Expert advice needed - so this is obviously the place to ask.

Contrary to my advice, my wife bought her annual Zone 1-4 from the
national rail booking office at Liverpool Street, rather than the
Underground. [From South Park, Ilford she can travel via Ilford/Seven
Kings or Barking, so there's choice of national rail, Underground or
various permutations thereof]

She was sold a paper ticket, which has failed and had to be replaced
twice in less than a month, making the Gold Card a Q-builder rather
than a Q-buster.

How can she swap it for an Oyster, which will be more reliable and
quicker to use?

If the answer is surrender for refund and re-buy, what's the penalty
likely to be? I've been rummaging around the web without finding an
answer

Thanks

Ken