Law sets out what the real estate agant can do, in this case, taking advantage of the CC's bias towards their clients, regardless of the fact it was hers fault by not paying attention to the renewal clause, regardless of the dent she left to the person who had to deal with the aftermath both emotionally and finacially. It is hard to argue this is following "西方规矩" as you described, letting alone that Rolia Mall did not commit any wrong doing as far as the contract concerns.
Speaking of "following the book"? By following the book, the first thing is honesty. If you lie to CC in order to put a chargeback, I am not sure this is "following the book"
Ethics describes what people should do, taking their responsibilities, kindness, gratitude into account. In most cases, ethics demands more than the law. This is what many Rolian are asking for. They did not judge whether it is legal to request CC for a chargeback, instead, they questioned whether this was ethical.