Refund on a file but no record of sale??

I just got the dreaded 'Refund for a purchase of your file' email that we all love so much. This one is a biggie for a single file of $30.60 which has already gone from my balance, but I have no record of a download for that file on the date stated from back in September. Because of the amount I thought maybe an EL as I know they're handled differently - but this file has never had an EL download according to the download history ... are refunded files just wiped from the system ? If so how are we supposed to check details ?

Yes, they're deleted from your stats, so you cannot check the details by yourself.

Our refund processes aren't entirely awesome. It's clear we generate a considerable amount of grief every time they come up. I'll get an FAQ on refunds and the like sorted in the next few weeks. I can't promise it's going to get less frustrating at this point, but at least all the information will be in one place.