Refund Request - for the new host

[Jay27]

We had a cancellation well before our moderate settings; although, we haven't recieved any funds to refund. Is this normal to refund money that we haven't recieved? I don't want to take their money for not staying, but I feel hesitant about refunding money that I haven't recieved.

It was for a months stay, so it is an substantial amount.

[Tulio0]

@Jay27 refunds for cancellations should be automatically handled by Airbnb, not by you. Since you had the moderate policy, they should have received the full refund, except for the fees. You can get more information at https://www.airbnb.com/home/cancellation_policies