A volunteer scans a family’s four tickets, then realizes they’re holding the wrong order. Or a guest gets scanned at the gate, remembers the stroller in the car, and comes back twenty minutes later to a scanner that says “already used.” In both cases the obvious ask is the same: can we just undo the scan?
The honest answer is that it depends on how your organization scans tickets, and it’s worth confirming before you build a desk procedure around it. Below is how to find out what your setup can do, what to do when a true “unscan” isn’t available, and how to keep these moments from turning into arguments at the gate.
First, figure out what “scanned” means in your setup
When a barcode is scanned, the ticket gets marked as used (redeemed) so it can’t be used again. Where that status lives, and who can change it, varies with the scanning tool you use and how it’s configured. Before anything else, answer these:
- Which tool is doing the scanning? Altru’s own scanning setup, a handheld device, or a third-party scanning app all behave differently.
- Where is the “used” status recorded? On the ticket in Altru, inside the scanning app, or both.
- Who has permission to change it? Even if a reversal is possible, it may be limited to certain security roles.
We aren’t aware of a simple, front-line “unscan” button that every Altru organization can count on, so don’t assume one exists. To confirm for your database, scan a test ticket in a sandbox or on a test event, then try to reverse it from wherever your staff would actually be standing. If you can’t find a way, ask Blackbaud support directly whether a scanned ticket’s status can be reset in your version and configuration. Get the answer in writing and keep it with your gate procedures.
When you can’t reverse the scan
Most real situations don’t actually need the scan undone. They need the guest let in, and an accurate record of what happened. Here are the workarounds teams commonly use.
Wrong ticket scanned
If staff scanned someone else’s ticket by mistake, the guest whose ticket was wrongly scanned is the one who’ll have trouble later. Note the order or ticket number right away. If that guest hasn’t arrived yet, the simplest fix is often a supervisor-approved manual admit when they show up, with a note on their constituent record or order explaining why. If your process allows it, you can also exchange or reissue the affected ticket so they have a fresh, valid barcode.
Same ticket scanned twice
A double scan usually does no harm beyond a confusing count. The guest is already inside. Make sure your attendance reports count unique tickets, not scan events, and let it go.
Guest leaves and comes back
This one is a policy question, not a data question. Decide whether you allow re-entry and how you’ll recognize it: a hand stamp, a wristband, or a paper re-entry pass. Any of those beats trying to reset a ticket so it scans a second time. Resetting it would also let the same barcode be shared with someone else.
Guest scanned but never came in
Occasionally a group gets scanned and then turns around (a sick child, a missed bus). If you want to honor a return visit, treat it like any other courtesy: exchange the tickets for another date or time, or issue a complimentary admission, and note the reason. That keeps the original attendance accurate and gives you a clean paper trail.
Write a short gate procedure
Whatever your setup turns out to support, put a short procedure where gate staff can see it:
- If the scanner says “already used,” check the time of the earlier scan before saying anything to the guest.
- If the earlier scan was minutes ago and the story fits (re-entry, wrong ticket, double tap), admit them using your override method.
- Call a supervisor if the earlier scan was on a different day or the ticket looks shared.
- Log every override with the ticket or order number, the reason, and your initials.
That log matters more than it sounds. Review it weekly. A steady stream of “wrong ticket scanned” entries points to a training or scanner-placement problem, and a cluster of “already used” on the same tickets can point to screenshots being passed around.
Keep your attendance numbers honest
Overrides, manual admits, and comps all change how many people actually came in compared with how many scans you recorded. If you report attendance to a board or funders, decide now whether override admits count, and build a query or report that includes them the same way every time. Check it against your scan counts for a few days after you roll out the procedure.
About scanning tools
Social Good’s Ticket Scanner scans Altru tickets and membership barcodes at the door on mobile devices, so staff can work the line from a phone or tablet instead of a fixed station. If you’re evaluating it, include the “wrong ticket” and re-entry scenarios above in your testing and ask how each is handled, the same way you would with any scanning option.
Quick answers
Can I delete a scan in Altru?
Don’t count on it. Test in a sandbox and confirm with Blackbaud support for your configuration before training staff on any reversal.
Is it safe to let a “used” ticket scan again?
Generally no. A barcode that works twice can be shared. Use a re-entry stamp or band, and log manual admits instead.
