This guide is for System Admins who need to find a customer’s booking or financial record in Cademy: an order, invoice, payment, refund or credit note. It explains where to look, how to check whether someone has paid, and how to follow related records without changing a booking or payment.
An Order is the purchase record for a booking. An Invoice records what is billed. A Payment records a payment or refund transaction. A Credit Note records a correction to an invoice. A participant’s individual course place is a Registration, not a financial record.
These pages require a System Admin. Course Owners and Facilitators use their authorised course registration views instead. A missing financial page is not proof that the customer has no order.
Open the Orders, Invoices, Payments and Credit Notes Tabs
Open the Admin Dashboard and select Orders in the main menu.
Choose the tab for your task: Orders, Invoices, Payments or Credit Notes.
Check the selected view and filter chips before searching. They restrict which records can appear.
The dropdown above each list chooses a built-in or saved view. Use Filter to narrow results and View for sorting and columns. A saved view keeps the settings for reuse. Filter, Sort and Save Views explains these common controls.
Find a Customer’s Order by Name, Email or Reference
In the Admin Dashboard, select Orders and stay on the Orders tab.
Open the view dropdown above the list, for example Active Orders. Active Orders shows unpaid and paid orders that are not cancelled, including those awaiting approval. Choose All Orders when you need to look beyond it, for example for a cancelled or refunded booking.
In Search, enter the order contact’s name or email, an Order Code or ID, or an invoice reference. Results update after you type.
Select the intended row, avoiding its checkbox and any separate contact or course link. The order panel opens.
Check Order Contact, Billed To and Details. Expand Invoices & Payments to see the invoices and recorded financial information for that order.
Order search uses the order contact’s details, not every participant’s name. If someone else booked the participant, use the order reference or check that person’s Registration first. Do not assume a missing name means the order does not exist.
Find Customer Contact Details After Cancelling or Refunding a Booking
To contact a customer after cancelling and refunding their booking, choose All Orders, find the order and read the Order Contact card. It shows the contact’s name and email; select the name to open their full contact record. Cancelled orders stay in All Orders.
If You Cannot See an Order for a Course or Customer
Check that you are in the correct provider account and have System Admin access.
Choose a view whose name starts with All, such as All Orders, and remove unwanted filter chips. On Credit Notes, switch from With Remaining Credit to All Credit Notes when you also need notes with no credit left.
Clear Search and try one known reference. Each word in a multi-word search must match a supported field, so adding unrelated words can hide the record.
Wait for loading to finish and check for an error. Use page controls when browsing a long list; the visible page is not the complete account.
If you are looking for the bookings on one course, also check the course itself, as described in Filter and Sort Orders below. A participant added without an order appears only in the course’s Registrations, not in Orders.
If it is still missing, contact Cademy Support with the provider, reference, relevant date, chosen tab or view and any displayed error. Do not create a duplicate to work around a failed lookup.
Filter and Sort Orders, for Example by Course or Payment Status
Use filters when you need a group of Orders, such as those for one course or those awaiting payment. A filter chooses which records appear; sorting changes their order. This section applies to the Orders tab and requires System Admin access. For filtering, sorting, sharing and saving views in general, see Filter, Sort and Save Views.
For a broad starting point, choose All Orders and clear Search if it should not narrow the results. Select Filter, choose a field such as Payment Status, then set its condition and value, such as Awaiting Payment. The list updates as you choose. Close the panel to see the resulting filter chip above the list. Select Filter again to add another field. For conditions combined with And, Or and groups, use Advanced Filter.
To see the orders for one course, filter by Course. You can also open the course from Courses and select its Orders tab.
Choose the date field that matches your task: Purchase Date, Course Start Date or Course End Date. For a paid amount, use Total Paid. The field labelled Date is a course-date reference, not a calendar-date picker. Offers and add-ons are not available as fields in this Orders filter. In the field picker, Status Group, Payment Status and Purchase Date are listed first, under Suggested.
Other filters include the course collection, approval or payment status, payment method and available Order or Contact tags. Contact fields refer to the Order Contact, not every participant. Your configured fields, tags and statuses affect the choices shown.
Sort Orders by Date, Status or Amount
Select View, then use its Sort section. Orders can be sorted by Status Group, Status, Total Cost, Total Paid, Purchase Date or Updated Date.
For newest purchases first, sort by Purchase Date and choose Newest first. Active Orders, Awaiting Approval and All Orders already start in this order. Course Start Date and Course End Date can be filtered, but are not offered in the Sort section of View.
Save an Orders View for Reuse
A filter already changes the list; saving is optional. A view can keep filters, sorting and the visible columns, their order and widths. Search text is not saved. Built-in Active Orders, Awaiting Approval and All Orders cannot be overwritten. Follow Filter, Sort and Save Views to create a personal or shared view.
Saving changes to a shared view changes it for everyone who uses it. Save your version under a separate name if the earlier settings must remain available. To add a personal sidebar shortcut, use the view’s Add to Favourites action. See Favourite Records and Views in Your Sidebar.
To return to all Orders, select All Orders and clear Search. Selecting All Orders does not clear Search text. Filtering does not send a follow-up email; any customer message is a separate action.
Find a Payment or Refund, or Check Whether a Customer Has Paid
When a customer says they have paid but the order shows another status, compare three records: the order’s payment status, the invoice’s status and the payment itself. Start with the order: Invoices & Payments shows its invoices and recorded payments. Then check the payment record:
In the Admin Dashboard, select Orders, then Payments.
Use All Payments for a broad starting point, then use Search.
Enter an invoice number, payment-provider reference, Order Code or order reference. Customer names and emails are not payment-search fields.
Select the intended row. Check whether it is a Payment or Refund, its amount, status, date and provider.
Under Related, select the invoice or order reference if that link is present.
Payment statuses include Pending, Awaiting Approval, Succeeded, Failed, Cancelled, Refunded and Partially Refunded. A Succeeded payment completed; Failed and Cancelled attempts did not. Only Succeeded payments count towards the order’s Total Paid. Read the Type as well as Status: a Succeeded refund is not a new customer payment. Failed and cancelled card attempts appear here, not in the invoice panel.
If the customer paid by bank transfer, cash or another route outside Cademy, it appears only once it is recorded in Cademy. If you use Xero, Cademy also adds the payment when the synced invoice is marked as paid in full in Xero. Check your bank account, then follow Record a Cash, Cheque or Bank Transfer Payment. Do not record a payment simply to make the display agree.
The table’s columns are Date, Type, Provider, Amount, Status, Invoice and Order. Refund amounts are shown as negative. Provider labels include Manual, Stripe, PayPal, Xero and Gift Card. Not every payment has a linked invoice or order. Older records and other sources, such as gift cards or subscriptions, can show a different source or no invoice link. A blank link does not mean the record has been deleted.
Find an Invoice by Number or Customer
In the Admin Dashboard, select Orders, then Invoices.
Use All Invoices for a broad starting point, then use Search.
Enter the invoice number, billed customer’s name or email, Order Code or ID. Invoice-number search also includes the saved Xero invoice number.
Select the matching invoice row. Check Billed To, Lines Covered, dates, status, totals and Amount Due.
Select View Order if you need the associated purchase. A void invoice with a replacement also provides View Replacement Invoice.
The table shows Number, Customer, Order, Issued, Due, Status, Total and Amount Due, subject to your chosen columns. Invoice statuses shown are Draft, Awaiting Payment, Partially Paid, Overdue, Paid and Void.
For an invoice linked to Xero, the Xero number is shown when available. If it differs from Cademy’s own number, the invoice panel also shows Cademy Reference. A draft has no issued PDF preview; the panel shows its planned issue information instead.
Check amounts and transaction details as well as the status. The invoice panel does not show failed or cancelled payment attempts. Use the Payments tab when investigating those attempts. A saved invoice or status does not prove an email reached the customer.
Find a Credit Note and Check Remaining Credit
In the Admin Dashboard, select Orders, then Credit Notes.
Start with All Credit Notes. In Search, enter a credit-note or invoice number. The displayed customer name is not a credit-note search field.
For notes with credit remaining, open the view dropdown and choose With Remaining Credit. Return to All Credit Notes for a wider search.
Select the matching row. Check which invoice it corrects, its Reason, Lines, totals and recorded refunds.
Use the invoice reference or View Order to inspect the related record. Where credit has been applied, Applied to Invoices shows those entries.
The table includes Number, Customer, Corrects, Reason, Issued, Amount, Refunded and Remaining. Remaining credit and a completed cash refund are different things. Review the actual refund records before telling a customer money has been returned.
Open the Related Order, Invoice or Payment Without Changing It
Use the links actually shown on the record. An invoice provides View Order; a payment provides available related invoice and order links; a credit note links to its corrected invoice and order. These links are not present for every record or source type.
Close a side panel using its × control to return to the list. Opening a row is different from selecting an action such as Mark as Paid, Record Payment, Request Payment, Refund…, Apply to Invoice… or Void & Reissue. In the invoice panel, Request Payment and Void & Reissue also end with three dots. Those actions change financial records or communication; do not use them merely to investigate a discrepancy.
To act on a record, use the guide for that job: Send a Customer a Payment Link, Record a Cash, Cheque or Bank Transfer Payment, Refund a Customer in Full or in Part, Manage Credit Notes and Customer Credit or Change an Existing Order.
If a status and balance disagree, record the order and invoice references and what each screen shows. Ask Cademy Support to help investigate before changing the record.
Export Orders, Invoices and Payments
Orders, Invoices and Payments provide Export. Credit Notes does not provide that action. These exports use Search, applied filters and the page’s scope, including records on other table pages. Export can move into the menu marked with three dots when space is limited.
The available export options differ by page:
On the Orders tab, select Export to open the choices. Choose the record type: Orders, Participants, Invoices or Line Items. Participant rows repeat the related order, billing and invoice details.
A course or date filter on an Invoice export includes the complete matching invoice and its full totals. A Line Items export includes only matching invoice lines.
The separate Invoices page supports column selection. The Payments page uses its defined payment columns. These two standalone exports do not offer scheduling.
On the Payments tab, selecting Export immediately requests the file, without another confirmation. Check your filters before selecting it.
For the full export procedure, column choices and scheduling on supported exports, see Export Data and Schedule Exports.
For course dates with valid saved time-zone information, an export with Records set to Line Items uses that time zone in Course Date Start. The column is not converted to the time zone of the person downloading the file. If a course date has no usable saved time-zone information, this column uses UK time instead. Compare the column with the course date before using the file, and contact Cademy Support if they differ.
Frequently asked questions
Why can I find a participant in Registrations but not Orders?
They may not be the order contact, or their registration may have been created without an order. Check the Registration’s Source and use the order reference when one is available. See Understand Orders, Registrations and Contacts.
Does a Payment row mean the customer has paid successfully?
No. Payment rows can be Pending, Failed, Cancelled or another status. Check Type, Status, amount and the related invoice before drawing a conclusion.
Does a Credit Note prove a refund was sent?
No. A credit note and a refund are separate records. Inspect the recorded refunds and their statuses.
Why does a payment have no Invoice link?
Not every transaction has an invoice reference. Check its available source and order details and ask Support if you cannot reconcile it. Do not assume the invoice was deleted.
Does an export include only the current table page?
No. Orders, Invoices and Payments exports use Search, the applied filters and the page’s scope across all matching records. Check the downloaded file before using or sharing it.