Canceled Renewal Invoices after Upgrade

[judothrough]

We recently upgraded to 5.3.7. Prior to the upgrade, we had no issues with invoices after a renewal working properly. Since the upgrade, however, we've noticed on several occasions, customers have had their renewal invoices canceled after performing an upgrade. Because their invoice is canceled, WHMCS will believe the service is unpaid and will suspend the account after a period of time.

 

Before the upgrade, customers whose renewal invoices had already been created would throw an error message and they'd have to contact us to manually upgrade them and update their invoice. That same error seems to be missing which is, perhaps, the cause of the issues?

 

I've checked over the automation settings and confirmed that no changes were made to the upgrade options on our end. Besides disabling the customers' ability to upgrade themselves, is there anything else we can do?

[judothrough]

To followup - I've done a few tests orders. When I mark the upgrade as paid, it'll automatically cancel the renewal invoice which is fine, except no new invoice appears to be created.

[WHMCS John]

Hi,

It sounds like a member of staff is placing the upgrade order on this occasion, so the renewal invoice gets cancelled. They are then cancelling the renewal order and therefore invoice.

 

If you decide not to go through with the upgrade, it would be necessary to move the service's Next Due Date back by one day to generate a new renewal invoice for the original service.

 

Client's are blocked form placing an upgrade order once their renewal invoice has been generated.

[judothrough]

Hi,

It sounds like a member of staff is placing the upgrade order on this occasion, so the renewal invoice gets cancelled. They are then cancelling the renewal order and therefore invoice.

 

If you decide not to go through with the upgrade, it would be necessary to move the service's Next Due Date back by one day to generate a new renewal invoice for the original service.

 

Client's are blocked form placing an upgrade order once their renewal invoice has been generated.

 

To clarify, it's not a staff member that's doing it - the renewal invoice is canceled by WHMCS automatically once the upgrade order is processed. Prior to the upgrade, the cron would automatically generate a new renewal invoice for the server. That's not happening now and that's new behavior and once that's severely disrupting customers.

 

WHMCS won't let you generate a new, revised invoiced based on the upgrade after it's processed. We're having to reset the canceled invoice back to unpaid and manually update it.

 

I was able to find an example from our logs, so hopefully I can demonstrate this more clearly but I don't want to spend the time redacting private information here so I'll just take this to a ticket.