It happened to me in a brick and mortar shop : I went to the shop to have my laptop repaired and they told me it was impossible since I had been reimbursed when I gave them the laptop back 6 months ago (the same laptop I had in my hands).
They never told me what happened but I suspect someone in this shop took the money and declared the laptop returned.
They never told me what happened but I suspect someone in this shop took the money and declared the laptop returned.