Originally Posted by downhillcrasher

I was similarly confused on this for quite a while and usually had to call until I realized that it is a two step process to cancel and refund an award ticket online. First, you need to cancel the ticket (I assume you did this with little problem), second you need to click the "Refund/Redeposit" link in the inactive reservation. After completing part two, your miles should be returned relatively quickly, IME.