A patron's card may show as charged and refunded in BBMS or your credit card processor but there is no record of the order or refund in Altru.
This occurs when a patron's credit card is swiped in Daily or Advance Sales but the payment is deleted before the order is completed. The card is charged immediately when it is swiped, but the Altru order is not created until the ticket seller presses complete. If the payment is deleted from the order summary, Altru will issue an immediate refund, but if the order is then canceled or something else is added to it, you will have no record of the refund in Altru.
If a patron's card is swiped but then he changes his mind about his purchase and the card needs to be refunded, the correct procedure is to complete the sale then issue a refund through Sales>Refunds. This way there is always an accurate record of the sale and refund in Altru.