Out of curiosity, what is the policy on this when the value cannot be deposited to wallet/miles redeposited?

I cancelled two tickets a few days back and the phone rep said that I could not redeposit the miles back to my account because it was a DL mileage award that was 1/2 used. She said I could call and use the miles at a later date. When rebooked, do the names have to match? It was originally my S/O and me.