Cancel someones booking#168

I have a message from someone to cancel a booking but when I go on to confirm I get an error screen

Hello Lorna,

Please can you share a screenshot? Alternatively, you can find the booking on your booking page and click the red cross in a circle to start the cancellation process.
You will be able to cancel individual sessions.

Hello Lorna,

We haven’t heard back from you in a few days and I hope the situation is resolved. However, if you still need help, please click the MESSAGE SUPPORT link in your menu and use the live chat function for the speediest response.