Guides & TutorialsTroubleshootingBilling TroubleshootingTroubleshooting Domain Invoice Cancellation

Troubleshooting Domain Invoice Cancellation

You may encounter a situation where the system changes the status of domain renewal invoices to Cancelled. This is generally due to one of two common causes:

  • The domain expired.
  • The client placed a domain renewal order.

Domain Expired

When a domain passes the expiration date and Domain Grace and Redemption Fees is OFF, the system will cancel the invoice to prevent clients from paying for a domain that they cannot renew.

  • To allow clients to renew domains during the renewal grace or redemption periods while preserving the status of the renewal invoices as Unpaid, enable Domain Grace and Redemption Fees at Configuration > System Settings > General Settings in the Domains tab.
  • To observe and customize the grace periods for individual TLDs, go to Configuration > System Settings > Domain Pricing and click the gear icon:
WHMCS - Domains/TLDS — Mozilla Firefox

To never cancel a domain renewal invoice after the expiration date, set Grace Period Duration and Redemption Period Duration to a high value (for example, 9999).

Domain Renewal Order

When a client places a domain renewal order from the Client Area, the system will cancel any unpaid renewal invoices for the same domain. If the invoice contains multiple line items, the system will update the invoice to remove the domain renewal item. This prevents clients from paying twice for a domain renewal.

To disable this option:

  1. Go to the Domains tab at Configuration > System Settings > General Settings.
  2. Uncheck Enable Renewal Orders.
  3. Click Save Changes.

This will prevent clients from placing on-demand domain renewal orders. The client must pay the auto-renewal invoice, which will be the only invoice that the system generates for the domain renewal.