Refused Ticket Collection

[Haywain]

Can’t staff override the standard issuing process if they think it’s genuine?

It may depend on the instructions they have been given, and whether they follow those instructions.

== Doublepost prevention - post automatically merged: 17 Jan 2024 ==

Rules are for the obedience of fools and all that.

Meanwhile, plenty of people have come a cropper by failing to follow rules.

 

[Red Rover]

Using discretion is far wiser, if a customer complains and it’s becomes an official complaint it’ll have to be recorded by customer services who in turn will say well done for following the rules but use your head, if we all followed the rules on customer service (not operations) then complaints would be flying in left, right and centre.
And I’d say why create the hassle? Sure GDPR could be an issue but at the same time I can think of a few things that fly in the face of that as well.

 

[RJ]

Rules are for the obedience of fools and all that.

What happened to the person who that quote is attributed to while enacting that ideology?

In the specific context of ticket printing, there’s less chance of grief if the instructions are followed!

 

[CyrusWuff]

It may depend on the instructions they have been given, and whether they follow those instructions.

And for TOCs that use Worldline @station (aka MTiS / Tribute X, depending on the TOC) it depends on how their machines are configured.

 

[Red Rover]

What happened to the person who that quote is attributed to while enacting that ideology?

In the specific context of ticket printing, there’s less chance of grief if the instructions are followed!

If rules were followed wholly customer would be even less than satisfied, if you're saying it shouldn't have been printed then fair enough but I've provided as example of if the rules are applied then how can a customer who's company has paid for on their company credit card have that card, I understand gdpr but if that is the case then why are toc's allowing business accounts? Most machines will accept any card to my knowledge. There are always caveats and work arounds, if it pleases both parties then I see no harm.

 

[Haywain]

I've provided as example of if the rules are applied then how can a customer who's company has paid for on their company credit card have that card, I understand gdpr but if that is the case then why are toc's allowing business accounts

Business accounts allow any card collection, so they follow the rules.

 

[Joe Paxton]

If rules were followed wholly customer would be even less than satisfied, if you're saying it shouldn't have been printed then fair enough but I've provided as example of if the rules are applied then how can a customer who's company has paid for on their company credit card have that card, I understand gdpr but if that is the case then why are toc's allowing business accounts? Most machines will accept any card to my knowledge. There are always caveats and work arounds, if it pleases both parties then I see no harm.

Incorrect. TVMs do what they are told to do by the retailer - some retailers be default require the same card collection for consumer (i.e. non-business) users, others don't - it all depends on whether the retailer has set the 'same card must be presented' flag for that particular ToD collection.

 

[Haywain]

Incorrect. TVMs do what they are told to do by the retailer - some retailers be default require the same card collection for consumer (i.e. non-business) users, others don't - it all depends on whether the retailer has set the 'same card must be presented' flag for that particular ToD collection.

And whether the TVM operator has similarly set the TVM to act for ToD collections. If they have set the machine to not follow the flag on the booking then any card will do for all bookings.

 

[Joe Paxton]

And whether the TVM operator has similarly set the TVM to act for ToD collections. If they have set the machine to not follow the flag on the booking then any card will do for all bookings.

Thanks, I don't think I'd appreciated that was a possibility. Arguably, that action on the part of the TVM operator unilaterally removes one of the retailers protections against revenue risk / fraud. (I guess that protection is significantly less important these days than it was years ago, but still!)

 

[Haywain]

Thanks, I don't think I'd appreciated that was a possibility. Arguably, that action on the part of the TVM operator unilaterally removes one of the retailers protections against revenue risk / fraud. (I guess that protection is significantly less important these days than it was years ago, but still!)

What it would do is transfer that fraud risk to the TVM operator as they have removed the protection. That's why TVMs almost always follow the rules.

 

[Red Rover]

Incorrect. TVMs do what they are told to do by the retailer - some retailers be default require the same card collection for consumer (i.e. non-business) users, others don't - it all depends on whether the retailer has set the 'same card must be presented' flag for that particular ToD collection.

TVM are told what to do by the software inside them, S&B may provide them or most of them as far as I’m aware, unless we’re at the wrong ends of the stick to what we’re meaning in TVM.
You can cancel the requirement for a card or two toc’s I know can. (Fujitsu star tis)

 

[Ken_Ilworth]

As a data point, I noticed this laminated sign/whiteboard instruction at Leighton Buzzard this weekend. I deduce that LNWR/WMT have set their machines to override any 'same-card' instruction from retailers. (Not tested this myself..)

 

[island]

Working in a ticket office, a significant proportion of transactions nowadays is printing out TODs. People pay with Apple Pay then ignore the instruction to bring any physical card in order to print out their ticket. Where I work we pride ourselves on being helpful but elsewhere ticket offices will refuse to print them. Until the process catches up with contemporary technology, probably best to stick to using a tangible card to buy and collect the tickets.

Some TVMs will now accept contactless to commence a TOD collection.

 

[Rheilfordd]

Just been to collect TOD from a Greater Anglia machine. Used Nat West card to validate, new type card, no embossed number, rejected twice. Tickets bought on line using Paypal.

Used old school embossed type credit card, tickets issued. It was only down to luck that I had the credit card with me

 

[Haywain]

Whatever the problem was, it wasn't due to the lack of an embossed number. Card readers do not look for that.

 

[Rheilfordd]

Whatever the problem was, it wasn't due to the lack of an embossed number. Card readers do not look for that.

I didn’t anticipate that they did. Only seeking to differentiate between old and new type Nat West cards.

Having thought about it since, I’m certain that I’ve had it happen a few times before, using the Nat West card.

Didn’t think anything of it until coming across this thread.