A friend of mine had to cancel a ticket due to an urgent medical condition. He already bought a new ticket to travel next year using the old ticket as credit. He then applied refund on change fee online with a doctor note.

Today the email reply from United refund department has the following message:

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Due to the nature of your request, all travel must be completed before we can proceed. Please, finish all travel associated with this ticket and then visit us again to request the refund.
***

Is this a standard procedure for the passenger to complete the new itinerary before applying for the change fee refund? The ticket exchange was through my friend's travel agent because the old ticket got from the travel agency. Does it matter who (UA or travel agentcy) issues the new ticket?

Thanks!