Paddle refunded a customer without any vendor consent — is this normal?? Any better alternatives?

Hey folks,
I'm the founder of https://copyelement.com — it's a library of 3500+ components and 2000+ templates for Elementor, and people use it to quickly build websites without code.

So here's what just happened and I’m honestly a bit shocked.

A customer bought our monthly plan ($9), and on Day 1 we personally helped him set up everything. Like literally walked him through it and he completed his project using our platform. He seemed super happy.

Then today — 3 days later — I randomly get a notification from Paddle that his full amount was refunded. No heads up, no dispute email, nothing. Just “Refund issued. Reason: hard_to_use.” 😑

We have a strict no-refund policy on monthly plans — because people literally use the service, complete their projects, and then try to get their money back. It’s not fair to us as creators and founders putting in effort every single day.

I reached out to Paddle support, but honestly, this feels like a broken system.

• Is this how Paddle usually works?
• Has anyone here faced similar situations?
• Is there any way to stop Paddle from issuing refunds without the seller being involved?
• Should I move to another payment processor? If yes, which one lets the seller have more control over refunds?

I picked Paddle because they handle taxes and make international payments easy. But this kind of behavior where a platform can just reverse transactions without talking to us is worrying.

Would love to hear your experience — and especially any good payment alternatives where this kind of stuff won’t happen.