Money on hold while item delivered since tracking isn't updated

[RileyOldfield04]

Hello there everybody. I hope you had an amazing Christmas

I am having a big problem and I really need help. I sold an item on eBay and it went rather well. However, I have been let down by Royal mail and now PayPal as well. I sold a watch and the buyer has openly said it has arrived and even shown me pictures of it and I had to partially refund him as the royal mail broke the item. However, during delivery, royal mail forgot to scan the barcode to update the tracking and so it still says it is in transit. Now i have messaged PayPal themselves and they have said 2 different things. One of them is for the buyer to confirm receipt but the buyer has no such option to do so, and the other thing is that they will forever hold my money until the tracking is updated as they believe it isn't delivered even though the buyer sent proof that it is delivered and royal mail physically can't as they no longer have the item to scan in, so PayPal will never give me my money. Can anyone help me as the buyer has got the product and I'm left with nothing. Please help me. 

[kernowlass]

@RileyOldfield04 

Funds are normally released when tracking shows delivery OR 21 days.

Then claim from Royal Mail for any damage caused.

[RileyOldfield04]

21 days after being marked as dispatched? Or 21 days from the provision of the tracking number itself? As I was asked by paypal a few times to remove and re add the tracking number, so if that has delayed it then that is quite annoying. Thanks for your help and advice Riley

[kernowlass]

@RileyOldfield04 

21 days from when the buyer paid.

[RileyOldfield04]

Well it has been 21 days and still no money.

[kernowlass · Accepted solution]

@RileyOldfield04 

Funds are normally released when any tracking number viewable online shows as delivered to the buyer + 1 day as long as you used one of Paypals supported carriers.

If that has all been complied with correctly then contact c.s. and ask them to release the funds manually for you.

Paypal phones are mostly non operational since covid but sometimes you get lucky.
If there is one available it will show when you click help / contact bottom left of Paypal pages for options available in your country.
Live chat is also randomly available.
Also you have the option to send customer services a message.

Or have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their facebook or twitter pages.
It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.