v9 - item not removed from invoice when cancellation request

[jmginer]

Hello, since v9 upgrade, when a customer request a cancellation of a service, the item is not removed from the invoice.

How to fix?

[Waqas Ahmed Waseer]

@jmginer this is expected behaviour in v9, not a broken cancel flow.

From v9, published invoices are immutable. When a client requests cancellation, WHMCS no longer deletes the renewal line from an already-issued invoice. What it does instead:

1. If the unpaid invoice only contained that cancelled service, the system cancels the whole invoice (and creates a credit note for it).

2. If the invoice also has other items, the system leaves the invoice in place and creates a credit note for just the cancelled service line. The original line stays on the invoice for the audit trail; the credit note offsets the balance.

 

So the line "not being removed" is the new model. The balance due should drop by the credited amount once the credit note exists. Check the invoice view for a linked credit note, and Clients > Cancellation Requests / the service's Pending Cancel status to confirm the request registered.

 

Also worth confirming:

1. Immediate vs End of Current Billing Cycle on the request (EOBP won't terminate until the cycle ends; the invoice handling above still applies to unpaid renewals).

2. Automation Settings > Cancellation Requests if you expect automatic terminate on the due date.

3. Exact version (9.0.x vs 9.1.x), in case you're looking at a Draft invoice (Draft lines can still be deleted) versus a published Unpaid one.

 

If there is no credit note and the full amount is still due after a cancel request on a published unpaid invoice, say which version you're on and whether that invoice had other items on it.