It is urgent! How can figure out hold on pay out?

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It is urgent for us!

Pls, help!

We have hold on payout because they ask for documents to verify ID.

I've been submitted but they said the owner's name and ID name is different because I used to be use nickname.

So I change to owner's name to my legal name but still have the same e-mail came to verify ID.

How can I do to solve this problem?

Also, can I ship a product?  Isn't a problem with the customer's credit card? 

Or I have hold the product until approving payout?