Cancelled reservation no. 3084205359

Why is it this guest cancels the day before their check in and they have absolutely no cancellation fee!  They should not receive a refund of their payment if they cancel so soon!  How do I change that on my Extranet?  Also, your emails tells me her payment will be deducted from my bank account!  How can it be deducted, if I haven’t received any payment???  I haven’t even received payment from my last booking!