Customer service is lacking this basic functionality, so this developer is providing it on the side at an increased cost.
I have no idea why the developer isn't just asking them to go to apple for a refund.
I'm not this developer, but if so many users are reaching out to them for refunds, then there is a definitive gap in store functionality.
It may not seem right, but a very common customer behaviour.
When you buy a Sony-branded consumer good from SomeCo, you haven't done business with Sony, you've done it with SomeCo. If SomeCo isn't willing to back the quality of the products they stock, they should. not. stock. those products.
If you that argument does not sway whoever takes returns at SomeCo, get your credit card company to issue a chargeback. <-- USA-specific; Unfortunately I don't know what protections are available to consumers in most of the world.