Processing Stalled Orders

You should be ready to analyze an order status to be sure that nothing blocks the order processing. Below, you will see the most common situations when orders require manual operations to be processed.

NP (No Payment Method Attached) means the order owner has no invoice or payment attached to the order.

To address the issue:

Ensure that one of the payment methods is set as a default for the order owner. To do it:
1. In Billing, go to Operations > Customers.
2. Select the required customer by clicking its account name.
3. Switch to the Payment Methods tab.
4. In the list of available payment methods, select the one that will be used for automatic payments and click Mark as Default.
Create and attach a payment to the order.

WP (Waiting for Payment) means there is a payment or invoice attached, but money is still not received.

To address the issue:

Check if the payment was not released and release it manually.
Check if the customer should pay the attached invoice manually. If so, ensure that the customer is informed about it.
Check if there is a payment in the Hold status attached to the order or invoice. The following reasons may take place:
- The default payment method is Check/Cash. You should manually release such payment when it is actually received from the customer. Also, you can advise the customer to register a credit card and configure it for automatic payments.
- The direct or redirect payment method was used (for example, Visa or PayPal) and the corresponding e-transaction has failed. For example, the customer may have an insufficient balance or the lost communication with the processing center is the failure cause.
- Check the payment log and e-transactions log.

To check the payment log and e-transactions log:

Open the profile of the payment.
On the Payment Log tab, find the last status description.
On the E-Transactions tab, find the last failed transaction and the failure description.

To learn more about resolving failed payments, refer to the Resolving Failed Subscriptions section.

WZ (Waiting for Payment after provisioning) means that the service is provisioned though the payment is not received yet. Insufficient amount of the released payments are attached to the order.

For example, your customer belongs to a customer class with billing type – Per Account. If your customer purchases some service plans on April 5, April 7 and April 14 with the subscription periods of at least 2 months, the first billing date for all these subscriptions will be May 1. The consolidated invoice issued to the customer on May 1 will show the subscriptions with their respective billing periods April 5 – April 30, April 7 – April 30, and April 14 – April 30. The consolidated invoice issued to the customer on June 1, however, will be listing all those subscriptions with the same billing period May 1 – May 31.

Choosing the Per Account billing type for a customer class means that you practically give your customer an unlimited credit line until a consolidated invoice is issued. In the example above, the services in the subscriptions created on April 5, April 7, and April 14 will be provisioned when ordered, while the payment will be invoiced via the consolidated invoice on May 1. That means that your customers can create any number of subscriptions within a month and consume the services for which they will pay later.

To address the issue:

Open the Documents tab of the order with status WZ and release the blocked payments and/or add the new ones.

LO (Long Running Operation) means the system performs a certain time-consuming operation or waits for some action of an external system. To address this issue, examine Event log and Task Manager that are discussed further in the guide.

To address the issue:

Check the last items on the Provisioning Items tab of the associated order for more details.
Check the last items on the Service Status History tab and Service Props tab of the associated subscription for more details.

PF (Provisioning Failed) means that order was paid but the failure occurred on the provisioning stage.

To address the issue:

Check the last items on the Provisioning Items tab of the associated order for more details.
Check the last items on the Service Status History tab and Service Props tab of the associated subscription for more details.
As soon as you fix the problem, resubmit this order for provisioning by clicking Resubmit for Provisioning on the General tab of the order.

HL (Hold) normally means the order owner (customer) was put on hold either automatically or manually.

To address this issue:

Advise the customer to pay the overdue invoices.
Release the customer from administrative hold or credit hold manually (if allowed).

SS (Suspected) means the fraud screening system recognized the order as potentially fraudulent. You may perform the following actions:

Examine the order and account details.
In the order profile, perform one of the following operations:
- To approve it for further processing, click Approve for Processing. Although fraud screening has detected the order as possible fraud, you can approve its further processing and provisioning. Customer's email address, ordered domain name and credit card number are removed from black lists if they were there.
- To check on fraud it again, click Resubmit Order for Fraud Screening. Fraud rules may have been changed since the order was screened. Resubmitting the order will subject it to the new fraud rules.
- To stop the processing, click Mark Order As Fraud. This is similar to canceling the order but in addition customer's email address, ordered domain name, and credit card number may be added to the respective black lists. Subsequent orders using the same parameters are automatically marked as probable fraud.
- To cancel it, click Cancel Order. The order gets the Cancelled status and its processing completes. Ordered services are not provided and the customer is not billed.

WA (Waiting for Approval) means the fraud screening system recognized the order as potentially fraudulent. You may perform the following actions:

Examine the order and account details.
In the order profile, perform one of the following operations:
- To approve it for further processing, click Approve Order.
- To stop the processing, click Mark As Fraud.
- To cancel it, click Cancel Order.

MO (Manual Operation Required) means the order processing requires approval as the ordered service is provisioned by non-integrated external system.

To address this issue:

In Billing control panel, open Operations > Provisioning.
Select the order by clicking on the respective link in the Item ID or in the Item Description column.
Fill in the Comment field and select one of the following options:
- To complete the provisioning, click Mark As Completed. The service is marked as Active, the order is Completed and an invoice is created for a customer.
- To cancel the provisioning, click Mark As Failed. The service is marked as Provisioning Failed. You can cancel the order or resubmit it for the provisioning.

In the latter case, the service is marked as provisioning failed. You can cancel the order or resubmit it for provisioning. In the former case, the service is marked as active, the order is completed and an invoice is created a customer.

TM (Manual Customer Account Verification is required) means the customer account is to be activated by the provider. Let's assume you have configured the requirement to verify the account from the particular tax zone (System > Settings > Taxation > Tax Zones andTax Categories > Tax Zones tab). Now if the customers from the specified tax zone order services, the order processing requires manual approval from the provider.

To address this issue:

Check the account taxation details. If customers have sent you all the necessary documents (for example, company registration documents), you can activate the account.
Find the required customer and open the customer account profile. On the General tab, click Activate.