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Managing Guest Upsell Requests
Managing Guest Upsell Requests

How to set up upsells notifications, approve guest requests and deny guest requests.

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Written by Support Team
Updated over a year ago

How to Enable Upsell Notifications

To enable Upsell Notifications for yourself and other users:

  1. In the DACK operator portal, go to Account Settings> Admin Users and click on the name of one of the existing users. This will redirect you to their user settings.
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  2. Once in the desired user settings, select Edit in the right corner of the Notification Settings. Make sure to check the box for "Guest Upsell Requests" and whether you would like SMS and/ or Email notifications. If you would like reminders for pending upsells, Select Pending Upsell Alerts under the Email Notification settings.

    **NOTE: If you would like SMS notifications, you must be sure to enter a SMS enabled phone number in the Business Phone section of Your Profile.

  3. Press Save when done.

Now that notifications are enabled, when you receive guest requests you can choose to manage them inside the DACK operator portal and/ or through your email alerts. You will have the option to approve or deny upsells from an email, but not from a text message.

Managing Guest Requests - DACK Operator Portal

The "Guest Requests" dashboard is used to review, approve, and decline guests' requests for upsells.

All requests will be listed here with an accompanying status: Pending, Approved, Declined. If an upsell was built with "Requires approval?" set to Yes, then a request will originate as Pending and will maintain this status until it is either Approved or Declined.

The Guest Request dashboard provides the following information:

  • Item: the name of the upsell requested.

  • Request Date: the date the guest made the request for the upsell item.

  • Guest Check-In Date: the date the guest who made the request is due to check-in per their reservation.

  • Total: the total price of the request. If approved, this is the amount that will be charged to the guest.

  • Unit: the name of the unit the guest will be/ is staying at.

  • Guest Name: the name of the guest that made the request.

  • Guest Notes: any additional information the guest has provided at the time of the request.

  • Status: the current status of the request: Pending, Approved, or Declined.

  • Method: the type of payment the request was made for: Stripe, Cash (or anything outside of Stripe)

  • Stripe Status: If the upsell payment Method is Stripe, this section will provide information on whether the charge is successful (succeeded), Waiting for Approval (requires_capture), or canceled.

Filter: Use the filter drop-down to toggle the display between All requests, or exclusively Pending, Approved, Declined requests. You may also use the search bar for guest names.

To Approve/ Deny Individual Requests: You may click on the name of an upsell item request in this list to view additional details, as well as approve or deny pending requests:

The "Deny" button will allow you to write a custom note to the guest on why you are unable to accommodate their request:

NOTE: If denying an upsell from email, you will not have the option to write a custom note.

To Approve or Deny pending upsells in bulk: Simply select the checkbox to the left of each upsell then select whether the selected items should be Approved or Denied at the top of the list.

Guest Request Status - DACK App

Guests can view the status of their upsell requests in the DACK app under Profile> Purchases. Guests will receive a push notification, text & email when the request is either Approved or Declined.

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