open case - products delivered but paypal still hold the amount

[ciciflooring]

Hello all,

I have an open case, 

customer says:

Haven’t received the goods in delivery timeframe, , I would rather cancel the purchase if the goods are not in transit?

later on we replied:

goods shipped and will be delivered 

later on we entered tracking information

goods delivered

We have the delivery of proof in hand which is signed by the customer

there is no option to send online the proof of delivery and the customer dont respond 

How can I solve this problem