No refunds for credit card purchases from virtual card

I had a very bad experience with a very bad Mananger (Lydia)at Fourways mall. I had bought an item I wanted to return for a refund. I had used a virtual card to purchase the items so there is no physical card that can be given to get the refund. She refused to pay me my money because she insisted on a physical card. The virtual card transactions can be seen on the wallet, the last four digits that are on the receipt are also visible on the virtual card but she still wanted a physical card. She then offered a gift card which I refused because this is still because I wanted my money in cash or for them to refund the money back into my Acc. Very bad experience and I will never buy from this store again.