I have money on hold but PayPal won't release it.

[ArmyDogg]

I have money on hold, per the instructions to get my money sooner I used the PayPal shipping partner Ship Station so PayPal can track the package by tracking number and know when the package was delivered. On the site it still shows the package as shipped and it was delivered on the 7th. I called and PayPal and they confirmed it was delivered on the 7th but can't release the funds until the customer goes on PayPal and confirms it was delivered. If you look in the help section on how to get your money sooner, it says:

You can help to release the eligible payments by following one of the below steps:

Add Tracking. Use one of our approved shipping carriers and we’ll release the hold 24 hours after the courier confirmed delivery to the buyer’s address. (Done, package delivered Apr 7, 2023)

Update the order status if the held payment is for a service or intangible item (e.g. piano lessons, e-book). You'll get your money 7 days after confirming the order status as Completed. (N/A)

Print USPS or UPS shipping labels with us. We’ll track the item and release the hold 24 hours after the courier confirmed delivery to the buyer’s address. (Printed label through PayPal with Ship Station, Package delivered Apr 7, 2023 confirmed by PayPal agent on phone)

So why is the PayPal rep telling me different, that the customer has to confirm when the other steps were met?

[kernowlass]

@ArmyDogg 

Why not try again and see if you get a call centre agent with a brain cell?

[PayPal_JonK]

Hello @ArmyDogg and @kernowlass,

Thanks for joining the PayPal Community Forum! I'm sorry to hear you've run into some issues with a recent hold releasing when it should have. You're right, normally you shouldn't need to complete all three of those steps to release a payment hold. Since it sounds like you've already completed one of the necessary steps to release a payment hold, I'd recommend reaching out to our Customer Support teams to make sure the hold you're experiencing can be released with those steps. If you prefer, instead of contacting via phone, you can contact them via Twitter direct message or Facebook instant message. 

Good luck with this and future transactions!

 - Jon K