We are selling software using Paypal. The Buyer downloaded and tried for free. Then paid using Paypal to get the product key (so buyer can get full feature). We sent/emailed buyer the product key in the same day when payment was received. However, buyer complains the product key does not work, then Paypal refunded the payment without letting us know what we need to do.
We sent appeal, and asked why, and what Paypal needs from us. But PayPal simply replied the following answer. Does this means buyers solely decide if they want to get refund (while still enjoy the product)?
"We were unable to grant your appeal with the information you provided. It was not granted because the service was not completed as described in the contract or agreement.
We made this decision based on the guidelines outlined in our User Agreement and after careful consideration of all available materials provided. Because we were unable to grant your appeal we have not changed the outcome of this case."
