I have an app with thousands of successful IAP purchases. For the first time, I received an email from a customer who attempted to purchase a consumable item and it did not work. Then they tried again 3 more times - to no avail. Suprisingly, they were charged all 4 times. Since the item is a consumable, the restor purchases logic will not work. We have never had a report of this, yet I have no reason to doubt this particular customer.
In their request for a refund, they were directed to the developer (us). What is the best practice here? Do I have any recourse beyond sending them a check (while kicking in Apple's 30% cut :-( ).
Not sure if it is at all related, but the purchase attempts seem to correspond with the latest outage period. https://appleinsider.com/articles/20/01/24/apple-outage-causing-issues-with-app-store-purchases-subscription-access