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What's the point of a chargeback when they just ask the merchant whether they owe money to the buyer?
You may be using the wrong method to get your money back.  As others have said, this is not a valid use for chargeback; that is when a fraudulent charge occurred, or when a merchant charges you incorrectly. However, many cards have various kinds of guarantees, one of which might cover this situation. Particularly in some european countries, such as the United Kingdom which has Section 75 allowing you a recourse, services are included with goods.  Goods are typically the only covered elements in the US, though, but check your credit card agreement to be sure. Second, you can go through the FTC.  They will provide you a sample form letter to request a refund of your money, and if the merchant is not cooperative might choose to help you directly (especially if many others are in your situation).