charged twice, unable to get full refund

Last Saturday I bough a travel ticket from London (Kings Cross) to Edinburgh (Waverley). Leaving on Friday, 6th, with return for Monday, 8th.

I bought it via scotsrail website and I had to attempt it three times.
On the first two, I got a message that my card was declined. Details were correct, I don't know why that happened.
It only worked on the third, which was a few minutes after the previous failed attempts.

However, when I saw today my online bank statement, I noticed the overchage.
Going back to the confirmation email, which I only received once, after the third attempt, I saw it has two references. Same journey, same times.

I already applyed online for the refund of one of the tickets, but it only let's me get refund for the journey from Kings Cross to Edinburgh, not the return journey.
And if I understoot it right, I still have to get the ticket and send to them via post?

Have you definitely been charged or could your online statement be showing a pre-authorisation charge?

yorkie said:

Have you definitely been charged or could your online statement be showing a pre-authorisation charge?

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I do believe it is the actual charge. But even if it is the pre-authorization, I do have two confirmations for the same journey. Same email, two collections references.
I also shows on 'my bookings' on the scotsrail website.

Call their customer services and explain what has happened. You shouldn't be jumping through hoops of collecting then returning tickets, they should be able to process everything in their systems.

If they can't or won't, call your bank for a chargeback.

This happened to me last week. I tried to buy a ticket twice, but there was an error on the website, so I used a different site. 2 days later the two failed transactions were posted to my account (not just authorisations).

4 days later, they were both automatically refunded without any action from me. However I had never received any booking references, so there was no ticket to collect.

I had the same issue with the greater Anglia site a few months ago. After much phoning back and forth it was passed to the payments investigation team and refunded.

All these sites seem to be Trainline

Cavanholi said:

Last Saturday I bough a travel ticket from London (Kings Cross) to Edinburgh (Waverley). Leaving on Friday, 6th

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The next month in which the 6th is a Friday is September 2019. Is 6 September 2019 your date of outward travel?

Cavanholi said:

with return for Monday, 8th.

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After next Monday, 8th July, the next month in which the 8th is a Monday is June 2020.

This makes me suspect that at least one of your quoted dates is inaccurate.

John @ home said:

The next month in which the 6th is a Friday is September 2019. Is 6 September 2019 your date of outward travel?After next Monday, 8th July, the next month in which the 8th is a Monday is June 2020.

This makes me suspect that at least one of your quoted dates is inaccurate.

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It's fairly obvious that the OP meant either Saturday 6th or Friday 5th (most likely, much easier to typo 5 as 6 than to type the wrong day of the week). Either way, the dates make no difference to the point of the post, so let's not jump immediately to the "how can we discredit this post" stage...

mallard said:

It's fairly obvious that the OP meant either Saturday 6th or Friday 5th (most likely, much easier to typo 5 as 6 than to type the wrong day of the week). Either way, the dates make no difference to the point of the post, so let's not jump immediately to the "how can we discredit this post" stage...

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It’s fairly obvious that @John @ home was trying to establish if there could have been an error in the booking either by the poster or by the actual booking engine. A software bug could easily cause alsorts of issues if the return was booked a year away, particularly with a Trainline based site as frankly the number of bigs that they refuse to acknowledge and deal with is astounding.