I just went through the process of getting a Chase UR ticket refunded because of a cancelled flight. It took several phone calls to AS and over two weeks, but they refunded it to credit certificates, which I was then able to deposit in my wallet (I also received a customer care discount code). It had to go to "accounting" to be processed. So, everything you read is true - a lot more work if something goes sideways, but AS can help without you having to go back to the OTA. But it's possible they were more forgiving in my case because I'm a MVPG and they cancelled the flight 45 minutes before departure.