Why apple always tells me im not eligible for a refund where the merchant itself is ready to refund

If you feel you want to discuss a refund request, try to contact a live person using a telephone or chat request.

Click here --> https://support.apple.com/choose-country-region/media-services Select your country, then a product. If you don't see one that handles your issue then keep experimenting with selections until you reach one that gets you a chat session or a telephone call and get the representative to redirect you.

or:

Contact Apple for support and service --> "See a list of Apple phone numbers around the world." Click here --> https://support.apple.com/HT201232