payment on hold even though delivered

[khlghnm]

Hi, i made a sale through Depop a few days ago. I updated the tracking information through Paypal, and the item has been delivered, however, my funds are still on hold. Is the customer meant to declare that they've received the item in order for me to get my funds or...?

[kernowlass]

@khlghnm 

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.

However all fund releases seem to be a tad slow at the moment.

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.

[khlghnm]

Thanks for your swift response. What if the package was delivered via DHL Express, which isn't one of the carriers listed in the dropdown box?

[kernowlass]

@khlghnm 

Then you may have to wait the full 21 days BUT.........try marking the transaction as processed or shipped and then the buyer 'may' have the option to mark the item as delivered so the funds are released earlier. This option is mostly for services or digital goods though so it may not be available.

[khlghnm]

Ah okay that is a bit frustrating as I have provided the tracking information + the carrier used and all it would take is one click to see that the item was successfully delivered. I've asked the merchant to try marking the item as delivered but she doesn't appear to have that option so I don't think it's available. I guess I'll have to wait 21 days, which is honestly super counter-productive, as the only reason most people use platforms like Depop in the first place is to make fast money. Anyways, thank you for all of your help!