Most orders arrive through the client portal, but staff often need to place one directly — for a migration, a negotiated price, or a customer who phoned in.

Placing the order

1. Make sure the customer record exists. If not, create it under Customers → Add Customer first.
2. Go to Orders → New Order.
3. Select the customer, then the package and billing cycle.
4. Adjust the price if you have agreed something different from the list price.
5. Enter the domain the service is for.
6. Save. An invoice is generated against the order.

Order statuses

• Pending — awaiting activation, usually because the invoice is unpaid or provisioning is manual.
• Active — the service is live and on a renewal schedule.
• Suspended — suspended, normally by the automated overdue pass.
• Cancelled or Terminated — ended; terminated services have had the hosting account removed.

Activating without waiting for payment

For a migration or a trial you may want the service live before the invoice is settled. Mark the order Active from the order screen. Be aware the automated ladder still applies to the unpaid invoice — the service will be suspended in due course unless the invoice is settled or cancelled. See How the Dunning Ladder Works.

Cancellation requests

Customers can request cancellation from their portal. Requests appear in the admin portal for you to approve, and you can choose to end the service immediately or at the end of the paid term. Approving the request stops future renewal invoices being generated.