cancelled booking refund

Please can you help. a guest needed to cancel her booking, she was due to arrive 28/03/20. 

We in the UK and so is the guest. We fully support her reasons and she has cancelled. We want her to have a full refund and for us to not have any fees for this booking.

How can we refund her and avoid fees ourselves?

Thank you for your support


As it's more than 48 hours both of ye can do it online in portal. 


If you do it, goto their reservation details page and click request cancellation,  pick option 2, and you are done.