I purchased a Greyhound (USA) refundable bus ticket online. Decided later I will not make the trip. My e-mail confirmation includes the itinerary number, cost, times, etc. It mentions there will be a 20% charge which sounds reasonable. My credit card has already been charged. 

How do I cancel the ticket order? I tried calling Greyhound customer service which told me to call the local bus station. The local bus station agent said they could not handle refunds over the phone. There seemed to be no reliable refund instructions online. Do I really need to physically travel to the bus station to get the refund? How do you get the refund?