My payment is on hold due to an open dispute, claim, or chargeback. Why?
When a dispute, claim (PayPal) or chargeback (card administrator) is opened by a buyer, the balance will be withheld until the completion of the case created.
The funds can’t be withdrawn and will be considered disputed until the dispute, claim or chargeback is resolved. This guarantees that the funds will be available if it is necessary to refund the payment.
The seller may use these funds to issue a refund at any time during the dispute using the Refund link on the Transaction Details page.
Once the dispute, claim or chargeback is resolved, the funds will be released if the seller wins the case.
You can view the current status of an open dispute or claim in the Resolution Center by logging into your account.