working manual tdr claim

WORKING PROCEDURE AND

USER MANUAL

FOR

ON LINE E-TICKET/I-TICKET TDR REFUND PROCESS

Contents

Objective................................................................................ 1

General Instruction............................................................. 2 – 8

Module –I (To be used by customer).............................. 9 – 18

Module-II (To be used by Corporate Office)................19 – 67

Module –III (To be used by IRCTC Zonal/ Regional Office).........................68 – 80

Module –IV (To be used by Railways)..........................81 – 110

Module –V (To be used by Customer Care Staffs of IRCTC..............111 – 114

Appendices

Abbreviations................................................................... 115

Meanings/Synonyms..................................................... 116

Email–ids............................................................................117

Circulars............................................................................

115 115

ABBREVIATION:-

CR : CENTRAL RAILWAY

ECO : EAST COAST RAILWAY

ECR : EAST CENTRAL RAILWAY

EDR : Electronic Data Interchange

EFT : Excess Fare Ticket

ER : EASTERN RAILWAY

IRCTC : Indian Railway Catering & Tourism

Corporation

KR : KONKAN RAILWAY

NCR : NORTH CENTRAL RAILWAY

NER : NORTH EASTERN RAILWAY

NF : NORTH FRONTIER RAILWAY

NR : NORTHERN RAILWAY

NWR : NORTH WESTERN RAILWAY

SCR : SOUTH CENTRAL RAILWAY

SEC : SOUTH EAST CENTRAL RAILWAY

SER : SOUTH EASTERN RAILWAY

SR : SOUTHERN RAILWAY

SWR : SOUTH WESTERN RAILWAY

TDR : TICKET DEPOSIT RECEIPT

TTE : Travelling Ticket Examiner

WCR : WEST CENTRAL RAILWAY

WR : WESTERN RAILWAY

116 116

SYNONYMS

TDR STATUS:-

TDR Entered : TDR has been filed successfully

Admin Approved : Refund Eligible case approved by

IRCTC Corporate/IRCTC Zonal Office

Admin Regret : Non Eligible case rejected by

IRCTC Corporate/IRCTC Zonal Office

CCM Approved : Refund processed by Concerned Zonal

Railway

CCM Regret : Non Eligible case repudiated by Zonal Railway

GGM Approved : Refund Amount received from Zonal

Railway and updated in IRCTC Database

GGM Regret : Non Eligible case repudiated by Zonal

Railway and updated by IRCTC Zonal Office

TDR REFUND STATUS

Approved : Refund Amount received from IRCTC Zonal

Office and updated for further communication to

Bank

Sent For Refund : Refund Advice given to Bank

Refunded : Amount Refunded to the customer’s Account

i-ticket : refers to a Railway reservation booked on this

website for the consummation of which a printed

Railway ticket on standard Stationery is

dispatched by IRCTC to the Customer through the

courier, which constitute the authority to travel on

trains.

e-ticket : refers to a Railway reservation booked on this

website, for the consummation of which the

customer prints out an Electronic Reservation Slip

which, along with the concerned authorized

personal identification, constitutes the authority to

travel, in lieu of the regular ticket on standard

Stationery.

117 117

List of email-ids

[email protected] : Customers mails to this email-id for their enquiries

[email protected] : Customers mails to this email-id for e-Ticket

cancellation request

[email protected] : IRCTC registered agents mails to this email-id for

their various requests

[email protected] : Customers mails to this email-id for their TDR

related enquiries

[email protected] : mail-id from which automatic generated email is

sent to customers on TDR refunds

[email protected] : internal email-id for online-tdr application related

enquires used by IRCTC offices & Railways offices

Contact Phone Number : 011-23345900, 011-23365681

CIRCULARS:-

IRCTC Letter No.2008/IRCTC/ERTD/Refund dated 06.06.2008

Railway Board Letter No.2008/TGI/10/P/Refund dated 20.06.2008


Railway Board Letter No.2008/TG-I/10/P/Refund dated 29.8.2008


TDR

1

Objective:-

1. To computerise the TDR Process

2. Customer can file TDR on–line and can view the status on-line

3. Web based System, so all carryout their part of process on-line

4. Complete replication of Manual Process

5. Use of IT to reduce manual paper work and speedup the TDR process

6. Better quality of service to customer

7. Our contribution to e-Governance process

8. Empower people with access to information

2

General Instruction:-

What is TDR and who are eligible?

The TDR means Ticket Deposit Receipt. In case of i-ticket, the TDR will be issued by

the Railway Authority, while in E-ticket there is no TDR issued But the customer has

to file their claim through online facility provided by IRCTC. The link is available in

www.irctc.co.in – My Transaction – File TDR for any of the following reason. The

refund will be processed by concerned Zonal Railway as per extent Railway Rules.

Once the refund will be received from concerned Zonal Railway the refunded

amount will be credited back to customer account respectively.

When can Customer file TDR :-

In case of

1. Train Cancelled By Railways

2. Train running Late by More than Three hours

3. Difference of Fare in case proper coach not attached

4. AC Failure – Original TTE certificate is required

5. Travelled without proper ID proof – Original EFT is required

6. Wrongly charged by TTE – Original EFT is required

7. Party partially travelled Claim (except Rajdhani/Shatabadi/Jan Shatabadi

Exp) – TTE Original certificate is required

8. Passenger Not travelled – Ticket type in General

NON ELIGIBILITY OF TDR:-

1. Other than Railway Fault

2. Confirmed Tatkal ticket if passenger Not travelled

3. If cases not received within 30 days from Date of Journey.

4. Partially travelled Claim (Short of booked destination) in

Rajdhani/Shatabadi/Jan Shatabadi Exp .

In Case of i-ticket online refund request is not permitted.

3

Instruction for customer for geting refund on i-tickets are:-

• Surrender the I-Ticket with the Station Master and obtain a Ticket Deposit

Receipt (TDR).

• Send claim for refund to the following address attaching the original TDR to:

General Manager (Operations),

Indian Railway Catering & Tourism, Corporation Ltd.,

2nd Floor, STC Building,

1, Tolstoy Marg, New Delhi - 110 001.

• IRCTC will process the refund claim with the Railway Administration and

refund granted by the Railway shall be credited to customer’s account

accordingly.

4

The Current procedure for getting refund on eTicket vis-à-vis earlier instruction

E-Ticket

Sl

No

Earlier Procedure Current Procedure (New Online TDR

Application)

1 Refund claim letter received from

Customer through e-mail or

post/courier along with claim detail

Customer himself can register the case

through Online or if the customer not able to

register online due to any technical problem,

the case will be registered by IRCTC

Corporate Office staff on receiving the e-mail

from Customer

2 After verification by the IRCTC

Corporate Office Staff the claim shall

be forwarded to the concerned Zonal

Railway or IRCTC Regional/Zonal

Office for tdr refund process

Claim can be “reject” or “approved” by

IRCTC Corporate or Regional/ Zonal Office

staffs as per extent Railway Rules

Approved Claim cases shall be

electronically transferred to the concerned

Zonal Railways for further refund process

3 Claim manually registered by

Concerned Zonal Railways

The case can be register by concerned Zonal

Railway through system

4 Claim will be distributed to

concerned dealing Clerk

Claim will be distributed to concerned

dealing Clerk – Manual Process

5 Verification of Chart and other

required documents

Verification of Chart and other required

documents – Manual Process

(Will be automated after implementation of

EDR)

6 Claim were being approved or

repudiated by concerned Zonal

Railway depend upon the eligibility

Claim shall be approved or repudiated by

concerned Zonal Railway depend upon the

eligibility – Manual Process

7 Put up the file to the concerned

competent Authority for approval

Put up the file to the concerned competent

Authority for approval – Manual Process

8 Pay order and refund statement were Pay order shall be prepared by concerned

5

being prepared by concerned Zonal

Railway

Zonal Railway - Manual Process

9 Update the Refund detail in refund

Register

Update refund detail and pay order detail in

system

10 Refund Statement along with pay

order handed over to concerned

IRCTC Regional/Zonal Office

To take the printout of refund statement

from system along with Pay Order to be

handed over to concerned IRCTC

Regional/Zonal Office

11 After encashing, the refund amount

will be deposited to the IRCTC

Corporate Account

After encashing , the refund amount will be

deposited to the IRCTC Corporate Account

– Manual Process

12 Refund Statement has been

forwarded to IRCTC Corporate

Office for further disposal of cases

Refund detail updated in system by IRCTC

Regional/Zonal Office/Corporate Office

accordingly

13 Refund detail updated by IRCTC

Corporate Office – System Process

-----

14 Generate Refund file from system by

IRCTC, Corporate Office and also

verified for any chargeback has been

received – System process

If any chargeback has been received from

Bank, the refund amount will be held with

IRCTC till cases are withdrawn by customer

from Bank.

Refund file will be generated remaining

cases by IRCTC Corporate Office

15 Refund Advice given to bank Refund Advice given to bank

16 Refund Conformation received from

Bank

Refund Conformation received from Bank

17 Update Refund file – System Process Update Refund file – System Process

18 Refund confirmation mail were being

sent to customer accordingly

Refund confirmation mail shall be sent to

customer accordingly

Customer also can view the status “TDR

History” from their end.

6

The Current procedure for getting refund on i-Ticket vis-à-vis earlier instruction

I-Ticket

Sl No Earlier Procedure Current Procedure (New Online TDR

Application)

1 Refund claim letter received from

customer through Post/Courier

along with their request for claim

and Original TDR (Ticket Deposit

Receipt)

Refund claim letter received from customer

through Post/Courier along with their

request for claim and Original TDR (Ticket

Deposit Receipt)

2 Claim case were being registered by

IRCTC Corporate Office – system

Process

Claim case shall be registered by IRCTC

Corporate Office – system Process

3 Forwarding Letter along with

customer claims and original TDR

sent to concerned Zonal

Railway,IRCTC Regional/ Zonal

Office accordingly

Forwarding Letter along with customer

claims and original TDR shall be sent to

concerned Zonal Railway, IRCTC Regional/

Zonal Office accordingly

4 Claim has been manually registered

by Concerned Zonal Railways

The case can be register by concerned Zonal

Railway through system

5 Claim will be distributed to

concerned dealing Clerk

Claim will be distributed to concerned

dealing Clerk – Manual Process

6 Verification of Chart and other

required documents

Verification of Chart and other required

documents – Manual Process

(Will be automated after implementation of

EDR)

7 Claim were being approved or

repudiated by concerned Zonal

Railway depend upon the eligibility

Claim shall be approved or repudiated by

concerned Zonal Railway depend upon the

eligibility – Manual Process

8 Put up the file to the concerned

competent Authority for approval

Put up the file to the concerned competent

Authority for approval – Manual Process

7

9 Pay order and refund statement

were being prepared by concerned

Zonal Railway

Pay order shall be prepared by concerned

Zonal Railway - Manual Process

10 Update the Refund detail in refund

Register

Update refund detail and pay order detail in

system

11 Refund Statement along with pay

order handed over to concerned

IRCTC Regional/Zonal Office

To take the printout of refund statement

from system along with Pay Order to hand

over to concerned IRCTC Regional/Zonal

Office

12 After encashing the refund amount

were being deposited to the IRCTC

Corporate Account

After encashing the refund amount will be

deposited to the IRCTC Corporate Account

– Manual Process

13 Refund Statement has been

forwarded to IRCTC Corporate

Office for further disposal of cases

Refund detail updated in system by IRCTC

Regional/Zonal Office/Corporate Office

accordingly

14 Refund detail updated by IRCTC

Corporate Office – System Process

-----

15 Generate Refund file from system

by IRCTC, Corporate Office and

also verified if any chargeback has

been received – System process

If any chargeback received from Bank the

refund amount will be held with IRCTC till

cases withdraw by customer from Bank.

Refund file will be generated remaining

cases by IRCTC Corporate Office

16 Refund Advice given to bank Refund Advice given to bank

17 Refund Conformation received

from Bank

Refund Conformation received from Bank

18 Update Refund file – System

Process

Update Refund file – System Process

19 Refund confirmation mail were

being sent to customer accordingly

Refund confirmation mail shall be sent to

customer accordingly

8

NEW TDR APPLICATION :-

For the convenience entire process has been divided in to five Modules.

A. Module –I (To be Used for Customer) :- Customer can use this module and

file

and view the status of their claim of

TDR Refund. The link is available in

www.irctc.co.in – My Transaction –

File TDR

B. Module-II (To be Used for IRCTC Corporate Office Admin):-

The Module divided in to four sub user type

I. TDR Entry Admin :- User can use this module Enter

E-ticket TDR Entry and to view the

TDR /TDR Refund Status

II. TDR Authorized Admin:- TDR Entry Admin + i-ticket TDR

entry user can approved/Repudiated

the cases depend upon the

eligibility.

III. Administrator:- TDR Entry Admin + TDR Authorized

Admin + User can modified Zonal

Railway, Refund Entry (Once the

confirmation received from IRCTC

Zonal Office)

IV. Super Admin:- TDR Entry Admin + TDR Authorized

Admin + Administrator + Module III

+ Create New User, Reset Password,

user deactivation

C. Module –III (To be Used for IRCTC Regional/Zonal Office):-

IRCTC/Regional/Zonal Office User

can Approve/Repudiate the cases

which are received from customer

through Module-I. The approved

cases will be forwarded to the

concerned Railway (Module-IV), Pay

9

order/Cheque received from Zonal

Railway, Amount deposit to the

IRCTC Corporate Account & for

Updating Refund Entry this module

can be used.

D. Module –IV(To be Used for Railways):- Railways User Can Register the cases

after receiving from Module- II or

Module-III),Cases

Approve/Repudiate /Return Back to

IRCTC depend upon the eligibility,

Updating the refund amount for

approved cases, Generate Refund

Statement, Preparation of Pay Order,

Pay Order along with Statement

handed over to IRCTC/Zonal Office.

Customer Care Module –IV:- Customer care staff can view the

TDR/ TDR Refund status and solve

the customer’s query regarding TDR

Refund.

To Be Used By Customer

9

MODULE-I (TO BE USED BY CUSTOMER):-

Customer can use this module and file their e-ticket TDR claim for the refund

eligibility on the below mention reasons.

The link is available in www.irctc.co.in – My Transaction – File TDR

ELIGIBILITY OF TDR:-

1 Train Cancelled By Railways

2 Train running Late by More than Three hours

3 Difference of Fare in case proper coach not attached

4 AC Failure – Original TTE certificate is required

5 Travelled without proper ID proof – Original EFT is required

6 Wrongly charged by TTE – Original EFT is required

7 Party partially travelled Claim (except Rajdhani/Shatabadi/Jan Shatabadi



NON ELIGIBILITY OF TDR:-

1 Other than Railway Fault

2 Confirmed Tatkal ticket if passenger Not travelled

3 If cases not received within 30 days from Date of Journey.

4 Partially travelled Claim (Short of booked destination) in



10

In Case of i-ticket online refund request is not permitted.

Instruction for geting refund on i-tickets are:-

• Surrender the I-Ticket with the Station Master and obtain a Ticket Deposit

Receipt (TDR).

• Send claim for refund to the following address attaching the original TDR to:

General Manager (Operations),

Indian Railway Catering & Tourism, Corporation Ltd.,

2nd Floor, STC Building,

1, Tolstoy Marg, New Delhi - 110 001.

• Since it is mandatory for i-ticket holder to deposit original ticket with

Railway. To bring this information in the system, IRCTC Corporate

Office/Zonal office will have to bring this information received from customer

in the system.

• IRCTC will process with Railway Administration and refund granted by the

Railway shall be credited to account of the customer •

I-Ticket Specimen Copy:-


11

TDR Specimen Copy:-


12

USER PRIVILEGE:-

� Customer can file their TDR refund claim Online

� View the current status of TDR

WORKING PROCEDURE:-

How to File TDR :-

SPECIMEN SCREENSHOT USED FOR “MICROSOFT INTERNET EXPLORER”

File TDR Flow :


13


14


15


16


17

� After this TDR Filing, the case will be transferred electronically to

the Module-II used by IRCTC Corporate Office TDR Filter and

Module-III used GGM Admin filter

� Customer can also view their current TDR/TDR Refund status

HOW TO VIEW THE TDR STATUS:-


18

To Be Used By Corporate Office

19

Module-II (TO BE USED BY CORPORATE OFFICE ONLY) :-

There are four user-types in this Module to facilitate workflow as per procedure for the TDR

Refund Claim process

a. TDR Entry Admin :- User can use this module Enter E-ticket TDR Entry and to view the TDR/TDR Refund Status

b. TDR Authoriser Admin:- TDR Entry Admin + i-ticket TDR Entry, user

can “approved”/”Repudiated” the cases depend upon the eligibility

c. Administrator:- TDR Entry Admin + TDR Authoriser Admin +

User can modify Zonal Railway, Refund Entry (Once the confirmation received from IRCTC Zonal Office)

d. Super Admin:- TDR Entry Admin + TDR Authoriser Admin +

Administrator + Module III + Create New User, Reset Password, user deactivation

Note:- If the customer is not able to File their claim through online due to some technical

problem they have to mail to [email protected] such cases will be filed through Module-II.


20

USER PRIVILEGE:-

Update TDR

Refund Entry

User Type

Cha

n ge

Pas

swor

d

E-

Ticket

TDR

Entry

I-Ticket TDR Entry

Care View

TDR Admin Filter

Juris railway/ Modification of Remarks column ,Reopen regret case, Retrun to IRCTC

Local/ Special/ CCM

Re ports

Mon thly MIS Report

Create New User, Reset Pass word,

User Deactivation

TDR Entry Admin

√ √ X √ X X X X X X X

TDR Authoriser Admin

√ √ √ √ √ X X X X X X

Administrator

√ √ √ √ √ √ √ √ X X X

Super Admin

√ √ √ √ √ √ √ √ √ √ √


21

A. TDR Entry Admin Module-II:-

• Open Internet Explorer Window

• Type the URL:- http://10.34.20.78/cgi-bin/test.dll/irctc/login/tdr_login.jsp *

• Type User-id & password in the Login page

• User-id & password will be provided by IRCTC

• Password shall be changed by users as and when required for security reasons.

• The password shall be combination of Alphabet, Number, Special Characters

• eg : abc-12#ry

• Change password option available in the left panel.

* The system Admin will update all team on any changes or new IP.

USER PRIVILEGE:-

� Change Password

� E-Ticket TDR Entry

� Care View

CHANGE PASSWORD:-

• Password shall be changed by users as and when required for

security reasons

• The password shall be combination of Alphabet, Number, Special

Characters

eg : abc-12#ry

HOW TO CHANGE YOUR PASSWORD:-

ENTER YOUR “USER NAME” AND “PASSWORD” WHICH WAS PROVIDED BY

IRCTC CORPORATE OFFICE


22

CLICK “SUBMIT “BUTTON

ENTER YOUR OLD PASSWORD

ENTER YOUR NEW/CONFIRM PASSWORD AND CLICK “SUBMIT” BUTTON

YOU PASSWORD HAS BEEN CHANGED SUCESSFULLY


23

E-TICKET TDR ENTRY PROCESS FLOW:-

If the Customer not able to file the TDR through Online Module-I due to some technical

problem such claim will be filed through Module-II E-ticket TDR Entry by Corporate Office.

At present the facility has not been given any other Modules.

ENTER YOUR “USER NAME “AND ”PASSWORD”


24

CLICK “SUBMIT” BUTTON

CLICK “ ETICKET TDR ENTRY” IN LEFT PANEL AND ENTER PNR FOR WHICH

TDR IS TO BE FILED

CLICK “GO” BUTTON TO CONTINUE THE PROCESS

SELECT THE “PASSANGER NAME/(S) “FROM THE TICKET DETAILS FOR CLAIMING TDR REFUND


25

SELECT THE REASON FOR CLAIM FROM “REASON FOR TDR”


IF SELECT “OTHERS” OPTION NEW TEXT BOX WILL OPEN


26

TYPE THE REASON FOR THEIR CLAIM AND THEN CLICK “SUBMIT” BUTTON

CONFIRMATION FOR COMPLETING FILING OF TDR

IF DETAILS ARE CONFIRMED CLICK “OK” IN ALERT WINDOW

TDR CONFIRMATION PAGE


27

� Now the status as shown TDR Entrered.

� The the claim has been electronically transfered to “Module-II- Admin Filter”

and “Module-III GGM Admin Filter”

CARE VIEW FLOW:

� To view status of TDR Refund by Care Team of

Zonal/Regional/Corporate Office separate flow has been created

which can be seen at page number: 98-101


28

B. TDR Authoriser Admin Module-II (To be used by Corporate

Office):-

Open Internet Explorer Window




• Password shall be changed by users as and when required for security

reasons.


Characters

• eg : abc-12#ry



USER PRIVILEGE:-

� Change Password


� Care View

� TDR Filter

� I-Ticket TDR Entry

� Print TDR

CHANGE PASSWORD:-

� Please refer Page Number: 21-22



CARE VIEW FLOW:

� To view status of TDR Refund by care team of

Zonal/Regional/Corporate Office separate flow has been created

which can be seen at page number: 100-103


29

TDR FILTER FLOW:-

� The user can use this Admin to “Approved”/”Regret” the case depend upon the

eligibility as per extent Railway Rules.

� After Entering User Id & Password

o Click “TDR Filter”

� Those PNR shall be only displayed where the claim has been filed by the

customer using “Module-I” and using Module-II by “IRCTC Corporate Office

Admin – TDR Entry Admin - E-ticket TDR Entry “

� The user can use this Admin to “Approved”/”Regret” the case depending

upon the eligibility as per extent Railway Rules. It is requested that the

concerned staff is aware of the same

It is appraised that TDR filing is eligible when

1 Train Cancelled By Railways

2 Train running Late by More than Three hours








Cases When TDR Filing is not Eligible:-



30



4 Partially travelled Claim (Short of booked destination) in Rajdhani/Shatabadi/Jan Shatabadi Exp .

CLICK “TDR FILTER” AND SELECT THE PNR FROM THE “ LIST OF TICKETS

“FOR WHICH TO BE APPROVED

CLICK “APPROVAL BUTTON” TO CONTINUE THE PROCESS


31

� IRCTC Corporate Office staff handling Module-II TDR Filter should ensure

the eligibility of TDR before submitting submit button.


IF THE PNR IS NOT ELIGBILE FOR TDR THE USER CAN SELECT “NO’ IN THE LIST BOX OF”

MARK FOR REFUND”


32

CLICK “OK” BUTTON TO CONTINUE THE PROCESS

After clicking ‘OK’ Button the eligible cases shall be electronically transfered to the

concerned Zonal Railway to process the Refund through MODULE –IV.

CLICK “GENERATE REPORT” BUTTON TO GENERATE THE TDR DETAILS

ALONG WITH FORWARDING LETTER SENT TO ZONAL RAILWAY


33

FORWARDING LETTER AND TICKET BOOKING DETAILS:-


34

� The Forwarding letter along with ticket detail will be forwarded to concerned

Railway upto 30th November from IRCTC Corporate/Zonal/Regional Office

from 1st December 2008 onward Railways has to take the printout and process

the case accordingly using Module-IV has directed that to be used by

instruction to be followed by the Railways vide Railway Board Letter

No.2008/TG-I/10/P/Refund dated 29.8.2008.

I-TICKET TDR ENTRY PROCESS FLOW :-


� Click “I Ticket TDR Entry” in Left Panel

CLICK “I-TICKET TDR ENTRY” and enter PNR NUMBER


This has to be done as TDR has to be filed in the system because Railway has

received the TDR manually & for which refund has to be given by IRCTC.


35

SELECT PASSANGER DETAILS FROM “TICKET DETAILS “FOR WHICH TO BE

FILED AND ENTER TDR NUMBER,TDR ISSUE DATE AND REASON FOR

CANCELLATION IN “TDR DETAILS”

BEFORE CLICKING” SUBMIT” BUTTON THE USER HAS TO ENSURE THAT ALL

THE DETAILS ENTERED BY THE USER ARE CORRECT


36

CLICK “OK” TO CONTINUE THE PROCESS

THE RECORD HAS BEEN SAVED SUCCESFULLY


37

CLICK “PRINT TDR” AND ENTER PNR NUMBER AND SELECT TICKET TYPE

AS I-TICKET

CLICK “GNERATE REPORT” BUTTON TO GENERATE FORWARDING LETTER


38

The eligible cases shall be electronically transrfered to concerned Zonal Railways to

process the refund through MODULE –IV

PRINT TDR:-

To Print Forwarding Letter and Ticket Booking Details separately by PNRwise

CLICK “PRINT TDR” BUTTON

ENTER PRN NUMBER TO WANT TO PRINT TDR DETAILS


39

SELECT TICKET TYPE AND ISSUED BY THEN CLICK “GENERATE REPORT”

BUTTON


40



41

C . Administrator Module-II (To be used by Corporate Office):-

Open Internet Explorer Window





reasons.


Characters

• eg : abc-12#ry



USER PRIVILEGE:-

� Change Password


� Care View

� TDR Filter

� I-Ticket TDR Entry

� Print TDR

� Modification of Railway Zone(Update TDR)

� Return to IRCTC

� Reopen Regret Case

� Direct Refund Entry

� Local Refund Entry

� Special Refund Entry

� CCM Refund Entry

� Back Date TDR Entry

CHANGE PASSWORD:-

� Please refer Page Number : 21 - 22



CARE VIEW FLOW:


42

� Please refer Page Number: 100 - 103

TDR FILTER FLOW:


I-TICKET TDR ENTRY PROCESS FLOW:-


PRINT TDR:-

� Please refer Page Number: 37 - 38

MODIFICATION OF RAILWAY ZONE PROCESS FLOW:-

� If the Zonal Railway details not available in some special train in IRCTC data

base such case will be marked as Juris Railway “IRCTC”


o Click “Update TDR” in Left Panel

� Update the records

� Refund Claim will be forwared to the concerned Zonal Railway

CLICK ” UPDATE TDR” IN LEFT PANEL IN ADMIN USER MODULE-II AND

SELECT PNR NUMBER FROM “LIST OF TICKETS” FOR WHICH TO BE

MODIFIED


43

CLICK “APPROVAL” BUTTON

SELECT CORRECT JURIS RAILWAY NAME IN “ISSUED BY” AND “JURIS

RAILWAY” IN TDR DETAILS


44


RECORD SAVED SUCESSFULLY

RETURN TO IRCTC PROCESS FLOW:-

� If the cases wrongly received by the Zonal Railway, they shall return back to

IRCTC using Module-IV

� IRCTC Corporate Office User Using “Module-II – Return To IRCTC” for Such

cases will redirect to Concerned Zonal Railway. These cases will be

subtracted from their list then added to redirect Railways.


o Click “Return To IRCTC” in Left Panel


� Refund Claim will be redirected to concerned Zonal Railway for the further process

CLICK “ RETURN TO IRCTC” SELECT “FROM DATE “AND “TO DATE” OR

ENTER “PNR NUMBER” FOR WHICH TO BE PROCESSED


45

CLICK “SEARCH “BUTTON

SELECT THE “PNR NUMBER” FOR WHICH TO BE MODIFIED


46

CLICK “APPROVE” BUTTON

SELECT CORRECT RAILWAY “ZONE” FROM LIST BOX AVAILABLE IN

UPDATE DETAILS

CLICK “OK” TO CONTINUE THE PROCESS


47

RECORD HAS BEEN UPDATED SUCCESSFULLY


48

REOPEN REGRET CASES:-

� If the cases wrongly repudiated by the Zonal Railway using Module-IV

� As per customer’s request, the cases shall be Reopened using “Module-II –

Reopen Cases “


o Click “Reopen Cases” in Left Panel


� Refund Claim will be forwarded to concerned Zonal Railway for the further process

CLICK “REOPEN CASES” AND ENTER PNR NUMBER FOR WHICH TO BE

REOPENED


49

ENTER REASON FOR REOPENING IN “REMARKS”

CLICK “REOPEN CASE” TO CONTINUE THE PROCESS

CONFIRMATION PAGE


50

CLICK “OK” TO CONFIRM

RECORD SAVED SUCCESSFULLY

� The case shall be transferred to “TDR Filter” in Module-II and “GGM Admin

Filter” in Module- III


51

BACK DATE TDR:-

� If the cases Directly received from Zonal Railway will be forwarded to IRCTC

Corporate Office for registration.

� If the cases received from Zonal Railway, the Date of Journey is more than 30

days, Such cases will be filed using “Module-II-Back Date TDR”


o Click “Back Date TDR” in Left Panel


� Refund Claim will be forwarded to concerned Zonal Railway for the further process

CLICK “BACK DATE TDR” AND ENTER PNR NUMBER FOR WHICH TO BE

UPDATED



52

SELECT THE PASSANGER NAME IN “TICKET DETAILS” TO APPLY FOR TDR

REFUND AND SELECT “REASON FOR TDR” AND ENTER REASON FOR DELAY

IN “REMARK” COLUMN



53

CLICK “OK” TO CONFIRM THE DETAIL

RECORD UPDATED SUCCESSFULLY





54

TICKET BOOKING DETAILS


55


56

DIRECT REFUND ENTRY FLOW:-

� The user can use this Admin to enter those cases not forwarded through IRCTC and

refund amount directly received from Railways .


o Click “Direct Refund” in Left Panel

� Update Refund Particulars

� After Updating the Refund Advice will be given to Bank

CLICK “DIRECT REFUND” AND ENTER PNR NUMBER TO BE UPDATED FOR

REFUND ENTRY



57

ENTER ALL THE REFUND DETAIL IN “CCM REFUND DETAILS” WHICH ARE

RECEIVED FROM RAILWAYS

REFUND DETAIL SUCCESSFULLY UPDATED


58

LOCAL REFUND ENTRY FLOW:-

� If the customer is not able cancel the ticket due to any technical problem from IRCTC

side and Railway administrator refuse the case before Chart preparation, such cases

will be processed through Local Refund Entry

� Cases Forwarded to Railway For further process

� Without filing the TDR, the cases will be not be accepted Local Refund

� Maximum Refund admissible is excluding IRCTC Service Charge depending

upon the case



� Update Refund Paritucluare


CLICK “TDR LOCAL REFUND ENTRY “AND ENTER PNR NUMBER TO BE

ENTERED


59

CLICK “GO”BUTTON TO CONTINUE THE PROCESS

ENTER ALL THE REFUND PARTICULAR IN “LOCAL REFUND DETAILS”


CONFIRMATION PAGE


60

AFTER CONFIRMING CLICK “OK”


SPECIAL REFUND ENTRY FLOW:-


61

� If IRCTC is not able to provide the service to customer like Ticket not delivered in

time (in case of iTicekt) and due to any technical Fault, such cases will be processed

throguh Special Refund Entry.

� Maximum Refund admissible including IRCTC Service Charge depend upon

the case.



� Update Refund Paritucular


CLICK “SPECIAL REFUND ENTRY “AND ENTER PNR NUMBER FOR WHICH

TO BE ENTERED


62

CLICK “GO”BUTTON TO CONTINUE THE PROCESS

ENTER ALL THE REFUND PARTICULAR IN “SPECIAL REFUND DETAILS”


CONFIRMATION PAGE

AFTER CONFIRMING CLICK “OK”


63


CCM REFUND ENTRY FLOW:-

� Before Updating the CCM Refund Entry, the user has to ensure the refund

amount that has been received from concerned Zonal Railway and the

amount has been deposited to IRCTC Corpoate Account by IRCTC zonal

Office

� After Enterining User Id & Password

� Those PNR only display the cases where approved by CCM using Module-IV

� Click “TDR GGM Special Filter”

� Update Refund Paritucluare


CLICK “TDR GGM SPECIAL FILTER” AND SELECT THE PNR FOR WHICH TO

BE FILING REFUND DETAIL


64


ENTER REFUND PARTICULAR IN “REFUND DETAILS” AMOUNT WHICH

HAVE BEEN RECEIVED FROM IRCTC ZONAL OFFICE


65

CLICK “SUBMIT” BUTTON TO CONTINUE THE PROCESS

CLICK “OK” TO CONFIRM THE REFUND ENTRY


66

REFUND AMOUNT HAS BEEN SUCCESSFULLY ENTERED


67

PROCESS FLOW FOR REFUND ADVICE COMMUNICATED TO

BANK:-

� After Updating the Refund Amount using Module-II and Module-III the

refund advice given to Bank

� After receiving confirmation from Bank the refund file will be updated and

auto generated mail sent to the customer accordingly

-------------------------------------------------------------------------

To Be Used By IRCTC Zonal/Regional Office

6868

MODULE-III(TO BE USED BY IRCTC ZONAL /REGIONAL OFFICE:-


• Type the URL:-

http://202.93.154.22/cgi-bin/test.dll/irctc/services/login.do* for TDR Refund




reasons.


eg : abc-12#ry



USER PRIVILEGE:-

� Change Password

� Care View

� Print TDR

� Direct Refund Entry

� GGM Admin Filter

� TDR GGM Filter (Refund Entry Filter)

� MIS Report

CHANGE PASSWORD:-


CARE VIEW FLOW:


PRINT TDR FLOW:



6969

DIRECT REFUND ENTRY PROCESS FLOW:-


� This refund entry will be enabled once IRCTC Zonal/Regional Official

confirm that they are in position to do these entries and Railway are also

working as Module-IV.

� At Present the refund entry will be done by IRCTC Corporate Office using

Module-II

GGM ADMIN FILTER FLOW:-

� The user can use this Admin to “Approved”/”Regret” the case depending upon the

eligibility as per extent Railway Rules.


o Click “GGM Admin Filter”

� Those PNR only shall be displayed for which the claim has been filed by the

customer using “Module-I” and using Module-II by “IRCTC Corporate Office

Admin – TDR Entry Admin - E-ticket TDR Entry “

� The user can use this Admin to “Approved”/”Regret” the case depending

upon the eligibility as per extent Railway Rules

� It is requested that the concerned staffs are aware of the same so that the

application used effectively.

It is appraised that TDR filing is eligible when

1 Train are Cancelled By Railways

2 Train are running Late by More than Three hours







7070



Cases When TDR Filing is not Eligible:-




4 Partially travelled Claim (Short of booked destination) in


ENTER YOUR USER NAME AND PASSWORD

CLICK “ SUBMIT “BUTTON

CLICK “GGM ADMIN FILTER” AND SELECT THE PNR FROM THE “ LIST OF

TICKETS “FOR WHICH TO BE APPROVED


7171


� IRCTC Corporate Office staff handling Module-III GGM Admin Filter should

ensure the eligibility of TDR before submitting submit button



7272

IF THE PNR IS NOT ELIGBILE FOR TDR THE USER CAN SELECT “NO’ IN THE LIST BOX OF”

MARK FOR REFUND”

CLICK “OK” BUTTON TO CONTINUE THE PROCESS


7373

� After clicking ‘OK’ Button the eligible cases shall be electronically transfered

to the concerned Zonal Railway to process the Refund through MODULE –IV.




7474



7575

� The Forwarding letter along with ticket detail will be forwarded to concerned

Railway upto 30th November from IRCTC Corporate/Zonal/Regional Office

from 1st December 2008 onward Railways has to take the printout and process

the case accordingly using Module-IV has directed that to be used by

instruction to be followed by the Railways vide Railway Board Letter

No.2008/TG-I/10/P/Refund dated 29.8.2008.

� Zonal/Regional Office may please note that the Following infrastructure is

required the above process from Railways for processing the cases at their

end.

• The desktop shall be Intel/AMD processor with at least 512MB RAM

for WinXP (or) 1GB RAM for Windows –Vista

• The Internet connection shall be broadband of at least 256kbps

• Heavy Duty printer

MIS REPORT FOR ZONAL/REGIONAL OFFICE :-

The MIS report is two types

� GGM MIS Report – User can use this module to generate the PNR Wise

detail which was “Approved” and “Regret” on a parpticulare daywise

� GGM Total Report – User can use this module to generate summary of

Total cases received from customer and number of cases

“Approved”/“Regret” using Module IV and Module-II. i.e the cases

pending with Zones/Regional Office

GGM MIS REPORT


7676

CLICK “GGM MIS REPORT” AND SELECT DATE AND STATUS TO BE

GENERATED

CLICK “SEARCH” BUTTON TO CONTINUE THE PROCESS

CLICK “GENERATE” BUTTON TO GENERATE THE REPORT

REPORT SPECIMENTCOPY


7777

GGM TOTAL REPORT

CLICK “GGM TOTAL REPORT” AND SELECT FROM DATE AND TO DATE TO

GENRATE



7878


REPORT SPECIMENTCOPY

TDR GGM FILTER REFUND ENTRY PROCESS FLOW:-

� This refund entry will be enabled once IRCTC Zonal Official confirm that they

are in position to do these entries and Railway are also working as Module-

IV.

� The refund entry will be done by IRCTC Corporate Office using Module-II till

such time.

� Before Updating the TDR GGM Refund Entry the user has ensure the refund

amount has been received from concerned Zonal Railway and the amount has

been deposited to IRCTC Corpoate Account and also intimated to IRCTC

Corporate Office

� After Enterining User Id & Password

� Those PNR which are approved by CCM using Module-IV will only be


7979

displayed.

� Click “TDR GGM Refund Entry”

� Update Refund Particular

� After Updating the Refund Advice will be given to Bank using Module-II by IRCTC

Corporate Office

SELECT” TDR GGM FILTER” AND SELECT THE PARTICULAR “PNR NO” FOR

REFUND ENTRY

SELECT “APPROVAL” BUTTON


8080

ENTER ALL REFUND PARTICULAR AS GIVEN IN THE FOLLOWING SCREENSHOT;

THE REST OF DETAIL WILL BE PICKED UP FROM IRCTC DATABASE .

CLICK “SUBMIT”BUTTON TO SAVE THE RECORDS


� After Updating the Refund Amount using Module-II and Module-III the refund

advice given to Bank

� After receiving confirmation from Bank the refund file will be updated and auto

generated mail sent to the customer accordingly

To Be Used By Railways

8181

MODULE-IV (TO BE USED BY RAILWAYS) :-


• Type the URL:-

http://202.93.154.22/cgi-bin/test.dll/irctc/services/login.do* for TDR Refund




reasons.


eg : abc-12#ry



Required Hardware and Connectivity:- • The desktop shall be Intel/AMD processor with at least 512MB RAM for

WinXP (or) 1GB RAM for Windows –Vista

• The Internet connection shall be broadband of at least 256kbps

• Heavy Duty Printer

USER PRIVILEGE:-

� Change Password

� Print TDR

� CCM Register

� CCM Approved

� CCM Repudiate

� CCM Return Back to IRCTC

� MIS Report

� CCM Status


8282

HOW TO OPEN TDR MODULE LOGIN WINDOW:-

After Oepening your System

CLICK “ Internet Explorer”

Type the URL which was provided by IRCTC then enter the “Enter” button in your

key board.

e.g http://202.93.154.22/cgi-bin/test.dll/irctc/services/login.do


8383

LOGIN SCREEN



8484

CLICK SUBMIT BUTTON


8585

CHANGE PASSWORD:-

• Password shall be changed by users as and when required for

security reasons


Characters

eg : abc-12#ry

HOW TO CHANGE YOUR PASSWORD:-

ENTER YOUR “USER NAME” AND “PASSWORD” WHICH WAS PROVIDED BY

IRCTC CORPORATE OFFICE


CLICK “CHANGE PASSWORD” LINK IN LEFT PANEL


8686

ENTER YOUR OLD PASSWORD

ENTER YOUR NEW/CONFIRM PASSWORD AND CLICK “SUBMIT” BUTTON

YOU PASSWORD HAS BEEN CHANGED SUCESSFULLY


8787

PRINT TDR:-

To Print Forwarding Letter and Ticket Booking Details separately by PNRwise

CLICK “PRINT TDR” BUTTON IN LEFT PANEL

ENTER PNRNUMBER TO WANT TO PRINT TDR DETAILS

SELECT TICKET TYPE AND ISSUED BY THEN CLICK “GENERATE REPORT”

BUTTON


8888



8989

CCM REGISTER:-

� User using this module shall Register the Case

� Those PNR shall be displayed for the cases related to the concerned Zonal

Railways, the claim has been filed by the customer using “Module-I” and

using Module-II by “IRCTC Corporate Office Admin – TDR Entry Admin - E-

ticket TDR Entry “ and approved by IRCTC Corporate Office Admin using

Module-II or IRCTC Zonal Office Admin using Module-III.

� After entering User Id & Password

o Click “CCM Register” in left panel

� The user can enter the file number which is being used by the Zonal Railways

� After Registering, the case will be electronically transfered to Module-IV in

TDR Status as register

� After case distributed , the concerned dealing clerk shall carry verification of

refund eligibility

CLICK “CCM REGISTER” AND SELECT PNR FROM LIST OF TICKETS FOR

WHICH TO BE REGISTER FROM CCM REGISTER FILTER


9090

OR ENTER THE PNR NUMBER FOR WHICH TO BE REGISTER

SELECT THE PNR NUMBER AND CLICK” REGISTER” BUTTON FOR WHICH TO

BE REGISTERED


9191

SELECT MARK AS “ REGISTERED” FROM REFUND DETAILS

ENTER CCM FILE NUMBER IN “CCM REFERENCE NO”


9292


CONFIRMATION PAGE

AFTER CONFIRMING THE ENTIRE DETAILS THEN CLICK “OK” BUTTON TO

UPDATE THE RECORDS


9393

� After Registering, the case will be electronically transferred to Module-IV in

TDR Status as register

� After case is distributed , the concerned dealing clerk shall carryout

verification of refund and the eligibility

REPORT FOR REGISTER CASE

SELECT REGISTERED CASE REPORT IN LEFT PANEL AND SELECT DATE

WHICH TO BE GENERATED TO THE REPORT THEN CLICK “SEARCH”

BUTTON


9494


REPORT SPECIMEN COPY


9595

� The Report shall contain all Ticket Detail

� Railways can use this report for verification of Refund Eligibility of the claim

case

� After verification and sanctioning of refund, the case will be updated using

Module-IV “CCM Approval”

CCM APPROVAL:-

� User using this module shall update the refund approval details.

� Those PNR shall only display for the claims registered by concerned Zonal

Railways using Module-IV

� After entering User Id & Password

o Click “CCM Approval” in left panel

� Enter Refund Particular which has been sanctioned by the Zonal Railway

� Update Refund Particular

� The Claim will be electronically transferred to Module-II and Module-III

� Cheque/Payorder should be handed over to IRCTC Zonal/Regional Office

before making this entry.

� After receiving the Cheque/Payorder the IRCT Corporate Office/IRCTC

Zonal/Regional Office shall update the refund detail using Module-II or


9696

Module-III

SELECT “CCM APPROVAL” AND ENTER THE PNR NUMBER FOR ENTERING

REFUND ENTRY

SELECT THE ” PNR NUMBER” FOR ENTERING TDR REFUND ENTRY


9797

CLICK “APPROVAL” BUTTON

� Remaining detail shall be picked from IRCTC DataBase

SELECT MARK AS “APPROVED” AND ENTER REFUND AMOUNT AND

PAYORDER/CHEQUE NUMBER IN REMARKS COLUMNS



UPDATE THE RECORDS


9898


� After Updating the Refund , the Claim will be electronically transferred to

Module-II and Module-III

� Concerned Authorized CCM User has to ensure the refund amount has been

processed and cheque/Pay order along with Refund Statement is handed-over


9999

to the concerned IRCTC/Zonal Office.

REPORT FOR APPROVED/SANCTIONED CASE

CLICK “APPROVED CASES REPORT” AND SELECT APPROVED “FROM DATE” AND “TO

DATE” FOR WHICH TO BE GENERATED


CLICK “GENERATE” BUTTON TO GENRATE THE REPORT


100 100

SPECIMEN REPORT SCREEN SHOT

CCM REPUDIATED (CASES REGRETTED BY CCM):-

� User using this module shall Repudiate the cases not eligible for TDR Refund

� Click “CCM Register”

� Select PNR which to be Repudiated

� Select Mark “Regret ” in “Refund Details”

� Update Record

� The Claim case will be updated the status as “CCM Regreted” and shall also

generate auto e-mail to be sent to customer accordingly.

CLICK “CCM REGISTER” AND ENTER PNR NUMBER FOR WHICH TO BE

REGRET


101 101


SELECT MARK AS “REGRET” IN REFUND DETAILS


102 102


CONFIRMATION ALERT MESSAGE


UPDATE THE RECORDS


103 103


VIEW STATUS


104 104

CCM RETURN BACK TO IRCTC:-

� User using this module can return if the cases received from IRCTC those

cases are not pertaning to the concerned Railway for doing this

� Click “CCM Register” button

� Select PNR which to be return back to IRCTC

� Select Mark “Return To IRCTC” in “Refund Details”

� Update Record

� The Claim case will be electronically trasnfer to Module-II – “Returned to

IRCTC”

PROCESS FLOW:-

SELECT “CCM REGISTER FILTER” AND PNR NUMBER TO BE RETURNED

BACK TO IRCTC

CLICK “REGISTER” BUTTON


105 105

SELECT MARK AS “RETURN TO IRCTC” IN REFUND DETAILS


CONFIRMATION ALERT MESSAGE


106 106


UPDATE THE RECORDS


� The Claim case will be electronically transferred to” Module-II – Return to

IRCTC”


107 107

MIS REPORT:-

� Railway can take out report of the system & see their performance reports.

CLICK “CCM REPORT” AND SELECT CASES RECEIVED FROM MODULE II

AND MODULE II “FROM DATE” AND “TO DATE”


CLICK “GENERATE” BUTTON TO GENRATE THE REPORT


108 108

SPECIMEN REPORT SCREEN SHOT

CCM STATUS:-

SELECT “CCM STATUS” AND ENTER PNR NUMBER FOR WHICH TO BE

CHECKED


109 109

SELECT THE “PNR NUMBER” IN LIST OF TICKETS FOR WHICH TO BE

CHECKED

CLICK “CHECK STATUS” BUTTON

RAILWAYS USER CAN VIEW THE TDR REFUND STATUS


110 110

To Be Used By Customer Care Staff

111 111

MODULE-V (TO BE USED BY CUSTOMER CARE STAFF)






USER PRIVILEGE:-

� Care View

CARE VIEW:-

� Customer Care staff using this Module shall check the status of TDR/TDR

Refund Status

� To reply the Customer’s enquiry regarding TDR Refund

� After Entering User-id & Password

� Enter the PNR Number for which to be view the status




112 112

ENTER THE PNR NUMBER TO VIEW THE TDR DETAIL /REFUND STATUS

CLICK “GO” BUTTON

TO VIEW THE TDR DETAILS


113 113

TO VIEW SPECIAL REFUND DETAILS

� Refund Amount Processed by IRCTC

TO VIEW LOCAL REFUND DETAILS

� Refund amount processed by IRCTC


114 114

.

TO VIEW CCM REFUND DETAILS

� Refund amount Received From Railways


115 115

working manual tdr claim

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