When a guest buys something from the Whistle Upsell store, it appears as a new order in the Orders page inside of Whistle. Check below how it works and how to manage upsell orders with Cloudbeds PMS.
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Table of Contents
When an order is placed:
- All Admin users receive a new order email notification
- The Orders page shows a new order
- The customer receives an order receipt/confirmation email
- The customer receives an order confirmation SMS
- Order processing flow begins
Access and Review Orders
- Access the Upsell
tab in the top navigation bar
- Go to the Orders section
- You will find all the orders and their details listed as below:
Each order provides details and statuses to help you track the progress. You can filter your orders by the following items:
| Filter | Description |
|---|---|
| Status | A new order starts as Open, you can Archive an order once it's been Fulfilled, Cancelled, or Refunded. If there's an issue and you need to cancel an order or refund an order then the order status is updated to Cancelled
|
| Date | When the order was placed |
| Customer | Who place the order |
| Total | Price |
| Payment Type |
|
| PMS Folio | Allows to post orders to a reservation folio.
|
| Fulfillment |
|
Process / Post Orders
You can either:
- Manually charge/post order to guest folio reservation into Cloudbeds PMS; or
- Open the order and click to Post to Folio
Fulfill Order: Once you complete or deliver the order, change the status to fulfilled to update the order progress;
Archive Order: Archive order once fulfilled/complete to remove from open order list.
Review your orders and add notes if needed.
- Click on the order to view details
- Select the PMS folio
- Click to Post Order
If the Post Order button is unavailable, check if the order is:
- Already posted to the folio
- Voided
- Canceled
- Refunded
-
- Orders can only be posted to a reservation folio if the payment type is Room Charge. Otherwise, they must be manually posted.
- Fulfilling an order is a manual step that updates the status of the order in Whistle and indicates that the order has been completed.
Cancel or Refund Orders
If a guest requests a cancelation or an item was ordered and isn't available, you might need to cancel or refund an order. When an order is canceled or refunded the following occurs:- All Admin users receive a cancelation/refund order email notification;
- The guest receives an order cancelation/refund email.
Cancel vs Refund
Cancel or refund options will be available for an order depending on the payment method.
- Room Charge orders do not have any payment captured and can be canceled.
- Credit Card orders already have payment captured and must be refunded or partially refunded.
- Access the Upsell
- Go to the Orders section
- Click on the Order you want to cancel
- Open the
menu and select Cancel Order
- A Cancel Order window will be displayed
- Enter a reason for canceling the order (Optional)
- Update PMS folio - this will set the folio status to voided (Optional)
- Click to Confirm
Refund/Partial Refund (Credit Card)
When you refund an order, you send payment back to the guest. You can refund the entire order or only part of it.
A refund takes up to 5-10 business days to be credited back to your guest.
- Access the Order you want to refund
- Open the menu
- A Refund Order window will be displayed
- Set the refund amount
- Enter a reason for the refund (Optional)
- Update PMS folio - this will set the folio status to voided (if its a full refund) or remain as posted (if its a partial refund) (Optional)
- Click to confirm.
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