I think CB just removed the refund option from their support tickets. I just tried to open a ticket for a customer and the refund option is not there. Please any other vendor confirm this. I tried to open serveral tickets just to check and all did not contain the "refund here now!!!" option but just the tech support. These new "support/refund" tickets raised refunds across the board for almost everyone i know. I hope that i am not Premature Ejaculating here but if its true then everyone should feel the difference (for the better).
If you choose "More Options" from the first dropdown, the refund option appears. So it's still there, but much less obvious. Which is great.