Overview
- QR codes at Mumbai stations link to a refund form that lets passengers file claims remotely for failed digital ticket payments.
- Details and proof submitted through the form are forwarded to the Centre for Railway Information Systems and the State Bank of India for verification and refund processing.
- Passengers receive email updates with a tracking link, and refunds are typically initiated within 5–7 working days after checks.
- The form opens only seven days after a failed transaction, which officials acknowledge as a constraint during the pilot.
- Nearly 48% of suburban transactions are digital and 8–10 failures are reported daily, prompting Western Railway to replace counter-based claims and weigh expansion to other divisions.