How to troubleshoot Orders sync to PMS

Depending on the PMS integration to Duve, Duve has the ability to sync Upsells back to the guest's f olio in the PMS.

Duve can push these orders depending on the PMS connected:

• Custom products
• Menu Products
• Early Check-in/Late Checkout
• Room Upgrade

Common Questions:

• Upsells not shown as synced back to the Folio in the PMS
• Error when syncing upsell back to the PMS
• Order in Duve but not in PMS

Upsells Purchase and Sync Flow

A guest will purchase an upsell through Duve, either by credit card, cash, or adding to the Hotel Bill. An order is created in Duve. Depending on the PMS connection, Duve will immediately sync the upsell back to the PMS, to the guest's folio.

Order Page Logs

Logs on the page will indicate the success or error of creating the order and syncing the payment to the PMS

Logs Summary

• Order requested SCA payment approval - payment was made successful in the payment terminal
• Order created - Order was created in Duve
• Order update sent to API - Order was pushed to the PMS

The following actions will also send updates back to the PMS and will reflect in the folio:

• Cancelling the order
• Refunding or partial refunding the order

Troubleshooting:

An log "Order update sent to API" with the error details will indicate that the upsell did not sync to the PMS.  If there is no log for this, or no error, the upsell was not pushed to the PMS.

Clicking 'Show Error Details' to see the full error

If you are not able to read the error, please contact Duve Support.

To Retry syncing the Order to the PMS, click the "Retry Now" button