Symptoms
The customer is assigned Per Account
billing type. One of the customer's subscriptions was not renewed, even though a renewal order should have been generated automatically according to assigned settings.There is a previous renewal order in the status WZ
(Waiting for Payment after provisioning).
Cause
Order Status WZ
has the setting Prohibit Order Placing Same Order Type (Per Subscription)
. This setting is present in the default non-customized order flow, which is a bug with id #PBA-52297 ("Problem with the subscription autorenewal if account has billing type Per account").
Resolution
To prevent an issue from reoccurring:
If you are using the default order flow - copy it:
Home > System > Settings > Order Processing > All Order Flows > Copy
- Change the setting "Prohibit Order Placing" for the status "WZ" of the renewal orders in this copied order flow.
- Assign this copied order flow to the provider/reseller affected by the issue.
If non-default order flow is used, then only step 2 is required.