Erroneous Paypal decision regarding a claim. How do i appeal?

[StarNovas]

So i bought a cdkey from a website, thru a one time payment using Paypal. Apparently the key was a dupe. It was already used by somene else. I tried to contact the seller to ask for a replacement key and he did not responded to me after 2 days passed. So i escalated it to a claim and after another few days Paypal tells me : After careful consideration, we're unable to decide this claim in your favor at this time. The item is ineligible for PayPal Buyer Protection because it is intangible.

How is this even possible? i thought Paypal was supposed to protect me against scams? it says right here on their website https://www.paypal.com/ro/webapps/mpp/ua/useragreement-full#13

Under buyer's protection.

• Your purchase is an eligible purchase. Purchases of most goods and services are eligible (including travel tickets, intangible items such as rights of access to digital content and other licences)

So the Paypal specialist claimed i the buyer, was not covered because the item is intangible, but it says right there on

User Agreement for PayPal Service which was Last Updated: Mar 23, 2016

What can i do? this is clearly an erroneous decision taken by PayPal.

[DPCreations]

It depends on the dispute.  You don't get to win a displuter just because an item is covered.

If you claim was that the key didn't work, PayPal has no way to determine your that is correct or not.  PayPal ask for information from buyer and from seller and then determine which party is is the most believeable.  That type of claim is difficult for the buyer to prove.

On the other hand, you would likely win a dispute for item not delivered as the seller would have no proof of delivery and seller is not protected for virtual items.

[StarNovas]

Yes but why give such a reason at the end of the dispute? that the buyer is not covered for intangible item.  And i was not asked for proof and also i could not attach any. I would have taken a screenshot with the exact message that says the key is already in use, and uploaded it for PayPal. They simply did not bothered asking me anything. They just said im not eligible for protection for intangible item. A clear contradiction to their user agreement. They ask the seller and not the buyer? this is just wrong.

So about the proof for item not delivered, the seller can show them email proof and probably did as the key was delivered as automated message by email.

So basically i the buyer, i am being told im not eligible for buyer protection for intagible item, but the seller is. Even though it's stated the other way in user agreement.

[DPCreations]

@StarNovas

Without knowing the basis of your dispute it's not possilbe to give more information except that not all virtual items are covered for buyer protection; PayPal makes that clear with th word "most", meaning not all.