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@katydid
I went thru iTunes. You have figure out the cash value for the gems. Then just submit a request for that amount and the refund is issued. In my case I purchased some gems but it malfunctioned. It made the sound of the gems being transferred but the gem amount never changed. I clicked on it three times but only got sounds no gems. I just went to iTunes clicked on the correct receipt and requested a refund giving the reason just mentioned. The refund was issued right then no wait time.
Good luck