After reading other posts about American charging a fee on refunds for "Business Flexible" fares, I knew to read the fine print of my fare rules before posting. (attached)

I must be missing something because I can't find any justification for the $10 charge.
I called AA and after waiting almost an hour for the agent to connect to her help desk, i was told that no one knew why each refunded ticket was shorted $10. I was told I'd get a call from the refunds department at some point.
It's not a one off mistake either. We're a party of 5 and it's happened to 2 itineraries canceled 2 weeks apart. ($100 total)
The AA website markets Business Flexible as refundable throughout the purchase flow and after reading the fare rules and confirming with an AA agent that it was "fully refundable" I was sure I would receive a full refund in the event of a cancellation prior to departure.
Any help in identifying what I missed that allowed AA to charge the $10 would be greatly appreciated.

Thanks in advance for your help!

Detailed Fare Rules:

The most restrictive set of fare rules applies to the entire itinerary. In addition other fare rules may apply.
SLC to PUJ QNN2AQI1/SHRF
PUJ to SLC QNN2AQI1/SHRF (Displayed Below)

QNN2AQI1/SHRF

Seasonality SEASONALITY - NO SEASONAL TRAVEL RESTRICTIONS APPLY.

Day Time Application DAY/TIME - NO DAY/TIME TRAVEL RESTRICTIONS APPLY.

Advance Reservation Ticketing Restrictions ADVANCE RESERVATIONS/TICKETING - RESERVATIONS FOR EACH SECTOR ON THE FARE COMPONENT ARE REQUIRED AT LEAST 21 DAYS BEFORE DEPARTURE FROM FARE COMPONENT ORIGIN. WAITLIST AND STANDBY NOT PERMITTED. TICKETING ON EACH TRIP MUST BE COMPLETED WITHIN 3 DAYS AFTER RESERVATIONS ARE MADE OR AT LEAST 21 DAYS BEFORE DEPARTURE FROM FARE COMPONENT ORIGIN WHICHEVER IS EARLIER.

Surcharges SURCHARGES - THERE IS NO MISCELLANEOUS/OTHER SURCHARGE PER FARE COMPONENT PER ANY PASSENGER.

Maximum Stay MAXIMUM STAY - NO MAXIMUM STAY REQUIREMENTS APPLY.

Eligibility ELIGIBILITY - NO ELIGIBILITY REQUIREMENTS APPLY.

Sales Restrictions SALES RESTRICTIONS - FARE RULE FARES MAY ONLY BE SOLD BY AA. NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING. THIS FARE MAY BE SOLD BY TRAVEL AGENTS. STANDARD COMMISSION RATES APPLY. TICKETS MUST BE ISSUED ON THE STOCK OF AA OR 1S AND MAY ONLY BE SOLD IN AREA 1/AREA 2. FARES MAY ONLY BE SOLD BY CRS 1S AND TRAVEL AGENTS. NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING. THIS FARE MAY BE SOLD BY TRAVEL AGENTS. STANDARD COMMISSION RATES APPLY. ADDITIONALLY, THE FOLLOWING RULES APPLY- **BASE FARE** GENERAL RULE - APPLY UNLESS OTHERWISE SPECIFIED TICKETS MUST BE ISSUED ON THE STOCK OF AA AND MAY NOT BE SOLD IN VENEZUELA/RUSSIA/BELARUS. AND MAY ONLY BE SOLD IN AREA 1/AREA 2/AREA 3. TICKETS MUST BE ISSUED BY ELECTRONIC TICKETING.

Refunds Reissues VOLUNTARY CHANGES - ENTER RD*31 OR RD'LINE NUM'*31 FOR VOLUNTARY CHGS.

Flight Applications FLIGHT APPLICATION - IF THE FARE COMPONENT INCLUDES TRAVEL WITHIN UNITED STATES THEN THAT TRAVEL MUST BE ON ONE OR MORE OF THE FOLLOWING ANY AA FLIGHT OPERATED BY AA ANY AA FLIGHT OPERATED BY 9K. AND IF THE FARE COMPONENT INCLUDES TRAVEL BETWEEN NORTH AMERICA AND INTERNATIONAL POINTS IN THE CARIBBEAN AREA THEN THAT TRAVEL MUST BE ON ONE OR MORE OF THE FOLLOWING ANY AA FLIGHT OPERATED BY AA.

Minimum Stay MINIMUM STAY - IF THE FARE COMPONENT INCLUDES TRAVEL VIA UNITED STATES ON ONLINE CONNECTIONS ON INTERLINE CONNECTIONS. TRAVEL FROM TURNAROUND MUST COMMENCE NO EARLIER THAN 24 HOURS AFTER ARRIVAL AT THE TURNAROUND.

Embargo Dates BLACKOUT DATES - NO BLACKOUT DATES APPLY.

Penalties PENALTIES *SPECIAL EMERGENCY RULES *SUBJECT TO CHANGE AT ANYTIME - FOR TICKETING ON/BEFORE 31MAR21/FOR TRAVEL ON/AFTER 01MAR20 AND ON/BEFORE 31MAR21 IF TRAVEL ON THIS FARE COMPONENT MUST COMMENCE BY MIDNIGHT ON 31MAR22. NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING. TICKETS ISSUED ON/AFTER 01OCT20 ARE VALID FOR 1 YEAR FROM DATE OF ISSUE. CHANGES ANY TIME CHANGES PERMITTED FOR REISSUE/REVALIDATION. NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING. THE ORIGINAL NON REFUNDABLE AMOUNT REMAINS NON REFUNDABLE. CHANGES PERMITTED PRIOR TO TICKETED DEPARTURE TIME OF EACH FLIGHT. ---- TICKETS AT THESE FARES MAY NOT BE REVALIDATED. TICKETS MUST BE REISSUED. FARE DIFFERENCE AND CHANGE FEE MUST BE PAID AND TICKETS MUST BE REISSUED WHEN ITINERARY IS REBOOKED. ---- A CHANGE IS A ROUTING / OR DATE / OR FLIGHT MODIFICATION. CHANGE IS PERMITTED WITHIN TICKET VALIDITY AS FOLLOWS. 1/WHOLLY UNUSED TICKETS ARE VALID PROVIDED TRAVEL COMMENCES WITHIN 18MONTHS FROM THE ORIGINAL TICKET ISSUE DATE AND ALL TRAVEL COMPLETED BY 31MAR22 OR 2/ PARTIALLY USED TICKETS ARE VALID PROVIDED TRAVEL IS COMPLETED WITHIN 18MONTHS OR BY 31MAR22 WHICHEVER COMES FIRST FROM THE OUTBOUND TRAVEL DATE ON THE ORIGINAL TICKET. ----------------------------------------------- WHERE THIS FARE IS COMBINED WITH ANOTHER FARE AND ONLY ONE FARE COMPONENT IS CHANGED THE PENALTY CONDITIONS OF THE CHANGED FARE COMPONENT WILL APPLY. WHEN MORE THAN ONE FARE COMPONENT IS BEING CHANGED THE HIGHEST PENALTY OF ALL CHANGED FARE COMPONENTS WILL APPLY. ----------------------------------------------- WHEN THE NEW ITINERARY RESULTS IN A HIGHER FARE THE DIFFERENCE WILL BE ADD COLLECTED AND THE CHANGE FEE WILL APPLY. ---- WHEN THE NEW ITINERARY RESULTS IN A LOWER FARE THE DIFFERENCE WILL BE REFUNDED TO A TRAVEL VOUCHER FOR TRAVEL ON AA ONLY. ------------------------------------------------- CALCULATION FOR REISSUES //CHANGES BEFORE OUTBOUND DEPARTURE// THE ITINERARY MUST BE REPRICED USING CURRENT FARES IN EFFECT ON THE DATE THE TICKET IS REISSUED. OR REPRICE THE ITINERARY USING THE SAME FARE BASIS CODES AND RULES AS THOSE IN EFFECT ON THE DATE OF ORIGINAL TICKET ISSUANCE FOR UNCHANGED OUTBOUND FARE COMPONENTS AND USING FARES IN EFFECT ON THE DATE OF NEW TICKET ISSUANCE FOR ALL CHANGED FARE COMPONENTS. -------------------------------------------------- //CHANGES AFTER DEPARTURE// THE ITINERARY MUST BE REPRICED USING HISTORICAL FARES IN EFFECT ON THE PREVIOUS TICKETING DATE. -------------------------------------------------- THE NEW ITINERARY MUST MEET ALL RULE PROVISIONS OF THE NEWLY TICKETED FARE - I.E. ADVANCE RESERVATIONS/TICKETING DEADLINE/MINIMUM/MAXIMUM STAY/BOOKING CLASS/SEASONALITY ETC. ------------------------------------------------ WHEN COMBINING FARES THAT HAVE CANCELLATION FEES THE HIGHEST CANCELLATION FEE OF EACH CANCELLED PRICING UNIT APPLIES FARE RULE CANCELLATIONS ANY TIME CANCELLATIONS PERMITTED FOR CANCEL/NO-SHOW. NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING. CANCELLATIONS ARE PERMITTED WITHIN TICKET VALIDITY OF ORIGINAL TICKET. FOR CANCELLATION AFTER DEPARTURE THE REFUND WILL BE THE DIFFERENCE BETWEEN FARE PAID AND FARE FOR JOURNEY TRAVELLED. ----- FOR TRAVEL AGENCY BOOKINGS MADE IN MEXICO / THE CARIBBEAN / CENTRAL AND SOUTH AMERICA - AA WILL ASSESS A USD 50.00 FEE ON ANY UNTICKETED RESERVATION NOT CANCELLED BEFORE DEPARTURE. CHANGES ANY TIME CHANGES PERMITTED FOR NO-SHOW/REISSUE/REVALIDATION. NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING. A CHANGE IS A ROUTING / OR DATE / OR FLIGHT MODIFICATION. CHANGE IS PERMITTED WITHIN TICKET VALIDITY OF ORIGINAL TICKET. TICKETS MUST BE REISSUED FOR ALL VOLUNTARY CHANGES.-------------------------------------------------- ' WHERE THIS FARE IS COMBINED WITH ANOTHER FARE THE PENALTY CONDITIONS OF THE CHANGED FARE COMPONENT WILL APPLY. -------------------------------------------------- CALCULATION OF REISSUES //CHANGES BEFORE OUTBOUND DEPARTURE// WHEN THE FIRST FARE COMPONENT IS CHANGED THE ITINERARY MUST BE REPRICED USING CURRENT FARES IN EFFECT ON THE DATE THE TICKET IS REISSUED. ----- WHEN THERE ARE NO CHANGES TO THE FIRST FARE COMPONENT BUT OTHER FARE COMPONENTS ARE CHANGED THE ITINERARY MUST BE REPRICED USING HISTORICAL FARES IN EFFECT ON THE PREVIOUS TICKETING DATE OR CURRENT FARES IN EFFECT ON THE DATE OF TICKET REISSUE WHICHEVER IS LOWER. -------------------------------------------------- //CHANGES AFTER DEPARTURE// THE ITINERARY MUST BE REPRICED USING HISTORICAL FARES IN EFFECT ON THE PREVIOUS TICKETING DATE. ----- WHEN THE NEW ITINERARY RESULTS IN A HIGHER FARE THE DIFFERENCE WILL BE COLLECTED. ----- WHEN THE NEW ITINERARY RESULTS IN A LOWER FARE A REFUND OF THE RESIDUAL AMOUNT LESS THE APPLICABLE PENALTY WILL BE MADE. ----- REISSUES/EXCHANGES NOT ALLOWED TO EOU/ERU FARE TYPES. GENERAL RULE - APPLY UNLESS OTHERWISE SPECIFIED FOR TICKETING ON/BEFORE 31MAR21/FOR TRAVEL ON/AFTER 01MAR20 AND ON/BEFORE 31MAR21 IF TRAVEL ON THIS FARE COMPONENT MUST COMMENCE BY MIDNIGHT ON 31MAR22. NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING. TICKETS ISSUED ON/AFTER 01OCT20 ARE VALID FOR 1 YEAR FROM DATE OF ISSUE. CHANGES ANY TIME CHANGES PERMITTED FOR REISSUE/REVALIDATION. NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING. THE ORIGINAL NON REFUNDABLE AMOUNT REMAINS NON REFUNDABLE. CHANGES PERMITTED PRIOR TO TICKETED DEPARTURE TIME OF EACH FLIGHT. ---- TICKETS AT THESE FARES MAY NOT BE REVALIDATED. TICKETS MUST BE REISSUED. FARE DIFFERENCE AND CHANGE FEE MUST BE PAID AND TICKETS MUST BE REISSUED WHEN ITINERARY IS REBOOKED. ---- A CHANGE IS A ROUTING / OR DATE / OR FLIGHT MODIFICATION. CHANGE IS PERMITTED WITHIN TICKET VALIDITY AS FOLLOWS. 1/WHOLLY UNUSED TICKETS ARE VALID PROVIDED TRAVEL COMMENCES WITHIN 18MONTHS FROM THE ORIGINAL TICKET ISSUE DATE AND ALL TRAVEL COMPLETED BY 31MAR22 OR 2/ PARTIALLY USED TICKETS ARE VALID PROVIDED TRAVEL IS COMPLETED WITHIN 18MONTHS OR BY 31MAR22 WHICHEVER COMES FIRST FROM THE OUTBOUND TRAVEL DATE ON THE ORIGINAL TICKET. ----------------------------------------------- WHERE THIS FARE IS COMBINED WITH ANOTHER FARE AND ONLY ONE FARE COMPONENT IS CHANGED THE PENALTY CONDITIONS OF THE CHANGED FARE COMPONENT WILL APPLY. WHEN MORE THAN ONE FARE COMPONENT IS BEING CHANGED THE HIGHEST PENALTY OF ALL CHANGED FARE COMPONENTS WILL APPLY. ----------------------------------------------- WHEN THE NEW ITINERARY RESULTS IN A HIGHER FARE THE DIFFERENCE WILL BE ADD COLLECTED AND THE CHANGE FEE WILL APPLY. ---- WHEN THE NEW ITINERARY RESULTS IN A LOWER FARE THE DIFFERENCE WILL BE REFUNDED TO A TRAVEL VOUCHER FOR TRAVEL ON AA ONLY. ------------------------------------------------- CALCULATION FOR REISSUES //CHANGES BEFORE OUTBOUND DEPARTURE// THE ITINERARY MUST BE REPRICED USING CURRENT FARES IN EFFECT ON THE DATE THE TICKET IS REISSUED. OR REPRICE THE ITINERARY USING THE SAME FARE BASIS CODES AND RULES AS THOSE IN EFFECT ON THE DATE OF ORIGINAL TICKET ISSUANCE FOR UNCHANGED OUTBOUND FARE COMPONENTS AND USING FARES IN EFFECT ON THE DATE OF NEW TICKET ISSUANCE FOR ALL CHANGED FARE COMPONENTS. -------------------------------------------------- //CHANGES AFTER DEPARTURE// THE ITINERARY MUST BE REPRICED USING HISTORICAL FARES IN EFFECT ON THE PREVIOUS TICKETING DATE. -------------------------------------------------- THE NEW ITINERARY MUST MEET ALL RULE PROVISIONS OF THE NEWLY TICKETED FARE - I.E. ADVANCE RESERVATIONS/TICKETING DEADLINE/MINIMUM/MAXIMUM STAY/BOOKING CLASS/SEASONALITY ETC. ------------------------------------------------ WHEN COMBINING FARES THAT HAVE CANCELLATION FEES THE HIGHEST CANCELLATION FEE OF EACH CANCELLED PRICING UNIT APPLIES

Rule Application and Other Conditions RULE APPLICATION AND OTHER CONDITIONS - NOT APPLICABLE