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Valid PayPal Payment marked pending approval

in Accounting / ERP

I have twice experienced a specific circumstance where a customer paid through our NetSuite web store using a PayPal email address that is different than their NetSuite customer account email address and had the resulting order marked pending approval rather than the correct approved.  For example, new customer comes across web store:

1.  creates customer account using bob@yahoo.com
2.  orders merchandise, uses PayPal to pay, but signs in to his PayPal account with using his different bobsmith@hotmail.com email address.
3.  money is received in company's PayPal account, but his order is marked pending approval.

Since I don't work with pending approval orders at all, the order then sits unnoticed for weeks until the customer call and asks where his order is.

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