If a patron would like to receive credit for a purchased ticket they cannot use, rather than a refund, you can transfer the value of their ticket into a gift certificate. A gift certificate includes a unique code that retains the value and can be applied to future purchases online by your patron.
Note: Your gift certificate layout must be in place. If you haven't issued Gift Certificates in the past then it has not likely been setup. Please contact your Client Services representative if you need your GC layout setup.
How to transfer the funds from a ticket purchase into a Gift Certificate:
Look up the patron's record on the DATABASE screen, locate their order at bottom left, click View, then click Refund/Release and process a refund*. Select Gift Certificate as the Refund Method on the second screen in the process (do not refund it to their CC). It will create the refund on the current order and create a new gift certificate order for the refund amount. Check the "do not send email" checkbox if you don't want the patron to receive a refund email. Note that the patron will still receive a gift certificate acknowledgment email.