There were many requests for refunds. Many organizations would ask their ticket-buyers, “Are you willing to leave the money with us and trust us that we'll bring you the show when we're able to?” There were many ticket-buyers who did do that, but there were many who couldn't and wanted their refunds. There was refunding, and it's been really complicated going back and forth with partial reopenings, capacity limits and that kind of thing. There were refunds on top of the lack of capacity and the lack of sales.
I wanted to add to what Jacoba was mentioning around digitization. Lots of people and organizations decided that a good way to reach out to potential members, potential audience members, potential artwork buyers...and let's not forget the visual arts are all in this too. They said they couldn't reach people unless it was through a digital format, but there is no way those digital formats have had any way of monetizing.