I would recommend taking a look at this Kb article here: https://kb.blackbaud.com/articles/Article/59548 . Under the "For a sales order" section it does give the steps to refunding these tickets back to the event, and in that process instead of refunding it to the person's credit card you would instead refund it to an Other payment method. This way the item shows as refunded in Altru while nothing actually gets refunded to the patrons' card. Once that refund is completed, then you can process a back office payment on the constituent's record for the donation they want, and to pay for that back-office payment you would use the same Other payment method that was used to refund the original order. Through this process, the original sales order shows as refunded for tickets and a new donations processed under the constituent's record while not actually refunded and recharging the patron's card. I would recommend using that process to refund these orders and reprocessing them as donations instead.
