I'm have a couple GC problems

A customer tried to redeem a GC yesterday (1st time I've had one redeemed) when she tried to use the code she received in her email it said "invalid redemption code". I copy and pasted the code from zen and sent it to her, and that worked fine for her. The one she got in her email was 3 times longer than the one I see in my admin. After I got her squared away, I sent a GC to myself to see what the problem was. Well, I experienced the same thing. Any idea what the problem could be?

The other problem i'm having.....this same customer didn't see the "apply amount" box when she used her GC. She completed her order and paid for it thru paypal. I had to refund the GC amount to her through paypal, but now she still has a GC balance in Zen. I need to delete this balance, so she can't use it on another purchase. How do I do this? Thanks so much!

There isn't a delete on a Gift Certificate amount as this is cash ...

You would manually need to change this by going into phpMyAdmin and editing the table:
coupon_gv_customer

Find the customer and remove that amount already spent ...