Cancel incorrect refund request for Trainline

[johnstein]

I recently raised a refund request for a group ticket of 5 on Trainline through their support, however, I got to know that one person in the group actually travelled on it. I really want to cancel this refund request now as I fear any consequences.

What can I do in such situation to avoid any issues?

- should I contact their customer support again within couple of hours and tell them I made this mistake because I wasn’t aware of that friend’s travel and cancel the refund request?
- or any other suggestions?

Many thanks in advance for suggestions. Please give me your suggestions.

Regards

 

[AlterEgo]

I'd just contact customer support again to cover your back.

 

[johnstein]

Many thanks, I contacted them and they told that since the tickets are cancelled and the refund is in process they can’t cancel the refund request.
They also mentioned to not worry, there will be no issues and will receive the refund as per requested as the tickets are not scanned.

What should I do in this situation?

 

[Bletchleyite]

Many thanks, I contacted them and they told that since the tickets are cancelled and the refund is in process they can’t cancel the refund request.
They also mentioned to not worry, there will be no issues and will receive the refund as per requested as the tickets are not scanned.

What should I do in this situation?

Probably nothing you can do. Nor would anything likely come of it, because if the tickets were not scanned there is no evidence anywhere that they were in fact used bar you saying so, and you could have misunderstood anyway.

Just be more careful in future!

(As a side note, on Trainline if you attempt to refund a scanned ticket it won't let you even apply for a refund, for a disruption refund with a scan you have to go through customer services and faff for ages to get them to do it - if you're unsure if a ticket is used or not pressing the refund button, but obviously not going through with it, is a useful way to find out).

 

[WesternLancer]

Many thanks, I contacted them and they told that since the tickets are cancelled and the refund is in process they can’t cancel the refund request.
They also mentioned to not worry, there will be no issues and will receive the refund as per requested as the tickets are not scanned.

What should I do in this situation?

You should keep copies (long term) of your efforts to cancel it and their response in case you are ever asked - ie you could then show that you 'made reasonable efforts to correct your mistake'. If you spoke to them by phone make a note of the date and time and the nature of the conversation - the number you rang and the name of the person you spoke to if you can recall it.

 

[johnstein]

Many thanks @Bletchleyite it wasn’t allowing refund directly so I had to reach customer support in the first instance.

Many thanks @WesternLancer, I have saved the chat transcript.

I was reading some threads about people getting emails for investigation. Is it worth reaching out to Railway service provider in this case? Or it can do more harm?

Regards

 

[Bletchleyite]

Many thanks @Bletchleyite it wasn’t allowing refund directly so I had to reach customer support in the first instance.

It didn't allow the refund because it said the tickets were scanned when you pressed the button? That's odd if they are now saying they are not! I wonder if they checked only one of them and that one wasn't?

 

[johnstein]

No the tickets were not scanned as I got to know but initially clicking on refund button showed “Refund has been unsuccessful, please contact us quoting the reference RR1”

 

[Bletchleyite]

No the tickets were not scanned as I got to know but initially clicking on refund button showed “Refund has been unsuccessful, please contact us quoting the reference RR1”

Ah, right. If they had been scanned it would explicitly say that. Not sure what RR1 refers to, I guess just Refund Referral.

 

[AlterEgo]

Many thanks, I contacted them and they told that since the tickets are cancelled and the refund is in process they can’t cancel the refund request.
They also mentioned to not worry, there will be no issues and will receive the refund as per requested as the tickets are not scanned.

What should I do in this situation?

Nothing. You told them, not your problem any more. Trainline don't care and neither should you.

== Doublepost prevention - post automatically merged: 18 Nov 2024 ==

Many thanks @Bletchleyite it wasn’t allowing refund directly so I had to reach customer support in the first instance.

Many thanks @WesternLancer, I have saved the chat transcript.

I was reading some threads about people getting emails for investigation. Is it worth reaching out to Railway service provider in this case? Or it can do more harm?

Regards

Put your feet up and enjoy your week. Try not to think too hard about things.

 

[johnstein]

Thank you