Hi JohnHeard,
Thanks for asking your question here.
I see that Sharpiemarker has already tried to help.
I think that the help desk might have misunderstood the issue, If you do not see the Payment in your PayPal balance it means that you did not receive the payment.
If you are sure that the buyer sent it to the correct email address I would advise contacting us so we can help you review this.
If you go to the 'Help & contact' us link at the bottom of each page you can find our contact details.
Dian
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