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 Host Dashboard → Grow your brand → Upsells, grouped by the day it is due. Approval and quote requests also surface on Home → Overview.

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.

Approving requests

Upsells set to Ask me before charging land in Waiting on your approval, above the queue, instead of going straight to needs-action. Each shows the offer, the exact total, the guest, the stay dates, and any note they wrote.

Approve and charge charges the guest's saved card right then at the price they requested, and the item drops into your fulfillment queue.
Decline charges nothing. Add a reason if it helps ("previous guest checks out at 11") and the guest is told.

Nothing here re-prices: the guest already agreed to your listed price. If a card needs the guest's confirmation at their bank, or declines, your approval still holds and Haven emails them a payment link for the same purchase — the request stays visible as awaiting payment until they finish.

Requests can sit until you answer, but they are the one thing in the studio a guest is actively waiting on, so answer them the day they arrive. See Require your approval before charging.

Refunding a single item

Every line in the queue carries a Refund button prefilled with what is still refundable on it:

Full refund — the item is marked cancelled and leaves your active queue.
Partial refund — the item stays in the queue; only the money moves.
Already fully refunded lines show the refunded amount and no button.

Items bought with the stay refund against the booking's payment; guidebook purchases refund against their own. Both reverse out of your payout. For deposit items you can only refund what was actually collected through Haven — the balance you took in person is yours to settle directly.

If the item granted an early check-in or late checkout, refunding it withdraws that time and the guest's listing times return.

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 approval request, every quote request, and every guest self-cancellation. Guests are emailed when you approve, decline, or refund.