refund is needed.
The seller can use the held funds to issue a refund anytime during the dispute by clicking Refund on the Transaction Details page.
Once the dispute, claim or chargeback is resolved, the remaining funds will be released if found in the seller's favour. If the seller is unsuccesful in challenging the dispute, the funds will be refunded to the buyer.
You can view the current status of an open dispute or claim in the Resolution Centre.
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