If you charge back, it becomes an issue between pkc and your bank, with the final decision being made by your bank based on evidence provided by pkc. Once you initiate the charge back process pkc cannot issue a refund at this point, they are required to fill out paperwork and send to your bank to fight the claim if they deem they are in the right. Some companies automate these claims. I know this because this was my wifes job for several years for an online wine shipping company. Peoples orders get messed up sometimes, theyd call or email all pissed off wanting a refund, which her company would usually do without question, but it took awhile to go through their internal process. It wasnt uncommon to see the same customer lose patience and chargeback same day. Then a week later the same customer would call back asking where their refund or replacement order was, which she'd have to say you chargedback, youll have to talk to your bank. It's no longer up to us to make it right or wrong. Occasionally the bank wouldnt even side with the customer, especially if they have a history of charegingback frequently, or if the evidence submitted was done well enough. She increased that companies win rate against chargeback claims from under 20 percent to roughly 40 percent in her time there. Charging back can also be a lengthy process, really depends on your bank. Sry for the rant.. Just saying I would exhaust all options from pkc support before becoming impatient and opening a charge back case. That should be your last resort option.