From my experience a lot of refundable tickets for KL/AF on the surface level show up as non-refundable probably due to the booking fare class. A lot of KL/AF refundable fares show up as non-refundable fares (i.e Z for biz) and the customer service agent/algorithm processing the refund will automatically assume that it's non-refundable. If you try to process the refund online, it takes longer and then will deny you of a refund and you have to call them to get this processed.

I had to cancel a few itineraries the past few months because of certain things popping up and affecting my schedule/work and each time I went to get my refund on the phone, the agent would always say "it's non-refundable" and that I could only get an e-credit for the flight. I would then calmly state what was written on the confirmation email received at the time of booking and then after a twenty minute hold they would finally see that it was a refundable fare. When they start processing the refund, they purposefully say the amount in the wrong currency, like stating that the refund is $4000 CAD which is $3000 USD. Then I would have to correct them and they say "it was a mistake" and then process the amount correctly. If it's like a one time thing, then sure, but this exact scenario has happened to me five times when I was still FB Gold. Hopefully the FB Plat line will be more useful for these things should they occur in the future.