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Had reservation but still have to buy another ticket inside the train.

I bought a ticket online from germany (reservation number : 87108382466869) and while getting train from karlsruhe hbf i could not find my ticket and again i have to bye another. And the agent :PE116 tould me if i found my ticket i can claim for refund. Is it possible to get refund? If it is yes, then how? My ticket number : A218877239 agent: PE116,

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