Abstract: In order to solve the problems of cumbersome process and single way in dealing with railway passenger electronic payment complaints, this paper analyzed the fare, refund amount and complaint refund type of the railway ticketing and reservation system, optimized the complaint handling mechanism of electronic payment, put forward the mechanism of hierarchical examination and approval according to the amount, type, universality and other factors, at the same time, introduced the mechanism of risk fund pool to implement the customer priority mechanism to make compensation first and then analyze the complaints that meet the refund conditions. The paper also expounded the advantages and feasibility of two handling mechanisms in dealing with refund complaints of railway passenger transport. The optimization study can achieve the purpose of improving the timeliness of handling refund complaints and improving the satisfaction of passengers.