After my journey was delayed by an hour and a half, I sought a refund only to find that I needed to post the paper tickets back to them in order for it to be considered. This seems like a barrier put in place simply to reduce the number of refunds they’d have to give out. Filing for a refund within my account, along with screen shots of the reference and transactions, is surely more than enough evidence to show that I purchased the tickets. I’m not sure what further verification the mailing of the paper tickets provides, a step also recognised by Trainline itself as ‘old-fashioned’. This is either an arbitrary and unnecessary step in the process of refunding, and should therefore be removed, or it is an intentionally inconvenient and unfair barrier to the refunds process, which should therefore also be removed. A silly design, or a greedy move. Either of which reflects poorly.