Missing money


I am quite new to fiverr, so may be missing something. I paid for a custom order via email link and I received a response telling me that the process want completed. For some reason it won’t let me complete the payment process for a custom order, and the money has gone to fiverr from my pay pal account and is not in my fiverr account. Can someone tell me where my money has gone and how to get it back. Thanks.