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

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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.

2
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.

3
The Current procedure for getting refund on eTicket vis-à-vis earlier instruction
E-Ticket
Sl Earlier Procedure
No
1 Refund claim letter received from
Customer through e-mail or
post/courier along with claim detail
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
3 Claim manually registered by
Concerned Zonal Railways
4 Claim will be distributed to
concerned dealing Clerk
5 Verification of Chart and other
required documents
6 Claim were being approved or
repudiated by concerned Zonal
Railway depend upon the eligibility
7 Put up the file to the concerned
competent Authority for approval
8 Pay order and refund statement were
4
Current Procedure (New Online TDR
Application)
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
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
The case can be register by concerned Zonal
Railway through system
Claim will be distributed to concerned
dealing Clerk – Manual Process
Verification of Chart and other required
documents – Manual Process
(Will be automated after implementation of
EDR)
Claim shall be approved or repudiated by
concerned Zonal Railway depend upon the
eligibility – Manual Process
Put up the file to the concerned competent
Authority for approval – Manual Process
Pay order shall be prepared by concerned
 being prepared by concerned Zonal
Railway
9 Update the Refund detail in refund
Register
10 Refund Statement along with pay
order handed over to concerned
IRCTC Regional/Zonal Office
11 After encashing, the refund amount
will be deposited to the IRCTC
Corporate Account
12 Refund Statement has been
forwarded to IRCTC Corporate
Office for further disposal of cases
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
15 Refund Advice given to bank
16 Refund Conformation received from
Bank
17 Update Refund file – System Process
18 Refund confirmation mail were being
sent to customer accordingly
5
Zonal Railway - Manual Process
Update refund detail and pay order detail in
system
To take the printout of refund statement
from system along with Pay Order to be
handed over to concerned IRCTC
Regional/Zonal Office
After encashing , the refund amount will be
deposited to the IRCTC Corporate Account
– Manual Process
Refund detail updated in system by IRCTC
Regional/Zonal Office/Corporate Office
accordingly
-----
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
Refund Advice given to bank
Refund Conformation received from Bank
Update Refund file – System Process
Refund confirmation mail shall be sent to
customer accordingly
Customer also can view the status “TDR
History” from their end.
The Current procedure for getting refund on i-Ticket vis-à-vis earlier instruction
I-Ticket
Sl No Earlier Procedure
1 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
3 Forwarding Letter along with
customer claims and original TDR
sent to concerned Zonal
Railway,IRCTC Regional/ Zonal
Office accordingly
4 Claim has been manually registered
by Concerned Zonal Railways
5 Claim will be distributed to
concerned dealing Clerk
6 Verification of Chart and other
required documents
7 Claim were being approved or
repudiated by concerned Zonal
Railway depend upon the eligibility
8 Put up the file to the concerned
competent Authority for approval
6
Current Procedure (New Online TDR
Application)
Refund claim letter received from customer
through Post/Courier along with their
request for claim and Original TDR (Ticket
Deposit Receipt)
Claim case shall be registered by IRCTC
Corporate Office – system Process
Forwarding Letter along with customer
claims and original TDR shall be sent to
concerned Zonal Railway, IRCTC Regional/
Zonal Office accordingly
The case can be register by concerned Zonal
Railway through system
Claim will be distributed to concerned
dealing Clerk – Manual Process
Verification of Chart and other required
documents – Manual Process
(Will be automated after implementation of
EDR)
Claim shall be approved or repudiated by
concerned Zonal Railway depend upon the
eligibility – Manual Process
Put up the file to the concerned competent
Authority for approval – Manual Process
9 Pay order and refund statement
were being prepared by concerned
Zonal Railway
10 Update the Refund detail in refund
Register
11 Refund Statement along with pay
order handed over to concerned
IRCTC Regional/Zonal Office
12 After encashing the refund amount
were being deposited to the IRCTC
Corporate Account
13 Refund Statement has been
forwarded to IRCTC Corporate
Office for further disposal of cases
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
16 Refund Advice given to bank
17 Refund Conformation received
from Bank
18 Update Refund file – System
Process
19 Refund confirmation mail were
being sent to customer accordingly
7
Pay order shall be prepared by concerned
Zonal Railway - Manual Process
Update refund detail and pay order detail in
system
To take the printout of refund statement
from system along with Pay Order to hand
over to concerned IRCTC Regional/Zonal
Office
After encashing the refund amount will be
deposited to the IRCTC Corporate Account
– Manual Process
Refund detail updated in system by IRCTC
Regional/Zonal Office/Corporate Office
accordingly
-----
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
Refund Advice given to bank
Refund Conformation received from Bank
Update Refund file – System Process
Refund confirmation mail shall be sent to
customer accordingly
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

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 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.