Refund of cancellation fee

Hi everyone

i got a text message sent from a guest that cancelled today asking how her refund was going and she sent a screen shot showing an email from Bookings.com that said they should contact me. This hasn't happened with anyone else that's cancelled and when i go into her cancelled reservation it clearly says that i won't receive a payment because she's cancelled and that bookings.com handles payments. Does anyone know how i can contact bookings.com? I'd like to help her and she's asked me to contact them on her behalf. 


Thanks, Viv