Thank you for your reply. When I go to the Resolution Center, I see the buttons "Send Money" and "Request Money." I click on the "Send Money" button, and then I get a list of the reservations, and I click the button for this reservation, then I click on the "Next" button.
I am still in the Resolution Center, and I am presented with a list of reasons for sending money, but there is only one choice in the list: "Change Dates or Guests." There is no other choice.
If I click on "Change Dates or Guests" a box pops up that says "Please update your reservation with our Alterations Tool." If I click on that, it takes me out of the Resolution Center, to the Alterations Tool. That's how I got there.
It seems that the list of choices on the Send Money page should have included an "Other..." option or something to allow me to just refund a guest directly. But they have not checked in yet, they aren't coming until Tuesday. So for now the only choice listed is "Change Dates or Guests."
Besides that, there is another bug: if I go to the Alterations Tool and enter a new price for the reservation, and click on "Submit Alteration," then click on "Yes - propose these alterations" I am then given an error message page that says:
Shoot! Well, this is unexpected… Error code: 500
An error has occurred and we're working to fix the problem! We’ll be up and running shortly.
If you need immediate help from our customer service team about an ongoing reservation, please call us. If it isn’t an urgent matter, please visit our Help Center for additional information. Thanks for your patience!
For urgent situations please call us
So even if I try to do this by changing the price charged, it still won't let me.
Meanwhile the guest is sitting there waiting for their refund.