Refund options: issuing a voucher code, rather than a monetary refund
If you would like to offer a customer an opportunity to book for a different event rather than giving them a monetary refund, then you can use the "refund to voucher" option that is available on the refund/cancel tickets pop-up on the order management page.
Rather than a monetary refund, the refund to voucher option will send the customer an email with a voucher code for the amount they have been refunded. The customer can then use that code at the final stage of check-out the next time they book, to get a discount on their ticket. If the amount of the refund is more than their new order, any remaining value will stay associated with the discount code so they can use it again to get the full refund amount redeemed.
To issue a refund to voucher, follow the usual steps for refunding an order/ticket. You can find via this help article which outlines those steps
When you are on the refund pop-up, tick the Refund to Voucher option at the bottom (as shown in the following image) and that will send an email to the email address on the order with their voucher code. It will mean there is no monetary refund done - you will keep the monetary amount.
Here is an example of the email the customer will receive when a refund to voucher has been issued for their order:
When you have processed a refund to voucher, this will show on the order page just like a regular refund would, however it will be marked as "Refund (voucher)" instead, as per the following:
If you have any questions regarding refunding to voucher, please contact firstname.lastname@example.org