What just happened:
A client payed for a service (software development) by PayPal. For sending, he used a different account than previously.
After receiving the money by PayPal, I immediately ordered transfer to my account at Deutsche Bank Germany.
In quick succession I got three emails. Subjects in German, with translation by me:
"Wir bearbeiten die Überweisung auf Ihr Bankkonto": "We process the transfer to your bank account"
"Benachrichtigung über stornierte Abbuchung": "Notice concerning cancellation of bank transfer"
"Bitte antworten Sie spätestens innerhalb von sieben Tagen bezüglich Fall Nr. ...": "Please reply in no more than seven days concerning case number ..."
In the last email they write:
"Wir vermuten, dass Sie eine Zahlung erhalten haben, die nicht vom PayPal-Kontoinhaber genehmigt wurde.": "We suspect that you received a payment that was not authorized by the account owner."
My PayPal account balance is 0 at the moment: The payment is held by PayPal.
Upon calling, PayPal told me that it is possible that the sender's account got hacked, and that the payment was done against his will. Obviously this is not the case: I am in good contact with the sender, who is my client.
How can both sides prevent problems like this in the future?
By the way, I was on the phone with PayPal for 38 minutes, and they were not able to show me where in the (German) terms&conditions such action is authorized. Not that I dispute that it is in there, I just am disappointed by quality of support. Also I had a hard time understanding the lady: While her German was quite good, she certainly was not a native speaker.