Window casement crank operator

Hi,
I recently purchased what I thought was the correct replacement window crank operator from you. It still seems like the correct size, side, etc, but although the operation matches when the window is open, as I close the window, it looks like the operator I got from you doesn't retract in the same way. Do you have any information or advice to give me? Did I purchase the wrong kind of crank operator? Thanks for your help!