主講人：李秀聰鐵路客運站售票崗位作業TicketingPositionOperationsattheRailwayPassengerTrafficStation

Presenter:LiXiucong01五字退票法Five-wordRefundMethod步驟一Protectthesite五字退票法Five-wordRefundMethod一“看”I.Look二“輸”II.Enter三“核”III.Check五“交”V.Give四“蓋”IV.Stamp02退票（網銀支付）一次作業流程OneTimeOperationProcessforTicketRefund(E-currencyPayment)步驟一StepI1.看：票、證是否符合退票條件Lookwhethertheticketandthecertificatemeettheconditionsforrefund.2.判斷退票方式，告知旅客相關規定Determinethewayofrefundingtickets,andinformthepassengertherelevantregulations.退票（網銀支付）一次作業流程OneTimeOperationProcessforTicketRefund(E-currencyPayment)步驟二StepII1.正確選擇退票理由Choosethecorrectreasonfortherefund.（3）無法讀磁且掃描的車票，手工輸入車票21位碼Forticketsthatcannotneitherbereadmagneticallyandscanned,退票（網銀支付）一次作業流程OneTimeOperationProcessforTicketRefund(E-currencyPayment)界面顯示車票票面信息ticketmakingmachine,theinterfacedisplaystheticketinformation.（1）磁介質車票（藍票）按ALT+M將車票吸入制票機Forthemagneticmediumticket(blueticket),press“ALT+M”todrawtheticketintothe（2）無法讀磁的車票掃描車票二維碼，界面顯示車票信息ScantheticketQRcodeforticketsthatcannotbereadmagnetically,theinterfacedisplaystheticketinformation.2.紙質車票Papertickets：還原車票票面信息manuallyenterthe21-digitcodeofthetickettorestoretheticketinformation.步驟二StepII3.電子車票Electronictickets:（3）選擇旅客要求的車票，還原票面信息Selecttheticketrequestedbythepassengerandrestoretheticketinformation.（無法讀磁時手工輸入訂單號碼+身份證件號碼）(ManuallyenterordernumberandIDnumberwhenmagneticreadingisnotpossible).（1）點擊退電子客票Clicktoreturnthee-ticket.（2）按F7取讀身份證件信息PressF7toretrieveIDcardinformation退票（網銀支付）一次作業流程OneTimeOperationProcessforTicketRefund(E-currencyPayment)步驟三StepIII1.核對票面信息和系統顯示是否一致Checkthattheticketinformationandthesystemdisplayarethesame.

2.退款時，需核對銀行卡的卡號與系統Whenrefunding,checkwhetherthecardnumberofthebankcard顯示的卡號是否一致isthesameasthecardnumbershowninthesystem.退票（網銀支付）一次作業流程OneTimeOperationProcessforTicketRefund(E-currencyPayment)步驟四StepIV1.銀行卡支付、電子支付：打印“受理單”旅客在商戶存根聯簽字Bankcardpaymentandelectronicpayment:printthe"acceptancesheet".Passengerssignonthemerchantstub4.無發票時退保不退款Norefundonsurrenderofinsurancewithoutinvoice.確認并收回存留（支付寶支付無憑條）toconfirmandretrievetokeepit.(NovouchersforAlipaypayment).3.有乘意險業務時保險費全價退還，同時收回乘意險發票Fullrefundofpassengerinsurancepremiumsandrecoveryofinsuranceinvoicesincaseofpassengerinsurancebusiness.2.學生票還需使用學生優惠卡識別機恢復購票次數Studentticketsalsorequiretheuseofastudentdiscountcardidentificationmachinetorestorethenumberofticketspurchased.退票（網銀支付）一次作業流程OneTimeOperationProcessforTicketRefund(E-currencyPayment)步驟五StepV1.在票面上蓋“車票已退”字章Stamp"TicketRefunded"ontheticketsurface.2.在退票費報銷憑證上蓋站名章Stampthestationname,personalnameanddate收回原票（及客運記錄）并妥善保管Retrievetheoriginalticket(andpassengerrecords)andkeepitproperly.個人名章、日期章ontherefundfeereimbursementvoucher.退票（網銀支付）一次作業流程OneTimeOperationProcessforTicketRefund(E-currencyPayment)步驟六StepVI1.退票費報銷憑證、銀行卡、持卡人存根Givetherefunds,redundfeereimbursementvouchers,bankcards,carholderstub2.告知相關規定Informthepassengersrelevantregulations.旅客證件交給