Happy to report that I spoke with a very friendly and helpful Amtrak agent today. Given the circumstances, I had to cancel a trip for this month and wasn't in a position to rebook yet. Though the trip was imminent, she refunded all points to my account (one leg) and the entirety of my purchase to my credit card (second leg). Pleased with Amtrak's response and will not hesitate to rebook once things have "settled down" a bit.