Webroot Software Not able to access refund website Boulder Colorado

It strongly sounds like this is not the whole story in this complaint.  The information given makes it sound like there were not steps like "typing in a credit card number" or anything similar involved.  As such, it makes me wonder how a legally-run business would send an email to a random person, get them to click one button, and magically have all of their billing information from them clicking "OK".

1: Webroot themselves do not randomly send email. A person needs to either be their customer, or otherwise have the email address entered into Webroot's system in order to receive email (such as having a very similar email to somebody else and the customer mistypes it).
2: When requested, Webroot has never had a problem nor made it difficult to get a  refund for any reason within 30 days of an original order.  Just give them a call, 6 am to 9 pm Mountain Time according to their site.  Even if they have to look it up by your credit card number for you, they will do so.  They will, of course, disable the software code that was purchased with that money, so the program stops working, but getting money back is easy, and you are talking to people in Colorado who actually understand and make sense, as opposed to random people in whatever other country.

So, in this case, I would be curious to hear more details so that this report does not come across as an implication that "Somebody who was never a customer (thus never ever gave their credit card) got a random email and clicked 'OK' and the company managed to somehow find out their credit card number, billing information, and sell them the software based on that, then wouldn't refund."  (Not including the fact that the customer states they tried only to get a refund online...  Phone calls are good when money is involved.  If they said they called over and over and couldn't get a refund, that's a different thing entirely.)  Details make the difference between a quality, useful report, and basic slander.

So what's the full story of what happened?