Hi all!
We had some tickets refunded to a gift certificate, and are now trying to refund that gift certificate balance to On Account. When our box office staff tries to process the order, they fill in the gift certificate information as outlined in the documentation (input balance as a positive number, select appropriate GC payment method, enter GC_no) but are unable to click the Apply Payment button (it's grayed out) and proceed with the On Account portion of the transaction. They were originally trying to complete this transaction in the original order, so I advised them to try doing so in a new order. They got the same results, but with a "Gift certificate locked in batch ####" message.
I've seen this problem with web orders where the GC is locked in batch -1, but this is a controlled ticketing batch, and interestingly enough, the system claims that the GC is locked in the open batch that the box office staff member was trying to complete the order in. When I check T_GC, that certificate has mir_lock = 0, so I'm not sure why it's showing that message, or why the gift certificate payment couldn't be applied in either scenario. Appreciate any tips--I have access to SQL so can provide more detail if needed.
Thanks!
Hi Olivia! The problem here could be that the user is trying to do this in a controlled batch. Gift certificates cannot be sold or redeemed in controlled batches. (The steps you're describing are a little puzzling, because you shouldn't be allowed to even see a gift certificate payment method inside a controlled batch.) I'd suggest trying the transaction in an uncontrolled batch to see if that fixes the issue. If it doesn't, we can get a ticket open to dig further.
Hi Michael, thanks for your reply! That was my mistake, they have actually been working in an uncontrolled batch type. I was able to complete the transaction in the client in our test environment without issue using the same uncontrolled batch type they've been using in production.
Ah, good to know. One other thing you could try is running the Unlock Order in Batch utility for the batch that is mentioned in the error message. I will get a ticket open for you in the meantime just in case this requires a closer look.