CD Keys Rejected My Appeal Because: "transactions are secured by PayPal" - So what?

[uhitsethan]

Someone managed to access my paypal account and made an unauthorized purchase. Of course, PayPal detected this and reported to me, but not before allowing this rando to buy $100 worth of online goods. (because of course they didn't. why would you block purchases from a device that you know is unrecognized? PayPal: "Send the money, ask questions later.") 

Whoever it was clearly didn't think this through. I've never made an account on cdkeys, but they didn't make an account when they used my paypal, so the product was sent to my email. Now, I am in possession of the download links for the rando's purchase. I have not redeemed said purchase, nor have I clicked on the provided "download" links. After conveying this info to CDKeys' Fraud department, they told me that they could not issue me a "refund" (quotations because nobody ever received anything, not even the rando) because the "transactions are secured by PayPal." They then told me to take it up with PayPal. Well, I did, and I got my money back that way...but I'm still confused and curious.

My question is as the title states. Clearly, they have accepted a payment through PayPal, so what on earth could possibly be keeping them from issuing a refund through PayPal? I smell BS. 

Any help would be appreciated. 

-E

[PayPal_RebeccaN]

Hello @uhitsethan, 

Welcome to the PayPal Community Forum! 

I am very sorry to hear your account was compromised and there were some unauthorised transactions made using your account. I completely understand how concerning this must have been for you! 

I am glad to hear you received your refund via PayPal! However, regarding your concern about the merchant refunding the payment(s). A merchant has an option to refund a payment for 180-days. If a case or investigation is ongoing between the buyer and seller, the funds may be placed on a temporary hold until an outcome is decided. When this happens, however, the merchant can still issue a refund on this if they wish to. 

It could be that the case or investigation was ongoing so the seller wanted to wait for the outcome of the case. 

To help keep your account secure, here are a few links from our Help Center: How do I turn on or off 2-step verification for PayPal account login? & What are common scams and how do I spot them? (paypal.com)

I hope this helps, have a lovely day! 

Rebecca 
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