Who are "they". Which airline? Which routes? Chase is an agency. The airline sets the refund policy, not the agency
Many, many airlines are trying very hard not to issue refunds because they are desperately short of cash, and some governments are permitting this, at least for now.
TAP Portugal. I think it should not matter, as DOT says customer can request a full refund. Why Chase Travel will be using Airline policy rather than Government mandated. I think it is illegal, not?