Understand a payment dispute and where to get help

A payment dispute concerns a payment being challenged. It is different from a refund request you submit through My Purchases. The two processes can affect the same purchase, so tell support if a dispute is already involved.

If you are the buyer

Check the order and any refund status before taking another action. TrekGuider may pause refund processing while a payment dispute for that order is being resolved.

If you see that notice, contact support about the existing payment. Include the order reference, product, payment date, and the message shown. Explain whether you have already raised the issue with your payment provider. Do not submit repeated refund requests or buy the product again to work around the notice.

For a problem with a product that has no dispute, start with the available Request Refund or support action on the order.

If you are the seller

Open Balance & Payouts. The On hold explanation can show an amount held until a payment dispute is resolved. The outcome determines whether those funds are released, so it is not the same as an ordinary sale hold.

If Withdraw Funds is available, read the notice above the form as well. If you cannot open it, check the balance explanation and any account notice. Check the affected account status rather than treating a completed sale as a guaranteed payout.

Ask about the specific record

A useful support message identifies the order or withdrawal, states what changed, and includes a screenshot of the visible notice with private information removed. Keep card numbers, account credentials, and verification documents out of ordinary messages.

Read about refund review, held earnings, or contacting support.