Sorry to throw this wrinkle into the mix.... But check your original card to see if there has been an actual refund processed on your purchase.

Earlier in the year, I had a employee cancel a reservation because of a family emergency.... I went to use the credit a few months later... CS could not find any value associated with the ticket number. It turns out they did a full refund back to the original card that was used. It was NOT a refundable fare, but they did indeed refund the full amount.