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!

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Saad Zyada 5 years ago

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

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pibomarco 5 years ago

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).)