How can I update an order for money received for something that isn't tangible?

[MilkyPud]

I'm a streamer on Twitch, and recently someone kindly donated £20 to me via PayPal, however, now the money is on hold and I'm unable to update the order to say that they haven't ordered a physical product from me, it only has the option to add tracking to the order.  Does anyone know if this is a case of I'll just have to wait the 21 days because it's the first transaction?  Or will this be an issue every time?

[kernowlass · Accepted solution]

@MilkyPud 

With payments received for tangible goods Paypal would request valid tracking information confirming the item has been delivered to the buyer. As they can validate the tracking information online, once it is delivered they can release the funds. IF you have received the funds for a service / virtual or digital sale OR no tracking number is applicable Paypal would be unable to release the funds any sooner than 21 days.

HOWEVER if you mark the transaction as processed then the buyer may have the option on their account to mark the transaction as delivery/satisfied. If the buyer confirms this by clicking on the "Confirm Receipt" button, the funds may be released to you sooner ie 7 days after the buyer verifies receipt. This is not always available or guaranteed. 
If not then sadly its 21 days.

https://www.paypal.com/uk/smarthelp/article/why-is-my-payment-on-hold-or-unavailable-faq1987

[MilkyPud]

Thanks!  Frustrating for me but oh well, at least the money is safe with PayPal.  Thanks for your help!