FAQ about Train Endorsement and refund

1. What is endorsement?
Endorsement refers to the procedures to take when passengers change the date of travel, train number, or seat (berth).
The railway department reminds passengers that endorsement can only be handled when there is enough capacity (i.e., available tickets). Only the date of travel, train number, or seat (berth) can be changed, and the departure station and arrival station (except for stations in the same city) can not be changed.

2. Ticket Change Guidelines:
Passengers can change their ticket (date, train No., seat class, arrival station) once, with fees structured as follows: No fees apply for changes made over 48 hours before departure or changes made 24 to 48 hours before departure if switching to a train departing before 24:00 of the departure date. Additionally, changes made after the train departs for switching to a same-day train are exempt from fees.
5% of the lower fare for changes made 24 to 48 hours before departure to a train departing later than the original date. 15% of the lower fare for changes made less than 24 hours before departure to a train departing later than the original date. 40% of the lower fare for changes to a next-day (or later) train after the train departs.
Changing the arrival station requires a request 48 hours before departure, and once changed, no other changes (incl. date, train No., seat class) are allowed. If changing to a train that will depart over 8 days (including changing the arrival station) before original departure date and then requesting a refund over 8 days before departure, a 5% service fee applies.

3. What are the rules of ticket endorsement on the 12306.cn English website?
Passengers can have their tickets endorsed through 12306.cn if there are seats available. Passengers who have registered on 12306.cn and completed facial identity verification through mobile APP can also endorse their own tickets purchased via ticket window at the station, ticketing machine, ticket agency, or by other people on 12306.cn. To endorse a ticket ,or purchased by cash, or with a reimbursement receipt already printed, please go to the designated ticket window at the station. Passengers shall return the printed reimbursement receipt after endorsement.
The service of changing destination station is not available for endorsed tickets, group tickets, or through tickets.Tickets whose destination station has been changed cannot be endorsed.

4. What is change of destination?
Since June 10, 2015, the railway passenger transport department launched the "change of destination" service,i.e. after purchasing tickets, passengers can, based on the change of their travel itinerary, choose a new destination and travel by another train available within the presale period with a different departure date, train number or seat.
The railway department also reminds passengers that the change of destination service can only be provided if there are tickets available for sale.

5. How to change your destination?
If there are tickets available, passengers can change their destination through 12306.cn or at a designated ticket window at the station at least 48 hours ahead of the departure time of the original train. Passengers who have registered on 12306.cn and completed facial identity verification through mobile APP can also change on the website the destination of their own tickets purchased via ticket window at the station, ticketing machine, ticket agency, or by other people through 12306.cn. For railway e-ticket purchased by cash or with reimbursement receipt printed, please go to the designated ticket window at the station for change of destination. Passengers shall return the printed reimbursement receipt after the change of destination.
The service of changing destination station is not available for endorsed tickets or group tickets.Tickets whose destination station has been changed cannot be endorsed.
If the ticket is endorsed or if the destination station of the ticket is changed between 48 hours to 8 days before the train departure time, to another train schecduled to depart at least 8 days later ,5% refund fee shall be charged for the endorsed/changed ticket even if the ticket is refunded at least 8 days before train departure. If the train for ticket endorsed or ticket with its destination station changed is scheduled to depart within the Spring Festival peak season, the refund service fee will be uniformly charged as 20% of the ticket price.

6. Is endorsement or change of destination available to a ticket for multiple times?
Endorsement or change of destination station is available to one ticket for only one time.The service of changing destination station is not available for endorsed tickets and tickets whose destination station has been changed cannot be endorsed. If the passenger cancels the trip after endorsement or change of destination, he can get a refund according to refund rules. Endorsed tickets cannot be refunded after train departure.

7. In case of endorsement or change of destination, how to pay the price difference or get a refund?
In the case that the original ticket is purchased by cash, if the price of the new ticket after endorsement or change of destination is higher than that of the original one, the difference will be charged; otherwise, the difference will be refunded after a refund service fee is charged to the price difference as per the existing refund service fee rules (all in cash).
In the case that the original ticket is purchased at the ticket window by a bank card or on the 12306.cn website by online payment means, the passenger has to pay the full price of the new ticket after endorsement or change of destination with a bank card if the price of the new ticket is higher than that of the original ticket, and the refund ofthe original ticket will be returned within the prescribed time to the bank card or online payment account used to purchase the ticket; otherwise, the difference will be refunded within the prescribed time to the bank card or online payment account used to purchase the ticket after a refund service fee is charged to the price difference as per the existing refund service fee rules.

8. What to do if the passenger is unable to take the train as described on the ticket due to railway responsibility?
If the passenger is unable to take a train as per the departure date, train number, seat or berth described on the ticket due to railway responsibility, staff in the station or on the train will provide proper arrangements. If the rearranged train, seat, or berth costs more than the original one, the excess part of the fare will not be charged; otherwise, the fare difference will be refunded at the departure or destination station, and no refund service fee will be charged.

9. How to get a ticket refund?
Passengers can get a ticket refund via the 12306.cn website ahead of train departure. Passengers who have registered on the 12306.cn and completed the facial identity verification via mobile APP can also get a refund on the website for their own tickets purchased via ticket window at the station, ticketing machine, ticket agency, and by other people on 12306.cn. For e-tickets purchased by cash or with reimbursement receipt printed, passengers can apply for a refund on the 12306.cn and get the refund at the station ticket window with the passengers' original ID card within 180 days after successfully apply for the refund online. Passengers shall return the reimbursement receipt if it is already printed.
Passengers can also get a full refund at the station ahead of train departure time described on the ticket after charging a refund service fee. In special cases, the refund can be handled within 2 hours after train departure with approval of the chief of the station where the ticket is sold or the departure station on the ticket.
The ticket can't be refunded after the trip starts. However, if the passenger is not able to continue the trip due to injury or illness, the difference between the ticket price charged and the ticket price of the already travelled section can be refunded according to the passenger transport record issued by the train crew after a refund service fee is charged; if the travelled distance is less than the minimum mileage, it will be calculated as the minimum mileage. The same procedure can be handled to accompanying passengers.
Tickets endorsed after train departure will not be refunded. Platform tickets are non-refundable.
Railway transport company can adjust the refund rules temporarily when necessary. Please consult the local station or pay attention to the station announcement.

10. What documents shall I provide for refund at the ticket counter in the station?
Refund at the station ticket counter must be processed before the train departure:
(1) For a passenger who applies for the refund in person, please provide the ticket and the original valid ID used to purchase the ticket.
(2) If someone entrusted by the passenger, please provide the ticket, the original valid ID of the trustee and that of the passenger used to purchase the ticket.
(3) Please provide the purchase order number If the automatic reader cannot read the resident ID card or if a valid ID document other than the resident ID card was used to purchase the ticket.

11. How is the ticket refund service fee charged?
No refund service fee is charged if the ticket is refunded more than 8 days (including) before the departure date;5% of the ticket price is charged if the ticket is refunded more than 48hrs before the train departure; 10% is charged if less than 48hrs and more than 24hrs; and 20% is charged if less than 24hrs.
If the ticket is endorsed or if the destination station of the ticket is changed between 48 hours to 8 days before the train departure time, to another train schecduled to depart at least 8 days later ,5% refund fee shall be charged for the endorsed/changed ticket even if the ticket is refunded at least 8 days before train departure.
If the price of the new ticket after endorsement or change of destination is lower than that of the original one, the difference will be refunded after a refund service fee is charged to the price difference as per the existing refund service fee rules.
The refund fee shall be rounded up to RMB 0.5, with the value less than RMB 0.25 rounded off, that more than RMB 0.25 and less than RMB 0.75 taken as RMB 0.5, and the value more than RMB 0.75 rounded to RMB 1. The minimum refund fee is RMB 2.
If the train for ticket endorsed or ticket with its destination station changed is scheduled to depart within the Spring Festival peak season, the refund service fee will be uniformly charged as 20% of the ticket price.

12. What reimbursement receipt will I receive if charged for the refund?
The station ticket counter will provide a reimbursement receipt for the refund service fees you have paid.

13. How will I receive the refund for a ticket purchased on 12306.cn?
For ticket refund through 12306.cn, the refund will be returned to the original online payment method at a specified time as per relevant regulations.

14. What are the notes for receiving ticket refund at the station ticket counter after applying for the refund through 12306.cn?
For e-ticket purchased with cash, the passenger shall take the original ID document used to purchase the ticket to any station ticket counter within 180 days since the application of refund (including the day)to get the refund back in cash.
For an e-ticket whose reimbursement receipt has been printed , the passenger shall take the original ID document used to purchase the ticket and the reimbursement receipt to any station ticket counter within 180 days since the application of refund (including the day), to confirm the refund due and give back the reimbursement receipt. The refund will be returned to the payment account used to purchase the ticket. The reimbursement receipt must be kept properly. If it is lost, defaced, or incomplete, the refund will not be completed.

15. Can I have someone else to go and get the money after I claim a refund online?
Yes. If you entrust others to get the refund, the trustee shall take his/her valid ID document, the passenger's ID document used to purchase to ticket, as well as the reimbursement receipt (if already printed) to the station ticket counter for the process.

16. How can I get the reimbursement receipt for the refund service fee charged when making endorsement or change of destination through 12306.cn?
Please go to a station ticket counter for the reimbursement receipt of the refund service fee within ten days since the endorsement or change of destination through 12306.cn, with the passenger's valid ID document used to purchase the ticket.
Source: 12306