Ticket collection query

[Mcr Warrior]

It may be worth refunding them and booking other ones if I lower or the same price can be found.

Would it actually be possible to so refund them, as didn't the OP report that the payment card originally used to purchase the tickets had been reported lost/stolen and has since been replaced?

 

[Adam Williams]

It’s not something we have the ability to change in LSM.

Can I politely refer you to pages 28/29 of RSPS5040, as well as pages 17 (section 4.8 which describes the Amend CTR operation) and also refer you to the summary of version 09-01, as modified 10 years and 1 month ago, which reads:

> The ‘Fulfilment Authentication Indicator’ is now a ToD post-sale updateable field

> For a retailer selling ToD products in advance, the retailer at its discretion may amend the Fulfilment Authentication Indicator (previously known as the ‘MailingFlag’ data element). This is to allow for the issue of a CTR if the original payment card is not available at time of collection

I'm a frontend enigneer, I don't work on fulfillment, but see no reason why this can't be changed to 3 after the fact.

 

[Aaron1]

Perhaps the opp could advise what tickets they have purchased specifically. It may be worth refunding them and booking other ones if I lower or the same price can be found. TransPennine Express takes part in the book with Confidence scheme and they will also refund if you book for a different time or date without an administration fee.

It was an advance ticket and whilst I am aware i can cancel them and get rail voucher refund, am I right in thinking that the vouchers will only be valid for the same route, and if I cancel them and wait a few weeks for them to send me the vouchers, the chances are the advance fares for that date would be much higher than I initially paid and even with using the voucher TPE would have provided I still end up out of pocket

 

[Haywain]

Can I politely refer you to pages 28/29 of RSPS5040, as well as pages 17 (section 4.8 which describes the Amend CTR operation) and also refer you to the summary of version 09-01, as modified 10 years and 1 month ago, which reads:

> The ‘Fulfilment Authentication Indicator’ is now a ToD post-sale updateable field

> For a retailer selling ToD products in advance, the retailer at its discretion may amend the Fulfilment Authentication Indicator (previously known as the ‘MailingFlag’ data element). This is to allow for the issue of a CTR if the original payment card is not available at time of collection

I'm a frontend enigneer, I don't work on fulfillment, but see no reason why this can't be changed to 3 after the fact.

You can refer me to anything you like but it won’t change what we are able to do when we log in to the LSM system. Maybe permissions can be given but in our case they haven’t been given.

 

[Adam Williams]

when we log in to the LSM system

I don't care about the UI and it's not relevant to this thread.

Oscar and I are talking about the XML API that LSM exposes and every single licensed retailer, including LNER, have access to and use every day to e.g. request CTR booking refs. AmendCtr is an API method.

If LNER don't understand how this works and/or don't want to do the engineering work to wire a simple button in their own BackOffice UI to call this function and amend the Fulfilment Authentication Indicator flag on the booking, then fine, that's their perogative. But it's disingenuous to claim that LSM, the system (which includes the API surface), does not support making such a change when we've seen from the spec that it clearly does.

 

[gray1404]

I would advise checking with their bank beforehand but when I have had a refund with Nationwide made to a canceled card it took a few days longer but the money was eventually placed on my new card if that makes sense.

There are two options here there is refund for an evoucher. This e-voucher is valid for 12-months and can be made for any train tickets whatsoever.

Or you can do rebook and refund for the same routes and journey. In this case you will receive a refund of the original tickets without an administration fee once you provide evidence of another booking.

 

[Haywain]

Oscar and I are talking about the XML API that LSM exposes and every single licensed retailer, including LNER, have access to and use every day to e.g. request CTR booking refs. AmendCtr is an API method.

Well, you weren’t clear on what you were talking about and it doesn’t change that, right now, we don’t have the ability to make such a change and were unaware that it could or should be available to us.

 

[m00036]

This morning I had the same problem for a booking I made with Chiltern but was travelling on GWR. GWR social media changed the ticket collection status from same card to any card within about 5 minutes, so it could be a case of shopping around TOCs on social media and see if any will help you with your query. Evidently not just the retailer you sold it from can do this.

 

[gray1404]

GWR and TPE are using the exact same sales system. So it clearly can be done.

 

[Aaron1]

Took a walk to Cambridge station on my lunch break at work and within 5 mins I was walking out with my ticket, tried a machine first using any card which wouldn't work so went to the counter and the gentleman released it manually with no fuss and told me it is very easy for them to do and TPE was deliberately being awkward

 

[yorkie]

A slightly different issue, but the following thread is another example of the sort of problems that can occur with TOD:

TOD collection problem: return portion not printed

Yesterday a customer attempted to print a return ticket, purchased from the TPE website, at Mount Vernon station. The outward portion printed fine, but the return portion did not. The TVM stated an error had occurred. The Help Point at the station advised the customer to see ticket office staff...

www.railforums.co.uk

For future reference, if the journey being made is e-ticket enabled, I would recommend considering an e-ticket (which is issued as a PDF which can be shown on any device and can optionally be printed, if you wish to do so)

 

[CyrusWuff]

Took a walk to Cambridge station on my lunch break at work and within 5 mins I was walking out with my ticket, tried a machine first using any card which wouldn't work so went to the counter and the gentleman released it manually with no fuss and told me it is very easy for them to do and TPE was deliberately being awkward

Alternatively the Ticket Issuing System that they use at Cambridge ignores the "Same Card" flag, or allows it to be overridden.

 

[gray1404]

Glad you got this sorted. This is definitely worth a formal complaint to TPE now.

 

[Class800]

A slightly different issue, but the following thread is another example of the sort of problems that can occur with TOD:

TOD collection problem: return portion not printed

Yesterday a customer attempted to print a return ticket, purchased from the TPE website, at Mount Vernon station. The outward portion printed fine, but the return portion did not. The TVM stated an error had occurred. The Help Point at the station advised the customer to see ticket office staff...

www.railforums.co.uk

For future reference, if the journey being made is e-ticket enabled, I would recommend considering an e-ticket (which is issued as a PDF which can be shown on any device and can optionally be printed, if you wish to do so)

I would agree now, having been reluctant before. But my flows tend not to be e-ticket enabled, even when no Maltese cross, e.g. Cranbrook to Plumstead, route London Not Underground, was not available as e-ticket.

 

[miklcct]

Glad you got this sorted. This is definitely worth a formal complaint to TPE now.

I have never got a problem at a ticket office when my card wasn't available. It happened to me a few times last year because I usually left the card I used for online shopping at home to minimise the risk of loss, while using another card for card-present transactions in order to maximise credit card points.

 

[_toommm_]

I have never got a problem at a ticket office when my card wasn't available. It happened to me a few times last year because I usually left the card I used for online shopping at home to minimise the risk of loss, while using another card for card-present transactions in order to maximise credit card points.

Leeds flat out refused to do it for me - they told me they weren’t allowed to do it anymore. It was early morning and only one ticket window open, so I was stuck.