You need to change or refund your ticket
Change (改签) to another train, or refund (退票) with a fee that shrinks the earlier you act.
Refund fees shrink the earlier you act.
What you'll see
If your plans changed, the app lets you change or refund — with a fee that depends on timing:
Why it happens
Refund fees are 5% over 48h before, 10% at 24-48h, 20% under 24h. Change (改签) to another train is usually free of a separate fee but subject to fare difference.
Every case shows the diagnosis and the first step - free. The full step-by-step fix for this exact case, the decision tree, and the offline kit are $9.99.
When the fast fix isn't enough
In the kitThe kit gives the refund-fee table and the station-window script for when the app blocks self-service change.
1. The refund-fee table
Exact fees by time-to-departure, so you know the cost before tapping.
2. The trigger matrix
When self-service change is blocked and you must visit a window.
3. Offline printable version
The fee table as a printable card.
The notice is on the wall. The parcel still has your name on it.
One question, two paths. Your answer picks the road.
When the app says no, the counter can always say yes.
If nothing works
If the app will not let you change or refund:
- Go to a station ticket window with your passport.
- Ask a Chinese companion to do it on their account.
- For a refund, keep the transaction ID for any dispute.
Four levels deep — a closed gate is never the end of the trip.
Station staff can usually solve in one minute what the app refuses to.
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Most travellers know about three of these before they fly. This one is often not one of them.
Official sources
Verified against these sources on 2026-09-20.