Cancelling a ticket purchased through Alipay.

Anonymous91

I cannot contain my disappointment with your service. I once believed that your Alipay app would provide me with a convenient and reliable ticket purchasing experience, yet recent events have completely shattered that belief.

I used the Alipay app to purchase a train ticket. However, during the purchasing process, I accidentally selected the wrong departure location. I immediately realized this mistake and attempted to correct it using the refund option provided by Alipay. However, I was met with a labyrinth of confusion as the system utterly failed to process my refund request.

I have exhausted all avenues, including contacting customer service and consulting relevant help documentation, yet all my efforts have ended in failure. I am incensed because I need to depart from the correct location, and your platform has offered no solution whatsoever.

I demand that your team promptly review my order and provide a viable refund solution. I will not tolerate such rudeness and irresponsibility towards users. As a well-known payment platform, you should take responsibility instead of passing the buck onto users.

I look forward to your prompt response and resolution. If you cannot provide a satisfactory solution, I will have no choice but to take further action, including seeking legal assistance. I hope such actions will make you realize that ignoring and neglecting users will have consequences.
If any official member could see this, please contact me and refund it!
my email address
Sincerely,

RolandP

Hello Anonymous91

Please kindly note, this platform is the SBB Community, we are a customer-driven support platform run by volunteers, we are not the SBB Customer Service. We are therefore unable to answer your inquiry and ask you to send it to SBB, using this contact form:

https://www.sbb.ch/en/help-and-contact/customer-service/praise-comments/reklamation.html

Furthermore, my personal advice, please stay polite, you will probably be more successful in the resolution of the problem. Threats are not really helpful when you deal with Swiss people. One has to acknowledge that the problem started by a mistake done by you, so you should not distract from that fact and be happy if the problem can still be solved to your satisfaction.

Kind regards,
Roland

RomanoS

Hi Anonymous91

I think it’s important to understand when it is possible to refound and not.
What I think, reading what you posted, is that, you purchased a ticket that was very quickly a valid one.

The direct refound is given when:

For Super Saver Tickets within 30 min refoundable within Alipay miniprogram.
For normal Tickets before validity. For example: if you buy a normal ticket today and the validity begins tomorrow. Then you have all the flexibility to refound within Alipay miniprogram.

For further information, do you had already to this Weblink? here there are all the informations.

https://www.sbb.ch/en/help-and-contact/refunds-compensation/refunds-compensation/ticket-refunds.html

Many thanks and all the best.
BR

Romano

Anonymous91

RolandP
Thank you for your advice, and I apologize for my impulsiveness and rashness. The main reason behind it is that the official service of SBB is really great, but its Chinese agents—WeChat and Alipay mini-programs—are poorly managed. They violate the refund and change agreement without authorization, causing many Chinese users to be unable to obtain refunds even when they meet the refund conditions. These agents also do not provide any contact information, leaving many users neglected and unsure of what to do. We sought help from the official SBB channels after sending numerous refund requests, at least ten feedbacks, but SBB stated that refunds for tickets purchased through third-party agents must be processed through the agents, who in turn refuse to do so. We are truly at a loss. Once again, I apologize for my impulsive behavior, and I appreciate your response.

Anonymous91

RomanoS
Thank you for your advice.
1 I bought the normal ticket and meet the refund policy
2 I have contacted with the web you provided for sending numerous refund requests, at least ten feedbacks, but SBB stated that refunds for tickets purchased through third-party agents must be processed through the agents, who in turn refuse to do so.

The official service of SBB is really great, but its Chinese agents—WeChat and Alipay mini-programs—are poorly managed. They violate the refund and change agreement without authorization, causing many Chinese users to be unable to obtain refunds even when they meet the refund conditions. These agents also do not provide any contact information, leaving many users neglected and unsure of what to do. We are truly at a loss.
Thanks again

RomanoS

Hi @Anonymous91
Do I get it right, that you purchased trough another agent and not the SBB Alipay Miniprogram?

Thanks,

Romano

Anonymous91

RomanoS

Hi RomanoS，

Thanks for your reply and help.

I bought the ticket from Alipay Miniprogram.

Maybe it is not an agent, it should be a SBB Partner sales. Because when I apply for the refund from SBB customer service, I got the reply from SBB office:
“Hello

Thank you for your query.

You have requested a refund for the costs of your journey.

As you purchased the ticket from SBB Partner sales, we kindly ask you to send your refund request form directly to the SBB Partner sales.”

But the SBB partner sales (here Alipay Miniprogram) is out of contact and I have no method to get refund from them.

Thanks for your time again. Very appreciated for your help.

RomanoS

Hi @Anonymous91

Yes this is correct. The SBB Miniprogram on Alipay is something different that someone else (acency) selling SBB Tickets on Alipay.

You gave your money for the service/product them, not us.

But anyway, it depends for what kind of ticket your are asking refound. Which is it?

Thanks,
Romano

Anonymous91

RomanoS
Hi RomanoS,
Thanks for your help again.
I would like to tell the whole process to you:
In May 31,
at 16:17, I bought two tickets in one order (for two passengers), departure from Zurich airport to St-Sulpice VD, Parc Scient. The tickets are Point-to-point Ticket, Full fare, vaild from May 31st 00:00 TO June 1st 05:00. Order no.: ••••••••••••.
at 16:19, I realized that I have bought the wrong tickets with the wrong departure location. Then I tried series refund in the Alipay but all failed, although the Alipay rules said that I could get the refund in half an hour, but it really did not work.
at 16:28, I bought two new tickets, which departure from Geneve airport, Order no.: ••••••••••••, and I consistently tried to argue for refund these two wrong tickets in the Alipay. I also tried to find some help in the SBB office, but they told me I need to get the refund from Alipay.
in the following days, I wrote letters to the SBB office, serached help in the SBB offline office, but the reply is the same, as I posted before. I continued to contact with Alipay SBB Miniprogram, only repeated responses from the robots are given and there is no way to me.
then I search help in the Chinese domestic social forum, I found many many Chinese users had the same experience with me and the Alipay SBB Miniprogram (another partner sales in China—- the Wechat is the same) seems to be only a shell company with no response.
another help discussion here is as following:
https://community.sbb.ch/d/22011-alipay-and-wechat-miniprograms/3

then I pin my hope here. I know I am impulsive and my words may be not polite, because I am really tired about the whole experience these days. I apologize for my rude behavior/words and thanks for the kindness of all the volunteers in the warm community, you let me love Swiss again.

Best,
My friends