Personal Account Transaction on Hold for "Provide more info about what you sold"

[calumgeorgia]

Hello.  My first incoming transaction is on hold, and I'm supposed to explain the product or service, but it's personal not business.

Provide more info about what you sold and you can get your funds as quickly as one day after delivery.

• Product.   Shipped or planning to ship
• Service or virtual product.  Doesn’t need or not planning to ship

My PayPal account says "Type: Personal" which is correct as it will not be used for business.

When I try the resolution center it says:

We're sorry, it looks like something went wrong on our end.

Please try reporting the transaction again.

I tried many times.  If anyone has had a similar problem and knows what to do, please let me know.

Else I'll call the phone number at €0.90 per minute which seems high for customer support.

[sharpiemarker · Accepted solution]

@calumgeorgia 

It looks like you were trying to report the transaction in the resolution center. Why? Or are you being asked to upload this information at the Resolution Center?

See if you can do the steps below to release money:

1. Go to your Activity. 
2. Find the transaction you would like to update, then click Get your money. 
3. If you received payment that does not require shipping (ie. personal payment, delivered in person), sold an intangible item or service, select Service or virtual product to confirm order status. 
4. Click Submit. 

You'll get your money 7 days after confirming the order status as Completed.

If you do not see “Get your money” option:

1. Click the transaction.

2. Click Add Tracking info

3. Select Order Processed or Completed from the Order Status menu.

4. Click Submit.

Afterwards, you may optionally ask sender to ‘confirm receipt’ after 48 hrs of updating tracking or confirming order status, here’s how:

1. Click Activity at the top of the page.
2. Find and click the original payment for the item.
3. Click Confirm receipt.
4. Click Yes to confirm that you received the order.

***Not all purchases require receipt confirmation.

This hold happens if:

- sender forgot send money as friends and family

- friends and family option not available for the sender to use

- your account is new at receiving goods and services payments

- haven’t received payments in a long time or unusual activity for your account

- because PayPal detects high value or highly risky transactions

- change in products/services being sold

- received numerous complaints, disputes from customers or other users

[calumgeorgia]

Hi @sharpiemarker I did what you suggested and it has been updated to "You have successfully updated order information. You’ll get your money within 7 days of verification".

Thanks for your advice.

I am very disturbed though because it feels like I lied about a financial transaction.  There was no "friends and family" option for the sender.  But there was no service delivery so now it's a dishonest transaction.  I will look into this some more!

Calum

[sharpiemarker]

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@calumgeorgia wrote:

Hi @sharpiemarker I did what you suggested and it has been updated to "You have successfully updated order information. You’ll get your money within 7 days of verification".

Thanks for your advice.

I am very disturbed though because it feels like I lied about a financial transaction.  There was no "friends and family" option for the sender.  But there was no service delivery so now it's a dishonest transaction.  I will look into this some more!

Calum

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You’re welcome. Yeah, I see your point but it is PayPal not providing the f&f option to all countries so we gotta make-do or wait 21 days for PayPal to make the money available. If you called customer service, it’s what they will advise to do to get the money sooner.

In 48 hrs, ask sender to confirm receipt to release the money. If sender is friends and family, it shouldn’t be a problem for them to confirm.