Upsells: Fulfillment, Cancellations, and Refunds

Selling the package is half the job; this article covers the other half — delivering it, and what happens when plans change.

The fulfillment queue

Every sold upsell (bought with the stay or later from the guidebook) appears in the Fulfillment queue at the top of Host Dashboard → Grow your brand → Upsells, grouped by the day it is due. Approval and quote requests also surface in Calendar → Inbox.

Due date — the item's scheduled date, or the stay's check-in when it has no schedule of its own.
Context on the card — guest name, property, stay dates, units, start time (confirmed, or requested by the guest), and every guest answer ("Any dietary restrictions? → shellfish allergy").
Statuses you move by hand: Needs action → Confirmed → Fulfilled. New sales start at needs-action; mark confirmed once arranged and fulfilled once delivered. You can attach a private note to any item.

Your per-item fulfillment notes (set on the upsell) are your run-of-stay checklist; they are never shown to guests.

The reservation's itinerary

Open any confirmed reservation — from the calendar, Communication → Inbox, or Reservations — and the drawer has an Itinerary section: every item bought with the stay or added since, laid out day by day from arrival to departure, with items that have no day under Anytime.

A time the guest requested on a day-based item shows beside it with a Confirm button. Confirm sets it as the item's time; the pencil lets you set a different day or time instead. The header counts how many times are still to confirm.
A Gift from your host chip marks an item you gave a returning guest (see Returning guests); Awaiting approval and On tab chips mark items the guest has asked for or not yet paid.
Add to this day on any day — or Add extra in the header — opens the same dialog as Add an expense… below, with the day already filled in: pick one of your catalog items or enter a custom charge, with a price, date and optional time. It goes on the guest's tab and shows up in their guidebook itinerary.
When the guest used Plan my stay, a Planned with Haven AI block shows the plan's summary, the reason for each item, and what the guest asked for.

The mobile host app shows the same itinerary, read-only, on each reservation; confirming times and adding items is done from the dashboard.

Approving requests

Upsells set to Ask me before charging land in Waiting on your approval, above the queue, instead of going straight to needs-action. Each shows the offer, the exact total, the guest, the stay dates, and any note they wrote.

Approve and charge charges the guest's saved card right then at the price they requested, and the item drops into your fulfillment queue.
Decline charges nothing. Add a reason if it helps ("previous guest checks out at 11") and the guest is told.

For an early check-in or late checkout, the approval dialog shows the stay's time changing from its current time to the one the offer grants, for that reservation. Once the charge goes through, the new time shows on the reservation's Stay section straight away, and on the guest's add-on card in their guidebook.

Nothing here re-prices: the guest already agreed to your listed price. If a card needs the guest's confirmation at their bank, or declines, your approval still holds and Haven emails them a payment link for the same purchase — the request stays visible as awaiting payment until they finish. With Add-on payment needs the guest switched off no link is emailed (the message after you approve says so); Resend payment link sends it either way.

Requests can sit until you answer, but they are the one thing in the studio a guest is actively waiting on, so answer them the day they arrive. See Require your approval before charging.

Add an expense during a stay

Not everything a guest owes you was on the menu. A minibar, a late checkout agreed at the door, a broken glass: you can put any of these on the stay's tab yourself, and the guest settles it from their guide.

Open the reservation — its conversation in Communication → Inbox, or the reservation drawer from the calendar — and choose Add an expense… from the ⋯ menu. A Manager seat on your account can do this too.
Fill in What for, the Amount, and, if you like, a Note for the guest. Click Add to tab.

Nothing is charged at that moment. Each expense lands on one running tab for the stay, and the drawer's Added after booking card lists it as Open tab with a Remove button beside each line you added, which stays until the guest pays. You can add more lines at any time; they join the same tab. Give the line a date and an optional time and it also appears on that day of the reservation's Itinerary and in the guest's guidebook itinerary.

The action is offered on a confirmed stay, current or upcoming, and on a stay synced in from a channel (Hostex, for instance) that has a guest attached. It disappears once the stay is over. The amount has to be at least the card minimum for your currency (for example $1). If you pass the processing fee on to guests, the tab's total carries that fee as its own line, just as a guidebook purchase does.

The guest sees the tab in the Guest Portal, on the guide's Home tab, as an Expenses card: every line, what is already paid, any stay credit taken off, what is still owed, and one Pay button that opens secure checkout for the balance. Where the guest holds a stay credit you gave them, that credit comes off the tab before anything is charged; a tab the credit covers in full is settled without a card, and whatever is left of the credit stays theirs. Guests sign in with their reservation to pay. An expense you added creates no fulfillment task — it was delivered already — and once paid it can be refunded from the same card like any other line; a line paid partly with credit returns only the cash share.

Refunding a single item

Every line in the queue carries a Refund button prefilled with what is still refundable on it:

Full refund — the item is marked cancelled and leaves your active queue.
Partial refund — the item stays in the queue; only the money moves.
Already fully refunded lines show the refunded amount and no button.

Items bought with the stay refund against the booking's payment; guidebook purchases refund against their own. Both reverse out of your payout. For deposit items you can only refund what was actually collected through Haven — the balance you took in person is yours to settle directly.

If the item granted an early check-in or late checkout, refunding it withdraws that time and the guest's listing times return.

Guest self-cancellation

Give an item a self-cancel window (on the upsell's rules, alongside Refundable) and guests can cancel that item themselves from the guidebook up to N days before its date — its scheduled date, or check-in when unscheduled.

The refund is automatic and full for the amount paid through Haven (for deposit items, that means the deposit).
Items you have already marked fulfilled cannot be self-cancelled.
Without a window, guests must contact you, and refunds are at your discretion.

When the stay is cancelled

If a reservation is cancelled:

Guidebook purchases (paid separately after booking, like early check-in) are refunded automatically in full to the card they were paid with, through Stripe, whatever the stay's cancellation policy refunds, and their queue items close. The Cancel Reservation dialog lists them under Add-ons refunded in full before anyone confirms, and the cancellation email tells the guest.
With-stay items are part of the booking's own refund math, governed by the stay's cancellation policy and each item's Refundable flag.

When the stay's dates change

If a synced reservation moves and a scheduled item now falls outside the new stay window, Haven does not silently cancel it. The item flips to Needs action in your queue with a note explaining the date conflict — you decide whether to reschedule with the guest or refund it.

Notifications

You get a host notification for every sale, every approval request, every quote request, and every guest self-cancellation. Guests are emailed when you approve, decline, or refund. The add-on emails (approved or declined, payment needs the guest, purchase receipt, quote, extra nights refunded) are under Communication → Message automations → Whenever this happens → A guest asks for or buys an add-on, where you can reword or switch off each one.