Can't issue refund for cancellation

[Tracy652]

Someone booked my home for a 3rd party.  When I discovered this, I asked her to cancel and have the actual guest book himself and I promised to refund the cancellation fees.  Well, now I cannot refund the money.  Keep getting an error that "a server error prevented my request from being completed.  Airbnb may be undergoing maintenance or your connection may have timed out."  This happens on multiple devices (phone and computer) and multiple wifi sources.

Now this makes me appear as though I'm not keeping my end of the deal.  Anybody having similar issues?

[Emiel1]

@Tracy652 

The cancellation policy will calculate the refund (if any). The guest will not have the Airbnb Guest Service Costs paid back. You can not refund those costs if there is no payout left (see transaction History). Allthough it sounds like a technical erro, it could be a reason for failure.

The guest should have contacted Airbnb (allthough a challenge too...) to resolve a problem he/she created in the first place.

Best regards,

Emiel