Upsells: Fulfillment, Cancellations, and Refunds

Selling the package is half the job; this article covers the other half — delivering it, and what happens when plans change.

The fulfillment queue

Every sold upsell (bought with the stay or later from the guidebook) appears in the Fulfillment queue at the top of the Upsells studio, grouped by the day it is due:

Due date — the item's scheduled date, or the stay's check-in when it has no schedule of its own.
Context on the card — guest name, property, stay dates, units, start time, and every guest answer ("Any dietary restrictions? → shellfish allergy").
Statuses you move by hand: Needs action → Confirmed → Fulfilled. New sales start at needs-action; mark confirmed once arranged and fulfilled once delivered. You can attach a private note to any item.

Your per-item fulfillment notes (set on the upsell) are your run-of-stay checklist; they are never shown to guests.

Guest self-cancellation

Give an item a self-cancel window (on the upsell's rules, alongside Refundable) and guests can cancel that item themselves from the guidebook up to N days before its date — its scheduled date, or check-in when unscheduled.

The refund is automatic and full for the amount paid through Haven (for deposit items, that means the deposit).
Items you have already marked fulfilled cannot be self-cancelled.
Without a window, guests must contact you, and refunds are at your discretion.

When the stay is cancelled

If a reservation is cancelled:

Guidebook purchases (paid separately after booking) are refunded automatically in full, through Stripe, and their queue items close.
With-stay items are part of the booking's own refund math, governed by the stay's cancellation policy and each item's Refundable flag.

When the stay's dates change

If a synced reservation moves and a scheduled item now falls outside the new stay window, Haven does not silently cancel it. The item flips to Needs action in your queue with a note explaining the date conflict — you decide whether to reschedule with the guest or refund it.

Notifications

You get a host notification for every sale, every quote request, and every guest self-cancellation.