Typically in order to switch a registrant or ticket to a new program, you need to process a refund and repurchase of that ticket (for more information, see: A constituent wants to reschedule tickets to a different program).

If you rang up the new order using a payment method of cash or check, refund the sales order.

If you rang up the original order using a credit card, refunded to an Other payment method, and rang up the new order with an Other payment method, you will not be able to issue another refund on the original order in order to refund the credit card. When an entire order has been refunded, no further refunds can be made within Altru.  Instead, you can refund the credit card through the credit card processor.  For more information, see our Knowledgebase solution Cannot find order to refund