PayPal payment method set to 'inactive' but customer was able to check out with PayPal

[milleroona]

We got a call from a customer saying he ordered an item through our website but never received it. We don't have any record of his order, and he never got a confirmation email. He said he paid with PayPal and got charged, but we've had the PayPal payment method set to 'inactive' in our Shopify settings for a long time. When I look on our website, I don't see any way to pay with PayPal.

How was this customer able to check out with PayPal? Why don't we have a record of his order, even though he got charged?

[milleroona]

Yes, please let me know how to make sure this can't happen again.

Is it possible to get the customer his money back?