Guest Cancellation charges

I asked my guest to cancel the reservation since there was a conflict with the calendar schedules. After he cancelled he was still debited the fee. How can this be returned to the guest? My profile doesn't have a cancellation fee to the guests but he was still charged.
Please help.
thank you!

Saad Zyada

It think you just need to ask the customer service to refund the client with the amount


Next time you can send a "request to cancel" to guest in extranet
(By sending this request, I agree to waive the cancellation fee (if any).)