NO CUSTOMER service on virtual card disputes

I made a virtual card purchase returned the goods the chinese supplier wouldnt return my money and they didnt have anything else for me to take The promised that they were getting new stock didnt happen i contaced YOU my bank and was asked for screen shots of proof I sent that queried how far this was get a call from a RUDE agent asking me of proof of return WHEN ALL chats sent shows the conversation between myself and chinese shop confirming goods and money are with them

HOW if they dont even issue receipts am I to prove return ! when they have ALLL chats !

this is honestly disgusting why do i pay banking fees ,,,, must i follow legal route and go make a case rather ? cos my bank is failing me