A chargeback is your card issuer reversing a charge — a different process from a store refund, and a stronger one when the store's policy won't budge. It fits best for unauthorized charges (a minor's or fraudulent spend) and for games that were misdescribed or never delivered as advertised. It fits poorly for simple change-of-mind within a store's stated policy.
Before you file, exhaust the platform's own refund and appeal process and keep the record — issuers and platforms both expect you to try the merchant first, and a chargeback filed with no prior attempt is more likely to be rejected or to draw an account restriction. The chargeback guide covers the ordering.
To file: log into your card account or call the number on the back, open a "dispute" / "billing error" claim for the specific transaction, select the reason that matches ("not as described" or "unauthorized"), and upload evidence — order IDs, the store description, crash/error proof, the refund denial, and dates. Use the calculator to confirm you're inside the 60-day FCBA window.
After filing, the issuer investigates (often 1–2 billing cycles); you usually aren't charged the disputed amount meanwhile. If the platform disputes it, respond with your evidence. If the platform bans or restricts the account over the chargeback, that is a separate harm you can raise with your state AG and the CFPB — but it's why chargebacks are a backstop, not a first move.