Refills being sent as Starts

When we (MAs, NP, and Provider) attempt to send refills from refill requests or from telephone encounters, it allows us to select as a refill. However, when we go to the next screen to actually send to the pharmacy it changes this refill to a start. We have tried exiting out and making sure it was changed to refill, but it keeps reverting back to starts. What is best way to change this?

Thanks!