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An order is a shopping basket that a client checked out, or that you checked out for the client. It holds services, addons and domains, usually with one invoice. This chapter follows an order from the moment it is placed to the moment it is accepted, cancelled or refunded, and then covers upgrade requests and cancellation requests. The pages are in the Orders menu.

The life of an order

1. The client checks out in the store (see The store and the cart), or you place the order yourself, see below.
2. The script makes the order with the status Pending. Every service, addon and domain on it is Pending too. An invoice is made for the first payment, unless the order is free.
3. A fraud check may run (see below). If it flags the order, the status becomes Fraud and nothing is set up.
4. The services are set up (the module runs and the account is created) according to each product's setup rule, see Products:
   • As soon as an order is placed and As soon as the first payment is received (the default) - the service is created when the order's invoice is paid, or at once for an order with nothing to pay.
   • When you manually accept a pending order - only when you press Accept.
   • Do not set up automatically - the module is never run by the script.
5. The order becomes Active when you accept it, or by itself when it is free (setting Auto Accept Free Orders, on by default) or when its invoice is paid (setting Auto Accept Paid Orders, off by default). Both settings are on Setup → General Settings → Ordering, see Settings.
6. The customer and your staff get the Order Confirmation and New Order Notification e-mails, and the Home dashboard counts the order under Pending Orders.

The order lists

List All Orders shows every order, 25 to a page, newest first. Pending Orders, Active Orders, Fraud Orders and Cancelled Orders are the same list with the status fixed. On the full list a Status filter appears.

Order statuses

Orders → Order Statuses lists the statuses and how many orders use each. Four are built in and cannot be renamed or deleted: Pending, Active, Fraud and Cancelled. You can add your own, for example Awaiting documents or On hold. A status has a Title, a Colour, a Sort Order and three switches that decide which of the lists above show it: Include in Pending Orders, Include in Active Orders, Include in Cancelled Orders. A status that orders still use cannot be deleted.

One order

Click an order number. The left side shows:

• Order Details - number and ID, date, status, payment method, amount, the invoice with its status and View Invoice, the promotion code used, the IP address, whether it was placed by the client or by an administrator, and the fraud check result.
• Order Items - each service, addon and domain with its first payment and status; click one to open it.
• Order Notes - private notes; Save Notes.

The right side shows the client with links to the client summary and services, and Order Actions:

Cancelling an order does not terminate an account that is already running on a server; open the service and use its Terminate command, see Services and servers.

Fraud checks

When a client places an order, the Fraud Guard addon, if it is switched on, looks at it and may set the order to Fraud with its findings shown under Order Details. The check is skipped for orders you place as an administrator, and, by default, for a client who already has an active service (setting Skip Fraud Check for Existing Clients, on by default). Set it up at Setup → Fraud Protection, see Settings.

Adding an order for a client

Orders → Add New Order places an order for a client, for a phone sale or a migration. It works in steps on one page:

1. Choose the Client - search by name, e-mail, company or ID. (From a client record, Add Order opens this page with the client chosen.)
2. Add a Product/Service - pick a product and press Select. The form then shows the Billing Cycle (priced in the client's currency; a product with no price in that currency cannot be added), a Domain box, a Domain action (Just record the domain, Also register it, Also transfer it in, with years), the Quantity when the product allows it, every configurable option, the addons that fit, and the product's custom fields. Press Add to Order.
3. Add a Domain - a stand-alone registration or transfer: domain, years (1 to 10), the EPP code for a transfer, and the add-ons DNS Management, ID Protection and Email Forwarding.
4. Order Summary - the lines and totals, with a box for a promotion code.
5. Place the Order - choose the Payment Method (it starts at the client's default), write Order Notes, and tick Generate the invoice and Send the order confirmation e-mail. Place Order creates the order and opens it. Empty cart clears the page.

The cart is kept in your session, so you can come back to finish it. An order placed this way follows the same setup rules as any other, and it is never fraud-checked. Untick Generate the invoice to keep the invoice as a Draft that nobody is asked to pay yet.

Upgrade and downgrade requests

When Allow Upgrades / Downgrades is on (Ordering settings), clients can change a service's product, billing cycle, configurable options or addons from the client area; the price difference is worked out pro-rata for the days left. Orders → Upgrade / Downgrade Requests lists these requests with the ID, date, Type (Product/Service, Configurable Options, Addon), client, service, the change (old value to new value), the Amount due, the New Recurring price, whether it is Paid and the Status (Pending or Completed). Filter by search, type and status.

An upgrade that costs money makes an invoice; when it is paid the upgrade is applied by itself and the service changes. A free change is applied at once. If something went wrong, Apply applies a pending request by hand (needs Manage Clients Products/Services), and Delete removes the request.

Cancellation requests

A client may cancel when Allow Cancellation Requests is on; the client asks from the client area, choosing a Cancellation Type - End of Billing Period or Immediate - and giving a reason. The script then cancels the unpaid renewal invoice for that service, e-mails the client a confirmation and tells your staff. Clients → Cancellation Requests (the dashboard tile Pending Cancellations links to it) lists them with date, client, service, type, reason, the service status and the request status. Per pending request:

• Terminate now - terminates the service (module Terminate runs) and marks the request Completed.
• Mark completed - only closes the request, for when you ended the service yourself.
• Delete - removes the request.

For an End of Billing Period request the list shows the date the service ends (its next due date). Terminate it then, or let the automation do it, see Automation.