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
This feature requires Engagement Plus Package.
Table of Contents
Background
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 Upsell
- Click on Orders
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 |
|
| Items | Order Items |
You can either:
- Manually charge/post order to guest folio reservation into Cloudbeds PMS
- Check more details here: How to Add Item to Reservation
or
- Open the order and click Post to Folio
- Check more details here: How the Post to Folio Integration works
Fulfill Order
Once you complete or delivered the order, change the status to fulfilled to update order progress
Archive Order
Archive order once fulfilled/complete to remove from open order list
If a guest requests a cancellation, 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 cancellation/refund order email notification
- The guest receives an order cancellation/refund email
Cancel vs Refund
Cancel or Refund options will be available for an order depending on the payment method for the Order.
- Room Charge orders do not have any payment captured, and are able to be cancelled.
- Credit Card orders already have payment captured, and must be refunded or partially refunded.
Cancel Order (Room Charge)
- Access Upsell
- Click on Orders
- Click the Order you want to cancel
- In the top right corner three dot icon select Cancel Order
- A Cancel Order Window will be displayed
- Enter a reason for cancelling the order (Optional)
- Update PMS folio - this will set the folio status to voided (Optional)
- Click Confirm
Refund/Partial Refund (Credit Card)
When you refund an order, you send payment back to the guest. You can refund an entire order or only part of an order.
A refund takes up to 5-10 business days to be credited back to your guest.
- Access the Order you want to refund
- In the top right corner three dot icon select Refund
- A Refund Order Window will appear
- 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 Confirm
