Everything you need to know about invoices, cancellations, and frequently asked questions related to billing.
You can access and download all invoices directly from your account:
Click on the top right corner.
Select "Invoices" from the dropdown menu.
Here you’ll see all your invoices along with their payment status.
Click "Request Invoice" to have the invoice sent directly to your email.
If you need to cancel a specific upsell or upgrade request:
Please refer to this article: How to Cancel an Upsell Request
Important: Upgrades can only be cancelled until the 5th of the month.
For late cancellations, email us at accounting@upsellguru.com
How can I pay for invoices?
Bank and credit card details are available on the second page of your invoice.
When do I receive my invoice?
Revenue share (commission) invoices are issued on the 5th of the month for the previous month. Subscription invoices are issued on the last day of each month.
Can I have a list of all upgrades on the invoice?
Yes. Navigate to the TRANSACTIONS tab, select the desired date range and filter by Status: Accepted/Confirmed. You can download the report in multiple formats.
Can I change who receives an invoice?
Yes. Please send your request to accounting@upsellguru.com.
Who do I contact if I have questions about my invoice?
Reach out to accounting@upsellguru.com.
I need help finding an invoice.
Go to the Invoices section (top right dropdown in the platform). If you still can't locate the invoice, email accounting@upsellguru.com with the month and hotel name.
I need help cancelling an item that the guest did not pay for.
Upgrades and extras can be cancelled in the Extranet until the 5th of the following month. After that, leave a note in “Cancellation Remarks” or contact accounting@upsellguru.com for assistance.
I want to understand how the pricing/commission is calculated.
The commission is based on successfully upsold room upgrades and extras. You can find the revenue and commission breakdown in your invoice. For specific contract terms, reach out to business@upsellguru.com.
A paid invoice is still showing as "outstanding" in the platform.
It may take up to 72 hours for the payment status to update. If it remains outstanding after this period, contact accounting@upsellguru.com.