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"RAD Completion"Introducing a new functionality

for After-Sales

Introduction

A new, interesting functionality for you

Processing directly a refund for French tickets is in some cases impossible for you, for instance when the refund request comes after the train departure date. In this case,

You cannot make the refund directly in Euronet You must submit your request to the After-Sales team, which will process the refund for you

Good news! The introduction of this new "RAD Completion" functionality will make it possible for you to complete such refunds…

directly in Euronet in all autonomy, without having to ask the authorization to the After Sales team for all "French Journeys" tickets and for all international routes with a departure station in France

This quick guide will show you how to proceed...

Concepts

Reminders on the refund procedure

Several conditions must be fulfilled to be eligible to a refund Fare must allow it (some fares are refundable, some are not) Seat must be released in a timely fashion Ticket must be endorsed and stamped as "not used" by a French ticket office staff

at any station before the train departure date at the departure station ONLY on the train departure date Seat must be released in a timely fashion

Original tickets must be in your hands before to proceed the refund and need to be sent back to Rail Europe office with your monthly report.

The release of the seat before train departure…

is important because it allows SNCF to re-sell the seat and other people to travel can be performed by any SNCF ticket office if the traveller is in France

The ticket endorsement as "not used" is crucial because it proves that the ticket hasn’t been used to travel it is a sine-qua-non condition to get a refund

Concepts

In that context, how does the RAD functionality work?

What is the "RAD Completion" functionality? The "RAD completion" functionality allows you to finalize a refund operation that has been initiated by a SNCF ticket office staff

even after train departure date completely electronically, in Euronet, without the After-Sales teams authorisation

The "RAD Completion" follows the "RAD initiation" step which takes place when the seat is released by a SNCF ticket office staff during which the operation is recorded in the PNR and stored for 60 days

What is new with the RAD functionality? The great news are

that you are now able to finalise such after sales files directly on your account that you no longer need the assistance of the After Sales team for that

Concepts

Definition and scope

What does "RAD" mean? RAD stands for "Remise A Disposition" in French In English, this means "Putting back the seat at the carriers' disposal"

What is the scope of the functionality? French domestic trains (also known as "French Journeys" in Euronet) International trains with a departure station in France, when a refund is initiated in a French station

How to proceed?

First of all, make sure that the ticket office staff did a "RAD Initiation"

In most cases, the endorsement on the ticket indicates "RAD". In the below example, the ticket office staff released the seat on 19 July 2010.

How to proceed?

Search for the ticket/booking in Euronet

In the after sales section, enter the ticket or booking number you need to refund and click on search

How to proceed?

Check the booking details in Euronet

If all is correct, click on "Refund ticket"

How to proceed?

Finalise the refund in Euronet (1)

Make sure you select ALL tickets for which a RAD has been initiated and check the "RAD completion" tick box

How to proceed?

Finalise the refund in Euronet (2)

The last steps of the refund process remain the same as usual

Click on "Get Quote" to get the penalty fees

Click on "Finalize" to complete the after-sales process. Penalty fees will be calculated automatically.

FAQs

Q: Is the "RAD Completion" functionality available for all point-to-point tickets?A: NO, this functionality is ONLY available for French Journey tickets which can be refunded (fully or partially) and for international train tickets whose origin is in France.

Q: Can I refund my tickets 59 days after travel date?A: YES, you can process a "RAD Completion" operation up to 60 days after train departure date.

Q: What happens if I don't select all tickets for which a RAD had been initiated?A: In that case, you'll get an error message "Error in processing RAD Completion" - Some or all TCN's in limbo status are not selected for refund". In that case, just click on the "back" button, and make sure you select all tickets for which the RAD had been initiated

Q: Can I use the "RAD completion" for processing refunds before departure?A: NO, "RAD Completion" functionality is only available for tickets for which the refund process has been initiated in France, by a ticket office staff