When a seller payout may be held

A payout hold protects the order funds while an eligible issue is reviewed. It is not automatically a final decision against the seller.

A hold may be used when

• A paid order has an open cancellation, refund, return or dispute.
• Delivery, authenticity, safety or fulfilment evidence needs review.
• A refund could require reversal of the seller payable amount.
• Staff identifies a material risk that requires a documented decision.

What happens next

• The seller can respond and provide evidence before the deadline.
• If the seller wins, eligible held funds can be released.
• If a buyer refund is approved, the payable amount can be reversed or recovered.

Review seller resolutions