Order Management

Placing an Order

You can place an order by going to Orders > Add New Order. A step by step guide to the order process can be found @ http://wiki.whmcs.com/Importing_Data#Manual_Client_Entry

Note: An easier way than using the dropdown menu on the add order page to locate the client you want to add the order to is to locate the client first using the WHMCS intelligent search and then from the Actions menu on the Clients Summary page, just click the Add New Order link and the client will be preselected.

Accepting Pending Orders

Whenever an order is placed in WHMCS, it comes in as a pending order. To view pending orders, go to Orders > List Pending Orders. From there you can accept or deny the order.

Even if you have auto activation enabled, then while the products and services in that order may be automatically provisioned and delivered 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 manually review, check for fraud, problems, etc...

Products

If the order contains any products, you will see those listed in the order items and if the products are linked to a module, and the product/service has not yet been activated (for example by auto activation on payment) then you'll see the options to select a server to install it to, define a username & password, tickbox to create the account and tickbox to send the welcome email. Ticking 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 they haven't been activated by an automated action on receipt of payment, then you'll also have the option to choose a Domain Registrar and tickbox for "Send to Registrar" to define if you want it to be submitted via the API. You'll need to do this if you don't have automatic registration enabled or are wanting to register/transfer the domain without payment.

It is important to note that while all orders are pending until activated, the items in that order - hosting accounts and domains - will be automatically activated based on your auto setup options and auto registration options. So if you have them set for instantly upon payment that will be done while the order remains pending. This is to ensure you manually review each order you get.

Changing the status of an Order

To change the status of an order to cancelled or fraud, locate that order in the orders list and click the Order ID number to view the details of it. Then in the row of actions buttons at the bottom of the page, simply click the Cancel or Fraud buttons. This will set the status of the order and all items in that order to either Cancelled or Fraud and if there is an active hosting account on the server then it will be terminated.

Reviewing Fraud Check Results

If you use the MaxMind service, then you might want to check the results sent back from MaxMind 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 an option labelled "Fraud Check Results" which will list what was received back from MaxMind regarding that order.

If you decide that the order was infact not fraudulent, and you want to therefore 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 then allows the user to go ahead and make payment from the client area as normal.

Note that if an order's fraud score is over your setting's threshold it will skip the 'Pending' status and be set to 'Fraud'.

Deleting an Order

When you delete an order, this removes the order and everything relating to it so this option should only be used if you want to irrevocably remove the order from the system. This includes deleting the products/services within that order, and the invoice that is associated with it.