My rule of thumb is never use the website to change or cancel an itinerary.

Actually, I guess I pretty much only ever use it to (a) do really simple things that even it can't mess up, like book a simple flight or change seats, and (b) to do things that are only available online and better than what an agent offers, like at-purchase TODs or "illegal" SDC choices.


OP - I can tell from your rules text this is a US domestic fare. Domestic fares (with very few exceptions) are either completely refundable and changeable, or they are non-refundable with a $200 change fee. That should simply things a bit, although international fares are much more complex.