How to refund a guest after 30 days?

[Wendy-and-Ross0]

Hello

We had a guest from November 2015 who booked for 3 nights but cancelled on the day of arrival due to wifi not working. 
The payment still went through as part of a bulk payout to our Airbnb account. She e-mailed today for a refund. 
How do we refund her now that it's past 30 days? 

Thank you!!! 

Wendy & Ross

[Dave-and-Deb0]

Hi @Wendy-and-Ross0,

Usually Airbnb handles refunds when a guest cancels but you can still offer reimbursement after the fact.  I would check to make sure that Airbnb did not already refund them.

You can use the Resolution Center even after 30 days.

https://community.airbnb.com/t5/General-Hosting/The-Resolution-Center-A-How-To-Guide-Request-or-Offe...

Dave

[Wendy-and-Ross0]

Hi Dave & Deb

Thanks very much for the answer and link!

The guest that is requesting a refund is not on the drop down list. the list goes back as far as 8th December and our guest was booked the 24 Novemeber.

When I click her confirmation code it is the only entry in our entire transaction history that reads 'This reservation is not active.'

Struggling to see what I can do..

Regards

Wendy & Ross

[Dave-and-Deb0]

How about contacting Airbnb as they may have already refunded this guest as they may have complained to them and they might have refunded them fully.

Dave