When you press Accept or Decline in Store & upsells, then Guest purchases, two things happen: the order status changes, and the guest is emailed. These messages mean the first worked and the second did not, so the guest does not yet know.
The versions you may see
- Order updated, but the guest email didn't send — let them know directly. The send failed, or that guest's address has unsubscribed from our emails.
- Order updated — guest emails aren't switched on yet, so let them know directly. Email is not enabled on your account.
- Approved and the guest was emailed — but card payments aren't connected, so you'll need to take the money yourself. Connect payouts in Settings. The accept and the email both worked. Only the payment link is missing.
- Approved and the guest was emailed, but the payment link couldn't be created — take the money directly.
What to do
- Message the guest on the channel you booked through and tell them what you accepted or declined.
- If it was a paid extra and no payment link went out, take the money the way you normally would, then mark the order fulfilled in Guest purchases so your records match what happened.
- If the message mentioned payouts, open Settings, then Payout account. Until that is connected, guests can ask for extras but cannot pay for them in the guidebook.
Why it is worth checking
The order status is what the rest of QuietStay works from, and it is already correct. The only thing at risk is the guest thinking they have been ignored, which one message from you fixes.
If every order email fails
That points at email on the account rather than one address. Reply to any email from QuietStay and it reaches a person.