Ticket Repurchase Process (Lost tickets)

Ticket Support

Ticket Repurchase Process

For tickets that were lost, misplaced, or left behind — at home, at a hotel, or anywhere else.

As stated in our Cancellation & Refunds Policy, we're unable to cancel or refund tickets once they've been shipped.

But if you complete the process below, we can offer a 90% refund — as long as all conditions are met.

Before you start: 4 things you must do

Missing any one of these will make you ineligible for a refund.

Pay in cash at the JR ticket counter — not by credit card.

Keep the repurchased ticket after your trip — don't discard it.

Exit through a manned gate at your destination, not the automatic one.

Send us both tickets within 60 days of your travel date.

1

Repurchase your ticket at a JR station

Visit a ticket counter at any JR station and explain that you lost your ticket. Ask staff to issue a "repurchase" ticket for the same train.

JR staff will stamp your new ticket with a red "(紛失再)" mark, confirming it as a repurchased ticket:

Repurchased ticket showing the red 紛失再 (lost/repurchase) stamp
The red stamp confirms your ticket was issued as a repurchase.
Pay in cash. If you pay by credit card, we won't be able to process your refund — JR requires the original card used for the repurchase to be presented.

Showing this message to station staff may help them understand your situation faster:

For station staff
After boarding, keep the repurchased ticket. At your destination, exit through a manned gate — if you use the automatic gate, your ticket won't be returned, and we won't be able to refund you.
2

Send us both tickets

After your trip, mail us both of the following:

  1. Your original ticket (if later found)
  2. The newly repurchased ticket

Send them within 60 days of your travel date. We recommend a trackable shipping method.

If you're only returning the repurchased ticket — because the original was never recovered — sending it while you're still in Japan will save on international shipping.

Shinkansen-Ticket.com
419 NOA Dogenzaka,
2-15-1 Dogenzaka, Shibuya-ku,
Tokyo 1500053, JAPAN
3

We process your refund with JR

Once we receive both tickets, we'll visit a JR ticket counter on your behalf to request the refund. JR charges a handling fee for this process.

4

You receive your refund

We'll refund 90% of your original ticket price to the credit card used for your original purchase. The remaining 10% covers the handling fee charged by JR.

A refund cannot be issued unless both tickets — the original and the repurchased one — are received at our office.