Duve is introducing a new capability that automatically cancels upsell orders when a reservation is canceled. This ensures guests are not charged for services they won't receive, and revenue reports remain accurate.
By default, this feature is ON for all Duve Customers.
New Behavior
When the “Auto-cancel orders” toggle is enabled:
- All upsell orders tied to a reservation will be automatically canceled if:
- The reservation status is changed to “Canceled.”
- The order’s delivery date is after the cancellation time
- Duve will process refunds automatically based on each upsell item’s cancellation policy
- Notifications will be sent to:
- The guest who ordered the upsell
- The host
- The supplier (if applicable)
Order Page UI
Duve will show that orders for cancelled reservations are cancelled by 'DuveAutomation'
Cancellation reason in the order logs:
- “Cancelled by Duve Automation”
- “Because the reservation was cancelled.”
Additional Notes:
Works with 2-way PMS integrations (order cancellation and refund will sync with the PMS)
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