Refund a reservation that I, the host, did not receive funds

[Shirley29]

I have a reservation that I accepted.  Through that process the customer apparently was charged, but I did not get any money for him.  I have gotten requests for a refund for him.  What do I need to do?

[David126]

That would be something the Guest needs to discuss with ABB.

[Stephanie6]

Hi @Shirley29, Sounds like the guest booked and then cancelled before the stay.  I was contacted by an angry guest who did that and wanted his money back from me, which of course I had never received.  The amount held back by airbnb was more than just the booking fee.  I sent a direct message to @airbnb help with the booking number and guest name asking them to check on his refund.  I sent the angry guest a message too.  Within minutes he received a message and the refund.  Frankly, it was easier for me to contact airbnb then to explain to him how to do it (and he was quite angry).  In the end he was very happy.

[Shirley29]

Thank you Stephanie.  I am new to Airbnb.  Can you tell me how to send a message airbnb help?  I wish I could actually talk to someone.