Client-level overrides let HostBill apply a specific billing or service agreement to one customer. Review these settings whenever a customer's invoices, reminders or provisioning differ from the product defaults.
01 Inspect and apply an exception
- Open Clients > Manage Clients, choose the customer and open Settings & Automation.
- Record the current overrides before editing. Identify the approved exception and whether it applies to payment collection, invoices, service automation, domains, notifications, ordering or support.
- Change only the relevant settings. For example, an agreed payment schedule may need invoice timing or collection changes without changing when domain registrations are submitted to a registrar.
- Check related controls. A manual-payment preference does not by itself change automatic credit application, and a later invoice date does not automatically establish a suspension exception.
- Review the customer's affected service and domain records, upcoming automation and existing invoices. Test the resulting workflow with a controlled account before applying a broad exception to an important customer.
- Record who approved the override, why it exists and when it should be reviewed. Communicate the effective arrangement to the staff who handle billing and support.
02 Diagnose unexpected differences
Compare the same product for a normal client and the affected customer. Start with the relevant override area, then inspect account-specific custom tasks. Avoid changing the global product to solve one customer's exception, because that can alter every other customer's service lifecycle.
When an agreement ends, remove the intended overrides and inspect the next scheduled actions. Returning to defaults can make an already overdue account eligible for an action immediately.
Common questions
Why did a paid order wait for review for only one customer?
The customer's creation rule or order scenario may override the normal product workflow. Review those settings before treating the queue as faulty.
Can I copy another customer's overrides wholesale?
Review each setting against the new agreement first. Tax exemptions, collection preferences, discounts and domain automation can have different commercial consequences even for otherwise similar customers.