Hi, a customer opened up a Dispute on a transaction and the money they sent is now in the "Held" status. How am I supposed to issue a refund, if I don't have access to the money he sent me? My balance is now negative because of this, and it asks me to top up the balance to issue it. Why? Wasn't the money already taken back when it went to the "held" status?
Thanks for your post, and welcome to the Community! I'm sorry to hear you're experiencing some trouble with a dispute. Generally when a dispute is opened, the funds may be set aside on hold while the dispute is being reviewed. With that being said, you do have the option to Issue a Refund with an open dispute to help settle the issue. I hope this information helps!
