Paypal Case IDPP-D-***2

On 08/05/20 I purchased a digital product from Silverthorne Publications Inc. I opened the download link and tried to download the item but I wasn't successful. I then couldn't find the download link again. I tried a couple of times to contact the seller to get the download URL, but to date I haven't received a reply. I then decided to contact Paypal and I filed a claim on 11/05/20.On 18/05/20 I received a reply from Jonalyn that they're looking at it. The replies from then on wards were quite confusing. Basically I just wanted a refund as the seller offers a money back guarantee and Paypal also has a refund policy. I got messages from Paypal which obviously are automated replies telling me that my emails are important to them. Due to Covid19 they have limited customer service staffing. On 02/06/20 I received a message telling me that my claim was denied due to the fact that the product was materially similar to the advertised product. In numerous emails afterwards I tried to tell them that I didn't receive the product. I paid for something I never received and now I just want my money back. They never rep**** to that, as if they never read my emails. For a while now they've just been ignoring my emails and messages. Really pathetic service.