Auto-Cancel Orders When a Reservation Is Canceled

Learn what happens to upsell orders, refunds and guest notifications when a reservation is canceled in Duve, and why this automation can't be turned off.

Current Behavior

When a reservation is canceled, the following actions occur automatically:

• All upsell orders linked to that reservation are canceled
• This applies to orders with a delivery date after the cancellation time

This behavior is fully automated and always active. It is not configurable and cannot be turned off.

Refunds and Notifications

• Refunds are processed automatically according to each upsell item’s cancellation policy
• Notifications are sent to:
  • The guest who placed the order
  • The host
  • The supplier (if applicable)

Order Page Visibility

• Orders canceled due to reservation cancellation will appear as canceled by “DuveAutomation”
• The order logs will include the following reason:
  • “Cancelled by Duve Automation”
  • “Because the reservation was cancelled”

Additional Notes

• This behavior applies to supported 2-way PMS integrations (order cancellations and refunds will sync accordingly)