Order Management

Every time a user buys something from you, this creates an "order" record. The order holds all the details relating to a checkout process, including a unique reference number, any promo codes that the client used, the affiliate who referred them, and fraud check results (if enabled).

You can access this feature at Orders > List All Orders.

The system doesn't create orders for automatic renewals that don't involve a new checkout process and are recurring invoices for a previous order. Orders always remain pending until admin review, even though the items inside them can automatically activate, allowing your staff to review and process all the new orders you receive and run any manual checks or actions you deem necessary for new purchases.

The system assigns two unique numbers to each order. First, the ID Number is an internal reference that the system uses. Your first order will be ID 1, the second will be ID 2, and so on. The system also assigns them an Order Number (or Order #). This is the number your clients will receive at the end of the checkout process and is a randomly generated 10 digit number. This won't divulge the size of your company.

Managing Orders

Order Details Page

You can manage orders from the Order menu. The menu provides the ability to quickly filter orders by status.

You can also access orders from the Summary or Products/Services tabs in the client's profile.

Order Details

Click the Order ID to view the Order Details page. This page shows all the information pertaining to the order. The first section displays useful reference information:

The date and time when the client placed it.
The details of the client who placed it.
The promotion code and discount they used (if any).
The Payment Method and total amount due.
The Invoice ID for this order. Click it to see the invoice in full.
The IP address of the user placing the order for the client.
The affiliate who referred the client and a link to manually assign one.

Order Items

The Order Items section lists each of the products, services and domains the client has ordered alongside the Status and Payment Status, providing an at-a-glance reference to whether someone has already created the account and whether you have received payment.

If products are in pending status, the system will display several settings to configure. For more information, see Accepting Pending Orders below.
If you have enabled the FraudLabs Pro or MaxMind Fraud Protection modules, the system will display Fraud Check Results. For more information, see Reviewing Fraud Check Results
If you have enabled it at Configuration () > System Settings > General Settings or, prior to WHMCS 8.0, Setup > General Settings, the system displays Notes / Additional Information if the client provided any when placing the order.

Available Action

The Available Action buttons allow you to change the status of the order:

- Accept Order — Refer to Accepting Pending Orders below.
- Cancel Order — Sets the order status to Cancelled, runs module termination for any active products in the order (removing accounts from the server and setting the product status to Cancelled) and also sets the status of an unpaid invoice for the order to Cancelled.
- Cancel & Refund — Sets the order status to Cancelled, runs module termination for any active products, and refunds any payment against the invoice for the order via the payment gateway (if the module supports it).
- Set as Fraud — Runs the module termination for any active products in the order, cancels the associated invoice, and changes the order's status to Fraud.
- Set Back to Pending — Changes the status of products and services and the order to Pending status.
- Delete Order — Removes the order and everything relating to it. Only use this option if you want to irrevocably remove the order from the system. This includes deleting the products or services within that order and the associated invoice.

Bulk Management

You can use several bulk management options to change the status of multiple orders at once. These tools only change the status of the order; they do not run any module commands to provision or terminate accounts. You can only do this via the Order Details page.

Placing an Order

You can place an order by going to Orders > Add New Order.

You can place orders on behalf of a client in the WHMCS Admin Area. This includes both products and addons that you create and MarketConnect products.

To do this:

Go to Orders > Add New Order.
Alternately, click Add New Order in the client's profile's Summary tab.
Select the appropriate client for Client.
Select a payment method.
If you wish to add a promotion code to the order, select one or click Create Custom Promo.
Creating custom promotions requires the Use Any Promotion Code on Order and Create/Edit Promotions. For more information, see Administrators and Permissions.
If you wish to alter the order status, select a new status. For more information, see Order Statuses.
Select Order Confirmation to send the Order Confirmation email template to the client when you create the order.
Select Generate Invoice to create an invoice for the order.
If you selected Generate Invoice, select Send Email to send that invoice to the client.
In the Product/Service section, select the desired product.
Enter the applicable domain.
Select a billing cycle.
Enter a quantity. If you enter a quantity that is larger than 1, the order will include duplicates of the same product.
If you wish to customize the product's pricing for this order, enter a price in Price Override.
If you wish to include multiple products in the order, click Add Another Product. Repeat these steps for each additional product.
Click Submit Order.

After payment, WHMCS automates the provisioning of the ordered product.

Accepting Pending Orders

Whenever a client places an order in WHMCS, it comes in as a pending order. To view pending orders, go to Orders > List Pending Orders and click the Order ID. From there, you can accept or deny the order.

Even if you have enabled auto-activation, while the system may automatically provision and deliver products and services in that order to the customer, the order status will remain pending until you manually confirm it. This is so that you can always see and review the new orders you've had and be able to, for example, manually review, check for fraud, or check for other problems.

Products

If the order contains any products, you will see those in the list of order items. If you linked the products to a module and you haven't activated the product or service yet (for example, by auto-activation on payment) then you'll see the options to select a server to install it to, define a username and password, and checkboxes to create the account and send the welcome email. Checking the "Run Module Create" box will run the associated module creation command when you accept the order.

Domains

If the order contains any domains, and an automated action on receipt of payment hasn't activated them, then you'll also have the option to choose a Domain Registrar and checkbox for "Send to Registrar" to specify whether to submit it via the API. You'll need to do this if you haven't enabled automatic registration or are wanting to register or transfer the domain without payment.

It is important to note that while all orders are pending until you activate them, the system will automatically activate items in that order (hosting accounts and domains) based on your auto setup options and auto registration options. If you have configured them to do this instantly upon payment, that will happen while the order remains pending. This is to ensure you manually review each order you get.

Modifying an Order

Orders represent a record of the order at a fixed point in time. This includes the purchased items (products, services, addons, or domains), the amount displayed on the order form, who placed the order, and other details.

Subsequent modifications can be made to the constituent parts of the order, but these changes will not be reflected in the order record. Orders themselves cannot be modified. In order to change the order record, place a new order with the desired attributes.

To do this:

These steps assume that no provisioning has taken place yet. Canceling the old order will run the Terminate module command to remove the services from the server.

Follow the steps for placing an order to create and place a new order with the attributes.
Cancel the old order.

Reviewing Fraud Check Results

This section lets you verify results for your chosen fraud protection service (FraudLabs Pro or MaxMind). You can also view Validation.com information here.

Validation.com

Validation.com has announced that they are discontinuing service on April 9, 2023. After this date, the WHMCS features that relate to Validation.com will cease to function. For more information, see User Identity Verification.

In WHMCS 8.2 and later, you have enabled user identity verification, information from the third-party Validation.com service will display here.

MaxMind

If you use the MaxMind service, you might want to check the results that MaxMind sends back regarding an order. You can do this from the order details page. You get to that by clicking the Order ID number for an order next to the order in the list of orders. You will then see a "Fraud Check Results" option which will list what you received from MaxMind regarding that order.

If you decide that the order was in fact not fraudulent, and you want to manually overide the fraud check, you can do that by clicking the Set Back to Pending button, which will change the order status from Fraud to Pending and the invoice back to Unpaid. This allows the user to go ahead and make payment from the client area as normal, or, if a merchant gateway is in use, you can click through to the invoice and instantly attempt to capture the clients payment using the Attempt Capture button on the invoice.

If an order's fraud score is over your setting's threshold, it will skip the 'Pending' status and the system will set it to 'Fraud'.

Custom Order Statuses

By default, there are four order statuses that should cover most situations: Pending, Active, Fraud and Cancelled. If you need more, you can create them via Configuration () > System Settings > Order Statuses or, prior to WHMCS 8.0, Setup > Other > Order Statuses.