REFUNDS
Exceptional cases –full refunds
Regular Refund 85%
There is a
15 % penalty which will be automatically applied to all refundable orders.
The time
frame in which tickets can be refunded is variable; for certain products
refunds
can be
processed only prior to departure date, for some others within validity period
and for
others 1 year from the issue day.
Refunds
are limited to completely unused and unvalidated tickets. The unused
and
unvalidated document must be processed by the original selling point and
returned
in
the appropriate manner to ACP.
Refunds
cannot be granted for lost, mutilated, stolen or destroyed tickets.
How to
process refund:
1. Search for the order
by filling in the order ID or first/last name and/or telephone number.
2. If there are more orders
provided by the system, select the one that you need by clicking on the small
arrow at the beginning of the row.
3. Once the order is
opened, click on "Refund".
4. You will see refund
confirmation screen and you will be asked to confirm your choice by clicking
again on “Refund”.
5. The status of the
order will be changed to “Refunded”.
6. In order to verify refunded amount
please click on “show details”.
7. Store the order.
8. All refunded tickets
must be stamped Refund and send to ACP Marketing, together with
the Settlement report.
***Please
note, that they are some product that are completely non refundable such as:
Seat and sleeper reservations, GBHP and
city sight seeing tours***
When the refund can be processed?
BritRail: 6 months from the issue day
Eurail:
Applications for refund must be made within one year from the date of issue.
If the pass
is returned to the place of purchase either before the first day of validity or
endorsed ‘UNUSED’ by a railway official in Europe, before the first date of
validity, the entire cost is refunded , less 15% cancellation fee. In all other cases, e.g. loss, theft,
partly used) there is no refund, nor replacement.
National Passes: 6 months
from the issue day
TCV PTP tickets: 15% only prior to departure
(1st date of validity); after 1st day tickets are non refundable.
Connex Global Tickets: refundable only prior to
departure, after the departure date ticket non-refundable.
Sweden Rail, NSB and SJ:
Except
for some budget fares, tickets can normally be wholly or partly refunded. The
rules differ according to place of purchase and type of ticket.
"Refund 85%" confirmation screen
"Refund 85%" confirmation screen
Please note that you
cannot apply full refund in Railnet, unless you have written authorization from
ACP!
Please
note that full refund should be applied only within the same settlement month
to
refundable tickets issued in error, for example: incorrect name or product.
All other
cases require authorization.
Refund 100 % can be
processed for orders that have to be refunded with no penalty. 100 % refund value will be
entered in the Sales report automatically.
How to
process full refund:
1. Go to Administration
in the main menu and select: Refund 100%.
2. Search for the order
by filling in the order ID or first/last name and/or telephone number.
3. If there are more
orders provided by the system, select the one that you need by clicking on the
small arrow at the beginning of the row.
4. Once the order is
opened, click on "Refund 100%".
5. You will see refund confirmation screen and
you will be asked to confirm your choice by clicking again on 100 %Refund.
6. The status of the
order will be changed to Refunded.
7. In order to verify refunded amount
please click on “show details”.
8. Store the order.
Note: All refunded
tickets must be stamped Refund and send to ACP Marketing,
together with the Settlement report.
"Refund 100%" screen
"Refund 100%" confirmation screen
Please note that full refund is not applicable to:
·
Seat
and sleeper reservations as well as to GBHP and City Sightseeing Tours,
Exceptional cases –full refunds
They are
some exceptional cases where a full refund could be allowed for usually non
refundable products, for example: a railway strike or particular train not
operating, etc.
In such
cases you will need to obtain ACP authorization before applying a full refund.
Note that
“cancel” does not equal “refund”!
In fact,
if you apply “cancel” to printed tickets you will get no refund at all.
Cancel
icon should be used only prior to ticketing.
How it
works in the system:
After you click
"Cancel" in an order, the system will prompt you to a new screen
where you will have to confirm the cancellation.
To confirm the
cancellation click "Confirm Cancel" If you want to go back to the
order, click "Back". Cancellation confirmation screen.