Absolutely. The purchase I made was some time ago so I had forgotten about the side button double-click which seems to be a requirement to approve the purchase.

Absolutely. The purchase I made was some time ago so I had forgotten about the side button double-click which seems to be a requirement to approve the purchase. Being reminded of this makes the whole "butt purchase" explanation much less plausible to me, but of course that doesn't excuse crappy customer service in any way.