Receiving money from paypal

Hello I am living in Germany and I have recently received a payment through an email confirmation. Its been a month and more still I have not got the funds to my paypal account. I sold a product to a person in Great Britain. Can anyone help me say whether the email is genuine one or not??? Because when i spoke to the customer service they say there was no transaction made they say! The buyer sent money with buyer protection. When I read some forums they says it will take 21 working days to get the money released after verification and all!!! Please help me friends!!!

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