Upsells FAQ

Q: Who receives the order emails and how can I set up to receive order emails?

A: By default the Supplier (Company Email) and all emails set in Order Notifications (under Settings > Notification emails) will recieve the emails for all order updates. On Custom Products, for more users to receive emails, they can set "Additional Email Addresses to receive orders". 

Q: How can I manage order requests such as approve/deny/refund?

A: By going to upsell > requests > pending > you will see the records awaiting to approve or deny. On the left side of each record, there is a red “X” sign to deny and a green “v” sign to approve. You will also receive an email for each order request to the email you have updated under settings>notifications>order notifications

Q: When denying a request for upsell, does the "Add explanation" section appear in the Denial Confirmation Email?

A: When trying to deny a request for an Upsell for a guest, an "Add an explanation" box will open to update the guest about the reason for the denial.

Q: How can I sort my upsells for the "Top picks for you" section?

A: Enter the "Manage" section, and there you will have the Sort Order option. In this option, you will have the ability to switch the positions of your Upsells.

Q: I know my guest requested an upsell, but I can't see it, why?

A: Check the Requests page. Also, in each resevation, all Upsells will appear in the "Additional services by Duve" section, there you can see the status of it and click on it for more information.

Q: If an upsell is disabled, can I send a link to a guest to purchase the Upsell anyways?

A: It is possible. When sending the link to an Upsell, the guest will be able to purchase it, even if it is disabled.

Q: Is there an option for the guest to add a special request in a free text?

A: Yes, in the "advanced options" section you can add "add special requests" option and the guest will be able to add "free text" in the upsell order.

Q: How can I disable an Upsell?

A:  When entering each Upsell, you will see a 'three dots' button in the upper-right side of the screen, there you will have the ability to "Disable" the Upsell. 

Q: How can I enable an Upsell?

A: When saving an Upsell for the first time, you will be prompted to save and enable as long as all the requirements to create the upsell are fulfilled. When entering each Upsell, you will see a 'three dots' button in the upper-right side of the screen, there you will have the ability to "Enable" the Upsell.

Q: Is the "Enable"-"Disable" action is the same for the "Transportation" Upsell?

A: You will have a toggle button to "Enable" or "Disable" the Upsell.

Q: What is the difference between an "Instant booking" Upsell and to "Require approval" Upsell?

A: The difference is that "Require approval" will give the host the ability to approve every Upsell that his guests purchase/desire. "Instant booking" will approve the purchase of the upsell immediately. For upsells that rely on availability such as Early Check-in, Late Checkout and Room Upgrades (Smart Tools), the upsell availability will always be available. 

Q: How to add an Supplier to my Duve account for my upsells?

A: To add a Supplier to your Upsells, go to Upsells > Suppliers and click "New Supplier". The supplier will then receive an email to join Duve.

Q: Are Credit Card Processing Fees charged through Duve?

A: Credit card processing fees depend on the connected payment provider in the Duve account. Please contact their support team to learn more about these fees.

Q: How can I generate a QR code for an upsell?

A: Set up an Upsell that you want to show to your guests via QR code. Go to Digital Spots > Create New > Select Service. Add the Service (Upsell) to display via the QR code.

Note: The QR code must link to a Public Upsell, so you will be prompted when Saving the QR code to set the upsell as Public before you can start using it.