Hello Seassoulloowh29
I would guess that your ticket has the note ‘BON’ on it. Is that assumption correct?
If so, this special case of the reimboursement rules as per regulation T600.9, article 1.2.3 applies:
In short, if more than 50% of the price was paid for by the coupon, you need a writen notice that the issuer of the coupon agrees to you reimboursing the ticket. I would be surprised if there is good-will which would allow for a refund without such a writen permit by the issuer of the coupon.
As for any case, if you are not satisfied with how a transport company in Switzerland has handled your request, you have the possibility to escalate it towards the mediation service of the Verband öffentlicher Verkehr VöV but without guarantee that this will get you a refund. Goodwill is not something you have a right for - it is something you might sometimes recieve.