Good and straightforward solution from SWR.

[bakerstreet]

My mistake.

I bought an Off-peak day single on paper through the SWR app when what I actually wanted was on Off-peak day return.

There was noone to ask to be able to excess it when I noticed my mistake (ticket office shut) so for 10p more I bought an Off Peak day return from the machine before my journey.

Uploaded the three tickets to SWR, explained what I’d done and requested a refund

Received an email today saying the refund has been processed and it appears to have been done with no admin charge.

Yes that’s probably what should have happened but we know that sometimes these things don’t turn out that way.

Especially as it was my transaction error.

So thanks SWR if indeed SWR read this feed.
I don’t recall giving my bank details but maybe they will refund back to the card I used.

 

[island]

I don’t recall giving my bank details but maybe they will refund back to the card I used.

Yes, they can usually refund the card transaction without a need for you to give the details again, but if they need them, they’ll call you.

 

[fandroid]

The SWR app does default to a single ticket if you don't correct it after the first stage of entering the start and end of your journey. It annoys me every time! Perhaps SWR realise its limitations and just want passengers to keep buying from them.

 

[bakerstreet]

An update re this.
Not yet refunded although SWR say they paid this a few weeks ago.
It hasn’t reached my card.
Customer service helpful but warn of a delay due to current level of backlog while they look at their systems.
Turns out not so straightforward as I thought but I think they’re doing the best they can.
However if it were me and I was in a customer facing role, and having seen evidence that refund has not been properly processed, I wouldn’t wait for customer to be refunded until after an investigation into what went wrong.
I’d expedite it now. But in any case I send thanks to SWR for trying to resolve this.
It was after all my error in the first place.

 

[The exile]

However if it were me and I was in a customer facing role, and having seen evidence that refund has not been properly processed, I wouldn’t wait for customer to be refunded until after an investigation into what went wrong.
I’d expedite it now. But in any case I send thanks to SWR for trying to resolve this.
It was after all my error in the first place.

That assumes that the person in the customer-facing role is in a position to do this from end- to-end. It is quite likely that all that person can do is request authorisation of a refund. Equally, “investigation” may mean “work out why this hasn’t worked so that we can actually get it to work rather than just run j to the same issue again we we re-try.”