cancellations

Hi

you have only shared half the info.

You cant refund a guest directly if you did not take direct payment .

so that should tell you who needs to do what.

but if you do not have the guest prepaying you nor BdC when they make the reservation, then there is nothing  to refund at all

Reminder Partner Support will never see this.

Posting account or action requests here will result in nothing.

For when its urgent never post here go straight to phone method ,as per below.

 Message or Call BdC PartnerSupport ***

1. In the extranet, go to the ‘Inbox’ tab.
2. Select ‘Booking.com messages’.
3. Right Pane - Click on ‘See Contact Options’. 
4. Choose Account
5. Now choose Other
6. Then at bottom , See all contact options, and click Message or Call
7. As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed.

*** public main lines via Where you can reach us

Kind Regards