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Those who purchase your apps are paying to Apple, why would YOU send them a refund? If they want a refund they have to figure that out with a marketplace not a seller.

That's the point?

Customer service is lacking this basic functionality, so this developer is providing it on the side at an increased cost.

Its not lacking. it is easily possible for users to get refunds from apple.

I have no idea why the developer isn't just asking them to go to apple for a refund.

It is very lacking, and I would not spin it as "easy" - unless you're talking about some other process than the "report a problem" path.

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's not highly publicized, but it is in fact easy. And if there are lot of users reaching to him for refunds, he needs to improve the app because it's not as advertised. I doubt he's actually getting a ton of refund requests though. It is a thing that happens though, and when it does you inform that user how Apple's refund process goes. No reason to eat $4.50 every time.

Yes and no. For example, you buy some Sony stuff from Bestbuy, you run into a problem, yes you try to contact Bestbuy first, but they fail to you: "Well you must contact Sony now because yada yada...", you may even think "Alright, that's fair..., it's not their fault" and if Sony doesn't provide customer service nor support, I bet you, you will never buy something from the brand again, but you may buy again from the store.

It may not seem right, but a very common customer behaviour.

Customers (and people in general) shouldn't let themselves be so easily deflected. Stay on target.

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.

should cuts no cheese in business. What happens is what customers really buy, and really do.

That one line is me offering personal life advice to anybody reading.

That comes under the Magnusson-Moss Warranty Act. In California, the Song-Beverly Warranty Act applies.[1] The retailer has to make good on the manufacturers' warranty unless the manufacturer has convenient in-state repair centers.

[1] http://www.leginfo.ca.gov/cgi-bin/displaycode?section=civ&gr...

If I bought a Sony tv at bestbuy - I will request a refund from bestbuy not Sony.

The point is that if BestBuy refuses to make it right for you, a manufacturer who cares about customer service and their brand may step in and give you a refund/replacement even though they're not obliged to. Which is what OP is doing instead of saying "not my problem, deal with Apple" to his customers.

No. Nobody will give you a refund. A replacement maybe, never ever a refund for the price you paid on the shop.

Okay, maybe it happened because it was something cheap, a 30$ Brita Filter, I bought at Canadian Tire and ran into issues, I've contacted them and got the cheque with full refund. It really depends on Customer Service, I would buy another Brita product for sure.

I would, too :)

When a user's disappointed with a product, they blame the creator of the product, not Apple. Not offering up good customer service would only tarnish his reputation. People will keep paying Apple no matter what, so they really don't care. People won't keep paying an unknown developer with 2 star ratings.

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