ko-fi page linked to Paypal; donation hasnt gone through but Paypal says otherwise

[mrsngmarqt]

I'm a small twitch streamer with a ko-fi page linked to my Paypal. Someone donated through my ko-fi but it says on their end that the transaction hasn't gone through and they are waiting for a shipment confirmation thing despite PayPal saying the funds have indeed arrived but is being kept on hold. How do I go about resolving this for both parties?

[PayPal_paula]

Hi @mrsngmarqt and welcome, 

It sounds like the payment you received was sent as a goods and services payment instead of a donation. Are you able to see the payment on hold in your account? If so then click on details of the transaction and it will give you more information. For more information on payment holds and how to get your funds released please click here. 

I hope this helps, 

Paula