I too have been given the run around by GWR Cussed services. I applied for delay repay when The Bristolian out of Paddington was cancelled at six o clock one evening. Getting the split tickets off my phone on to the Pc was a logistical nightmare. When I  was asked for the same information a third time, I sent the reply in Times New Roman font size 72 in BOLD to show how annoyed I was. That got an immediate apology and  an up scale but no resolution yet!

 
As is often the case, I've just stumbled across this topic while I was looking for something else.

Is it still an issue? 

 
Thanks Chris. I managed it after I finally found a contact number for me to ring. That appears to be missing from the app also. I was directed to the GWR refund site where it wanted me to register again (!) but I was successful just signing in with my GWR details. The second call had to be made when the page said to either send in the ticket or upload a photo of it neither of which I found was possible.

The solution was to forward the pdf quietly included in their confirmation email during the purchase process, where I also found the price I paid for the ticket as that information is not on the app. So now a third platform required. They admitted that the page offered no direction as to what I should do with an e-ticket on the app.

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If you read this GWR, your IT systems are appalling. Before you close all your ticket offices (where this problem wouldn't happen), you need to up your game on the app and the website, and overhaul their systems integration. And get its usability tested by real users, not by the people who write the apps.

 
IO think you have do this via your online GWR account, rather than in the app

 
Can anyone in the know please tell me how I can cancel a ticket that I bought using the GWR app.  I can't for the life of me find the option but I'm sure it's hiding there somewhere. Many thanks.