Refund, product not received

I ordered an owners manual online from Marksweb and was directed to Media Crawler to download their software to get the manual. I paid $29.95 to Avangate for this product. My order number was 14330645. After numerous attempts, I was unable to obtain the product I ordered or any other product. I filed a claim with Paypal and they do not provide refunds for virtual products. The only response I received from Media Crawler is that they guarantee nothing. They provided absolutely nothing to me in exchange for my payment and I request a full refund to my Paypal account.