Mews - How to Sync upsells back to Mews as a Product

• Late Check-Out
• Early Check-In
• Room Upgrade
• Custom product Upsells
• Menu upsells

Frequency Type

• Once per Stay
• Nightly Charge

The purchase will be synced with the quantity and price per product. The price set on the Upsell service in Duve will override the price and tax settings set on the Product in Mews.

1. Set up the Product in Mews
2. Set up Payment Methods (for credit card transactions only)
3. Set up for Sync of Tax Codes (for credit card transactions only)

How to create a Product in Mews

How to set a Product in Mews

 

 

• Once - for items charged once during the stay
• Nightly - for items that should be added to the folio at a nightly frequency, for example: Room upgrade
• Per Person (Nightly) - Items that should be posted per person per night (Not Supported)
• Per person - items that should be charged per guest (Not Supported)
   

How to copy the Service ID (Billing Identifier)

How to copy the Product ID

• Enter the specific service that the product exists in
• Press the "Products" button
• Select the relevant Product
• Press the (⋮) menu
• Copy product ID

Now, add the fields into the Setup in Duve

Go to the Upsell setup and add the Billing Identifier and Product ID from Mews into Duve.

1. Fill in the Billing Identifier with the Bookable Service ID.
2. Fill in the Product ID as the Billing Identifier (Product ID) in the case of product orders.
3. Adjust the Tax Rate % for relevant upsells

For Tax Codes to be updated into Mews by Duve for all Upsells synced

Note: Tax codes will not be synced for upsells paid by cash.

Frequency

What the Frequency toggle actually does

The Frequency toggle controls the amount Duve sends per unit, not how often Mews posts the charge.

• When Frequency is off, Duve sends the full upsell price as a single unit amount.
• When Frequency is on, Duve divides the total price by the number of nights in the stay and sends the per-night amount instead.

Duve never instructs Mews to post the charge nightly. The repeating is done by the Charging frequency set on the Mews product. This means both sides have to agree, and the Frequency toggle alone will not make a charge post per night.

Matching Duve and Mews

• Once per stay: leave Frequency off in Duve, and set the Mews product Charging to "Once".
• Nightly charge: turn Frequency on in Duve, and set the Mews product Charging to "Nightly".

If the two sides do not match:

• Frequency off in Duve with Nightly in Mews: the full stay price is posted on every night of the stay, so the guest is overcharged.
• Frequency on in Duve with Once in Mews: only one night's worth of the price is posted, so the guest is undercharged.

Where the Frequency toggle is available

The toggle appears only for:

• Custom product upsells
• Room Upgrade
• Menu products

It does not appear for Late Check Out or Early Check-In. Those upsells always send the full price, so the matching Mews product must be set to "Once". If a Late Check Out or Early Check-In product is set to "Nightly" in Mews, it will post on every night of the stay and there is no toggle in Duve to correct it.

Before you start

Frequency only takes effect when the upsell is actually syncing as a product. Confirm that:

• "Sync as a product" is enabled on the upsell, and
• the Product ID is filled in.

If either is missing, the upsell is posted as a regular order item instead, and the Frequency toggle is ignored.

Restrictions and limitations

• The number of nights is calculated as the check-out date minus the check-in date. A stay with no overnight is treated as one night.
• There is no proration for upsells bought partway through a stay. Duve always divides by the full length of the stay, not by the nights remaining.
• The per-night amount is rounded to two decimal places, so the sum of the nightly charges in Mews can differ from the Duve total by a few cents on longer stays.
• "Per Person" and "Per Person (Nightly)" charging frequencies in Mews are not supported in either mode.
• For custom product upsells with multiple selectable items, turning Frequency on changes how per night items are calculated. Each item is sent as a single unit at its per-night price rather than as one unit per night.

Troubleshooting

A: Please check the settings of the Charging Frequency in Mews and the intended charging frequency in Duve. If the upsell is meant only to post once per order, it should be set to "Once" in Mews.

FAQs

Q: I turned on Frequency, but the charge still posts only once in Mews.

A: The Mews product Charging frequency is still set to "Once". Duve only sends the per-night amount. Change the Charging frequency on the Mews product to "Nightly".

Q: The guest was charged the full price on every night of the stay. Why?

A: The Mews product is set to "Nightly" but Frequency is off in Duve, so Duve sent the full stay price, and Mews repeated it per night. Either turn Frequency on in Duve, or change the Mews product to "Once".

Q: Can I use Frequency on a Late Check Out or Early Check-In upsell?

A: No. The toggle is not available for those upsell types. Set the matching Mews product to "Once".

Q: The total in Mews is a few cents off from the price in Duve. Is that a bug?

A: No. The per-night amount is rounded to two decimals, so multiplying it back across the nights can produce a small difference on longer stays.

Cancellations and refunds

How a canceled upsell is reversed in Mews

When an upsell that was synced as a product is canceled, Duve reverses it in one of two ways.

• Preferred: when the product was first posted, Mews returned item IDs, and Duve stored them. On cancellation, Duve asks Mews to cancel those exact items, and the original lines are canceled on the folio.
• Fallback: Duve posts a negative line against the same Mews product for the same amount.

Duve falls back to the negative line when:

• Mews refuses the cancellation request because the connection does not have permission to cancel order items, or
• Duve has no stored item IDs for every line that was posted, which can happen for orders created before this behavior was released.

Important: in the fallback, the negative line carries no "Cancelled" wording. On the Mews folio, it appears only as a negative amount against the product, with no text explaining what it reverses. If you need cancellations to appear as canceled items rather than negative lines, ask your Mews administrator to grant the Duve connection permission to cancel order items. [PLACEHOLDER: confirm the exact Mews privilege name with the integrations team before publishing]

Room upgrades

When a Room Upgrade upsell is canceled, Duve first reverts the reservation to its original room type in Mews, and then reverses the charge using the same two paths described above.

Refunds

Reversing the charge and refunding the payment are two separate actions.

• If the guest cancels an upsell that was paid by credit card, Duve pushes a negative external payment to Mews, labeled "Refunded".
• If the host or your team cancels the upsell, Duve reverses the charge but does not push a refund payment. The amount remains on the folio as a credit for you to handle in Mews.
• Upsells paid by cash or left on the bill never produce a payment push, so nothing is refunded in Mews.
• If the payment was taken inside Mews rather than through Duve, Duve does not push a refund.

Restrictions and limitations

• Once Duve has recorded an upsell as canceled in Mews, re-syncing the reservation will not reverse it a second time.
• If the item was already canceled manually in Mews, Duve treats the cancellation as successful and does not post a duplicate reversal.
• Cancellation always reverses the full amount of the order. Partial cancellations and partial refunds are not supported. For custom products with several selected items, only the items that were actually posted to Mews are reversed.
• An upsell that was never captured was never posted to Mews, so there is nothing to cancel.

FAQs

Q: A canceled upsell shows in Mews as a negative amount with no description. Is that expected?

A: Yes, when Duve has to use the negative line fallback. Granting the Duve connection permission to cancel order items in Mews will make cancellations appear as canceled items instead.

Q: The guest canceled and was refunded, but my colleague canceled a different upsell and nothing was refunded. Why the difference?

A: Duve pushes a refund payment only for guest-initiated cancellations of card payments. A cancellation made by the host reverses the charge and leaves the amount as a credit on the folio, so your team can decide how to return it.

Q: Can I cancel part of an upsell, for example, two nights out of four?

A: No. Cancellation reverses the full order. To charge a different amount, cancel the upsell and create a new one.

Q: I re-synced the reservation after canceling. Will the reversal post twice?

A: No. Duve records that the order was canceled in Mews and skips it on later syncs.