How customization process works in Envato

I’ve a customer contacted me and said that she has purchased my business card template and also paid for customization fee $20. She was expecting me to customize the design, but I’m totally not aware of this, and I have no idea what’s going on. I’ve checked my paypal account, but no money transferring in.

Can anyone help me to figure out how this can be happened? Does Envato provide this customization support?

Clicking the ‘customize for $20’ button, takes them to a suitable service on Envato Studio.