Gift Certificate Refund/Void/ or something else?

I have a Zen Cart and one of my customers bought a large gift certificate for another customer. She was thrilled and placed a large order. The gift certificate did not show up and the amount did not come off her order. What is the best way of handling this?

Can I void the gift certificate and refund her the amount? If so how do I void a gift certificate, I thought I could not do that. I asked her if he sent it to her and she has not had the chance to answer that.

Thanks for your thoughts on this. I know it's not impossible. I could refund her the $100 but that would mean the gift cert was still out there unclaimed.

Zen Cart version 1.3.7 Patch 1

Thank you.

If fred bought $100.00 Gift Certificate ... and you released that in the Admin ... and then fred sent the $100 Gift Certificate to sally ... one of two things can happen ...

1 sally never redeemed the $100.00 Gift Certificate that fred sent her

2 sally did redeem the $100.00 Gift Certificate that fred sent her, but ... she did not apply the $100.00 Gift Certificate from her GV balance to the order

You have a very ancient version of Zen Cart, so you need to look this up in steps ...

1 go to your Zen Cart Admin to the Customers ... Customers ... and find sally's customers_id ... this will be the cID in the URL if you click on her name in the list ...

2 go to phpMyAdmin and check the table:
coupon_gv_customer

and look for sally's customers_id number

if found, do you see the $100.00 balance in the:
amount

field for her?

You need to remove the 100.00 from the:
amount

yourself by editing the record

if not found, then sally never redeemed the GV for $100.00 that fred sent her ...

You can then go to the Gift Certificate/Coupons ... Gift Certificates sent ... and find the GV that fred sent to sally ...

Once you have the redemption code, login to your own shop as a customer and claim the GV for yourself so that sally cannot later claim this ...

3 work out the refund to sally for the $100.00 that she should have been able to use with the Gift Certificate

Thank so much. I will do that. I get the drift that perhaps I need to update the cart as well and will look into that. Again, thank you for helping me puzzle this through.