Online is the beat way to do it.
I had a TLV-LHR F itinerary canceled earlier this year in the 22 hour window, online it said only taxes will be refunded, but I automatically got the taxea AND the miles back, not sure what triggered it, but I'm a happy camper because it waa for 2 pax. I even got an extra 15K bonus, not sure if it has to do with this, but I do see an adjustment of 15K miles as well :-)