We had a large payment received via our website which is all PayPal payment gateway, which we personally thought was strange. We escalated to paypal via live chat so they could check it to be 100% as we didn't want unnecessary chargebacks etc. The response from PayPal was: Upon checking the account, I see that on Jan 1st you received a payment "transaction ID from "Customer Name" for £10,000+ shows pending. The shipping address provided on this payment shows as ‘’customer address''. The email address ‘’customer email''. Hence you can go ahead and ship the items to this address which is provided on the payment and not to any other address. 1 day later. PayPal permanently limits the account and freezes all funds for 180 days, after telling us to process the order.... because we raised a concern? I have provided months worth of transactions/invoices along with ID, major global brands that list us as a seller of their products, these companies are multi billion dollar businesses that we have worked on for years. However, we did not process this order for the customer and were going to refund the funds back to them after adding in a few of our own security measures regarding who can payments and how much. Our customer now has no products and their 5-figure payment is now held by PayPal for 180 days. I understand that personally we don't have those funds to refund as they are on hold, but for our customer, this must be exceptionally frustrating that that amount of funds cant be returned? How can that payment from them be refunded at all? The account limitation isn't an issue, horror stories all over the internet of this and not releasing funds even after 180 days anyway. Just the customer being able to receive funds is the important matter. Thanks
