Refund request by a guest - amounts not matching

[Kat99]

hello, our guests have cancelled their trip and are requesting money back. we have flexible refund policy, so the guests are allowed to get the full amount. the requested amount is $2,085 nzd but we are scheduled to receive this money only on 28th august 2022 after they checked-in. also the amount we are supposed to receive is only $2,013. we have 70 hours to respond to this request. i have contacted airbnb support but didn't hear from them yet. would you have any insights? thank you.

[Mike-And-Jane0]

@Kat99 normally when a guest cancels they are refunded automatically according to your cancellation policy. The fact you are being asked to approve a payment is weird and if I were you I would message/call Airbnb and ask them why.