Guest Checkout means the order was placed without a customer account — either by a guest on your website or by staff choosing Guest Checkout in Checkout As / POS. On the order page the Billed to block then shows the billing name, email and phone typed at checkout (if any). Guest orders have no digital wallet, so the Refund to balance action is not offered for them; if the order was paid by card and Sprwt can find the underlying Stripe payment, a Refunds button still links out to it in the Stripe dashboard.