Jumpstart reserve on industry award winning software company. Why?

[mary12343]

We have not used PayPal in the past years. Have had an account since 2001.

A customer recently requested to pay through PayPal and we obliged. Now we can not receive payment ($15K USD) from PayPal for the software licenses and 7x24 product support due to a Jumpstart reserve. Bizarre.

The customer paid PayPal 30 days ago, provided PayPal with the positive feedback they requested and customer is great to work with.

However we have not received payment from PayPal (due to Jumpstart reserve) for the software licenses, current and future 7x24 customer support, current and future product training, future product enhancements, future security fixes if they arise in embedded 3rd party software, etc. 

99.9% of our corporate top 1,000 customers pay by wire transfer. We were trying to accommodate a customer request and now we cannot receive payment. How do we resolve this dilemma so that we can receive this payment from PayPal ASAP since PayPal received the customer payment 30 days ago.

[sharpiemarker]

@mary12343 

The why and what of account reserves.

Account Reserves FAQs

Your account should also have more specific details/terms of your particular type of reserve.

[mary12343]

Last time we used PayPal was perhaps in 2004. Our corporate web site has never mentioned PayPal (no reason to) as a method of obtaining payment for our software product that is sold to large corporations. 99.99% of our corporate sales are paid with a bank wire transfer made directly to our company from the purchasing corporation.

Why would PayPal place a 6 month Jumpstart Reserve on this $15,000 payment thereby resulting in our corporation not receiving the $15,000 customer payment for corporate software for 6 months? Very strange.

One would think PayPal would be happy for corporations to use PayPal for infrequent $15,000 to $30,000 payments (e.g. every one or two years) for corporate software purchases (when the corporate customer has requested to use PayPal) since these payments large dollar amount are quite profitable to PayPal.

How can we receive the $15,000 payment now (rather than 6 months from now) made to PayPal by our corporate customer on November 2, 2022 (over 40 days ago)?