Every purchase in WHMCS creates an order with an invoice and one or more services or domains. Depending on your settings, orders are provisioned automatically after payment or wait for you to accept them. Knowing how to process them keeps customers from waiting.
Before you start
- Products configured with their provisioning setting; see create products.
- Staff permission to view and manage orders.
Order statuses
| Status | Meaning |
|---|---|
| Pending | New order, not yet accepted (paid or unpaid) |
| Active | Accepted; services provisioned or ready |
| Fraud | Flagged by fraud checks or by staff |
| Cancelled | Will not go ahead; invoice cancelled |
Review pending orders
- Go to Orders → Pending Orders.
- Open an order to see the client, items, invoice status, payment method, IP address and fraud check results.
- Check that the invoice is Paid (or decide to accept unpaid orders for trusted clients).
- Look at the fraud score and details; see fraud protection.
Accept an order
- On the order page, tick the options: Run Module Create (provision the account), Send Welcome Email, and for domains Send to Registrar.
- Choose the server and username/password if you want to override automatic values.
- Click Accept Order.
WHMCS creates the cPanel account (or VPS, domain), emails the client and marks the order active. Check Utilities → Logs → Module Log if provisioning reports an error.
Cancel or mark as fraud
- Cancel Order cancels the invoice and services. If paid, also refund through the invoice's Refund tab; see invoices and refunds.
- Set as Fraud blocks the order and can close the client account.
- Delete Order removes it entirely – avoid for paid orders, to keep accounting records.
Automate acceptance
For low-risk products such as shared hosting, set the product to Automatically setup the product as soon as the first payment is received. Paid orders are then accepted and provisioned without staff action. Under General Settings → Ordering, Auto Accept Orders on Payment controls this behaviour globally (where available). Keep manual acceptance for VPS and dedicated servers.
Notifications
Enable new order notifications for sales staff under each admin's notification settings, so pending orders are seen quickly. A short reply to the customer ("we are reviewing your order") helps when manual checks take longer.
Troubleshooting
- Paid order still pending: the product requires manual acceptance, or provisioning failed.
- Order accepted but no account: Run Module Create was unticked; run Create from the service page.
- Duplicate orders: customers retried checkout; cancel the unpaid duplicate.