I have a trip booked using TravelBank credit. I try to cancel at T-25 so that it can be converted to ETC rather than going back to TB. When I click the "Cancel option" button, the page came back with the following:

A billing agent needs to manually process your refund

Once our agent processes your refund, we will confirm the transaction via email. We typically process manual refunds within 10 business days, but please allow up to 30. We appreciate your patience.

Is this normal? Will I get ETC after processing?