I've submitted my claims through the link mentioned for both of my flights and have only gotten a confirmation that the requests were recorded. As you mentioned, I went through the SW app for my cancelled flight, and it gave me a travel credit immediately, but I want the refund on my credit card. I didn't want to wait to take action on the cancelled flight in the app since I wasn't sure what would happen if I did nothing... Based on other posts online, if our flight was cancelled, we are eligible for a refund to the original form of payment, so I'm also using https://support.southwest.com/email-us/s/ and selecting Customer Service to request full refunds for both of my flights (providing dollar amount and flight confirmation numbers) and also attaching all receipts for my additional costs related to the travel disruptions the last couple days (I resorted to Greyhound to get home). All of my costs should be "reasonable" as they cite on their website for reimbursements.
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