Booking & Scenario Criteria
ELIGIBLE FOR REFUNDELIGIBLE FOR REFUND
Refund Approved: Cancelled Prior to 23:59 Travel Deadline
Request received before 23:59 on the day before travel commences. In accordance with NRCoT Condition 29, ticket is approved for refund within 28 days.
Criteria Checked for this Result
National Rail Conditions of TravelThe traveller must notify CTM before 23:59 the day before travel, AND must post all physical coupons back to CTM no later than 21 days after the travel date before refund can be released.
Traveller Email Template (Plain Copy-Paste)
Professional, humanized reply tailored to this specific scenario and circumstances
Standard Humanized Email Templates Library
Ready-to-copy, warm, and professional email templates tailored by situation without calculations or numbers
Official CTM Template: Advance Single Exchange & Split Ticket Guidance
Standard & Split AdvanceOfficial consultant response detailing Like-for-Like criteria, split ticket leg structure, form download, and ToD return instructions.
1. Approved Pre-Deadline Cancellation (Digital eTicket)
ApprovedSent when traveller requested cancellation prior to 23:59 the day before travel.
2. Action Required: Return Physical Coupons (21 Days)
Action RequiredSent when passenger has collected kiosk tickets or paper CCST coupons.
3. Full Refund: Railway Service Disruption / Cancellation
Condition 30Sent when passenger journey was disrupted by the train operating company.
4. Exemption Approved: Accessibility Barrier / Disability
ExemptionSent when journey was prevented by broken lift, overcrowding, missing carer, etc.
5. Exemption Approved: Medical Event / Bereavement
Condition 29Sent for personal crises, acute illness, emergency hospitalisation, or bereavement.
6. Polite Decline: Requested After Deadline (With Exemption Invite)
DeclinedSent when traveller missed train or requested on/after travel date without pre-notice.
Evolvi Refund Manager Interactive Simulator
Matches the exact UI screens added to Evolvi for the NRCoT Refund Changes
Official Training Screenshots (RDG Sep 2026 & Evolvi Release Notes)
Evolvi Order Details Screen (Slide 8)
Order Ref: [Booking Reference]
Agents can click CANCEL on an individual ticket row to cancel a specific item in the order.
Cancel All / Individual Ticket Dialog (Slide 9)
Refund Request modal
Clicking CANCEL ALL or CANCEL routes tickets to the Cancelled Queue for the BOT or admin team.
Normal Refund with Evidence Box Ticked (Slide 10)
Cancelled Prior to Deadline
Ticking the auditable evidence box defaults reason to: Unwanted ticket – cancelled prior to refund deadline.
Protected Characteristics Selection (Slide 13)
Disability / Accessibility Factor
Box remains UNTICKED. Select: Unused ticket – protected characteristics.
Exceptional Circumstance Reason Textbox (Slide 15)
Condition 29 - Bereavement / Medical Event
When selecting "Unused ticket – exceptional circumstance", Evolvi dynamically displays a new mandatory text box: Please provide an exception reason:.
Agents must provide a concise, factual reason without any personal opinion (e.g. "Traveller experienced acute medical emergency on travel date").
This reason is audited and settled under specific RDG settlement codes.
UK Rail Refund Decision Logic Flowchart
Step-by-step criteria verification path enforced under NRCoT Conditions 29 & 30
Was the train cancelled, heavily delayed, or journey abandoned due to disruption?
Eligible for 100% Full Refund. Process via TARS in Evolvi under "Full refund - no cancellation charges". Applies to ALL fares including Advance.
Proceed to Step 2 (Check ticket type and purchase date).
What is the ticket type?
Non-refundable for cash. Can only be EXCHANGED before scheduled departure time of first booked train.
Legacy rules apply. Refund permitted within 28 days post-travel. Evolvi reason: "Ticket purchased prior to 01 May 2026".
Anytime, Off-Peak, Super Off-Peak. Strictly subject to 23:59 Day Before Travel Cut-Off. Proceed to Step 3.
Did the customer instruct CTM before 23:59 on the day prior to travel?
Eligible for Refund. Check delivery method:
- eTicket: Agent or BOT processes from Cancelled Queue. Tick "Agency has auditable evidence..." box.
- Paper / Collected ToD: Customer MUST post tickets back within 21 days before refund can be released.
Default: NON-REFUNDABLE unless an approved exemption applies.
Proceed to Step 4 (Exemption Check).
Does the post-travel request qualify for an exemption?
B2B Travel Agent concession! Kiosk coupons never printed. Refund within 28 days as normal.
Disability, lift out of order, overcrowding, carer missing. Reason: Unused ticket – protected characteristics.
Bereavement, acute medical emergency. Reason: Unused ticket – exceptional circumstance + enter description.
STRICTLY REJECT REFUND. National Rail rules do not permit refund.
National Rail Conditions of Travel (NRCoT v7) Policy Matrix
Summary of ticket types, cancellation cut-offs, delivery fulfillment rules, and Evolvi codes
| Ticket Category | Ticket Types & Codes | Cancellation Cut-Off | Delivery Rules | Evolvi Action / Queue |
|---|---|---|---|---|
| Walk-Up Flexible |
Anytime (SDS, SDR, SOS, SOR) Off-Peak (CDS, CDR, SVS, SVR) Super Off-Peak (CXR, OPR, OPX) |
23:59 the day before travel commences. |
• eTicket: instant voiding • Paper / Collected ToD: Must return physical coupons within 21 days |
Tick "Agency has auditable evidence..." -> Unwanted ticket – cancelled prior to refund deadline |
| Advance Single | Advance (ADV) - Standard / 1st | Non-refundable for cash. Exchange prior to departure time only. | Original ticket surrendered / voided | Reject refund (unless train disrupted -> 100% full refund via TARS) |
| Uncollected ToD (Kiosk) | Walk-up uncollected at station kiosk | Agreed B2B Concession: Can be refunded within 28 days post-travel. | No ticket return needed (never printed) | Order Manager -> CANCEL -> Cancelled Queue |
| Disrupted Train (Condition 30) | Any ticket type (Walk-up, Advance, Season) | Any time within 28 days of disruption | Physical tickets must be collected back if printed | TARS -> "Full refund - no cancellation charges" |
| Protected Characteristics | Walk-up tickets | Permitted on or after travel date | Standard delivery rules | Leave checkbox unticked -> Unused ticket – protected characteristics |
| Exceptional Circumstances | Walk-up tickets | Permitted on or after travel date | Standard delivery rules | Leave checkbox unticked -> Unused ticket – exceptional circumstance -> Fill exception reason box |
Public Rollout
RDG launched NRCoT Version 7 rules for retail consumers purchasing at stations or public websites.
B2B / Travel Agent Transition
Evolvi system enhanced with auditable evidence checkbox and new refund reason dropdown codes.
Strict TMC Enforcement
RDG audit enforcement begins across all TMC bookings. 23:59 pre-travel cut-off strictly applied.
Systems Operational Reference: Lightning • LA • Evolvi
How our three core daily applications interact during the cancellation and refund cycle
- Cut-off Enforcement: Self-service cancellation button is automatically locked at 23:59 the day before travel.
- Pre-Deadline: Booker clicks Cancel in Lightning -> API sends cancellation signal directly into Evolvi.
- Post-Deadline: Booker sees a warning banner stating tickets are non-refundable and advising them to contact CTM if exemptions apply.
- Audit Logging: Consultants must record timestamped remarks in LA for all phone or email cancellation requests.
- Verification: Check booking issue timestamp and verify whether instruction arrived before 23:59 day before travel.
- Exemption Tagging: Log protected characteristics or medical details in CRM/LA internal notes.
- Order Details: Click CANCEL (single item) or CANCEL ALL (order) to move to the Cancelled Queue.
- Auditable Evidence: If cancelled via API/Lightning, checkbox is auto-ticked and greyed out. If agent processing, tick box to default reason to Unwanted ticket – cancelled prior to refund deadline.
- Settlement Data: Evolvi transmits official RDG settlement codes matching the selected reason.