Corona virus

[Alexandra656]

I had a guest cancel last week due to Coronavirus. Check in is for September and the booking was made last November 2019. Airbnb messaged me saying, that according to my cancellation policy, ( strictly non refundable) the payout has been updated to x amount and the guest was refunded x amount, and payout will be released 24 hrs after check in date. Airbnb gives me the option to refund the full amount.

when I click on ‘Issue full refund’ it gives me two options:

1. Full refund

2. partial refund 

When I click on Full Refund, it says the amount I’m refunding is greater than the available guest cancellation refund. I try to click on the Partial Refund but nothing happens.

The guest sent me a message saying that they still haven’t received their deposit back. I don’t understand what’s happening.