Fulfillment: Tasks, Contacts, and Payouts

Selling an upsell creates work — a dinner to cook, a basket to stock, a mid-stay clean. The fulfillment layer hands that work to the right person automatically, tracks whether they said yes, and pays them when it's done. It also covers the biggest recurring job of all: the turnover clean after every checkout.

Everything lives under Messages & Automations → Tasks.

Contacts: your roster

Add the people who do the work — cleaners, chefs, provisioners, handymen, drivers — under Tasks → Contacts. Each contact has a phone, WhatsApp, and/or email, the roles they cover, how they prefer to be reached, and an optional default rate per job. If you already keep contacts on your listings (the guest-facing "who to call" list), Import from listings pulls them in with one click.

Contacts never need a Haven login. Everything they do happens over text, WhatsApp, email, and a private link.

Tasks and offers

A task is one unit of work: one sold upsell line, or one turnover clean. Tasks are created automatically:

when a guest buys an upsell (with the stay or later from the guidebook);
when a booking is confirmed on a listing with a turnover cleaner configured — due on checkout day at your checkout time.

If the upsell (or listing) has a default fulfiller, the offer goes out immediately: a text/WhatsApp/email with the job, the property, the date, the pay, and a deadline to respond (2 hours by default — configurable under Tasks → Defaults). The fulfiller replies Y to accept, N to decline, or opens the link to see the full details and respond there.

Accept → the item shows Confirmed everywhere, and they get a reminder the morning it's due.
Decline or no answer in time → the offer moves to the backup contact automatically (if you set one), otherwise the task lands back in your inbox marked Needs assignment.
DONE (by reply or link) → the item flips to Fulfilled and the payout starts.

You can always assign, reassign, nudge, withdraw, mark done, or cancel from the task inbox — your actions always win.

Photos: show the standard, get the proof

Every task can carry two sets of photos:

Reference photos ("how it should be done") — add them on the task in your inbox. They appear on the fulfiller's job page and in the offer email, next to your written notes and checklist: how the beds are staged, where the welcome basket goes.
Completion photos — the fulfiller sends proof the job is done. They can text photos back over SMS/MMS or WhatsApp (the photos attach to the right task automatically, even in the same message as a DONE reply) or upload from the job page, which opens their phone camera directly. Each photo in your inbox shows how it arrived.

Default fulfillers

Under Tasks → Defaults:

pick a default fulfiller per upsell — who gets the job when it sells;
pick a turnover cleaner per listing — who gets the clean for every confirmed booking;
each default can carry a backup, a per-job rate, and its own response window.

Rates resolve in order: a rate you set on the task itself, else the rule's rate, else the contact's default rate. No rate means no payout — the task still works, money is just handled outside Haven.

Paying fulfillers

When a task with a rate is marked done, a payout is created. Approve it from the task inbox (or turn on auto-pay to skip the approval step). The charge goes on your saved card and the money is transferred to the fulfiller's own Stripe account — they set that up once, through a private link, with the same Stripe onboarding you used.

If they haven't set up payouts yet, the payout waits and they get the setup link automatically. If you have no card on file, the payout waits and tells you. A failed charge can be retried. Paid is paid — Haven never claws back a completed payout.