This guide is for System Admins who need to find a customer’s order or financial record in Cademy. It explains where to look and how to follow related records without changing a booking or payment.
An Order is the purchase record. 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 financial-record 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 saved filter or view and any filters before searching. They restrict which records can appear.
Cademy has two toolbars for lists, and your whole account has one or the other on these four tabs. This guide calls them the View toolbar, which has a button named View beside Filter, and the Saved Filter toolbar, which has no View button. What you keep for reuse is called a view on the View toolbar and a saved filter on the Saved Filter toolbar. Where a step differs between the two, this guide says so.
The tabs are in the order shown below.
Find an order
In the Admin Dashboard, select Orders and stay on the Orders tab.
Select the button that shows the name of the selected saved filter or view, for example Active Orders. Choose All Orders when you need to look beyond it. Active Orders includes active and pending orders, not just paid orders.
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.
Filter and sort orders
Use filters when you need a group of Orders, such as 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.
The steps for filtering, sorting and saving depend on which toolbar the list shows. Filter, Sort and Use Saved Filters gives the steps for both. This section covers what is particular to Orders.
Both toolbars have a Filter button. For a broad starting point, choose All Orders first, and clear Search if it should not further narrow the results. Then choose a field and a value, for example the field Payment Status with the value Awaiting Payment. On the Saved Filter toolbar, the list changes when you select Apply. On the View toolbar, it changes as soon as the filter has its value, and there is no Apply button.
You can add more than one filter, and combine rules with And, Or and groups. The controls for this differ between the two toolbars: see Filter, Sort and Use Saved Filters.
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. On the View toolbar, Status Group, Payment Status and Purchase Date are listed first, under Suggested.
Other filters include the course, 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 the matching orders
You can sort Orders by Status Group, Status, Total Cost, Total Paid, Purchase Date or Updated Date. On the Saved Filter toolbar, sorting is under Sort. On the View toolbar, it is under View. See Filter, Sort and Use Saved Filters for the steps.
For newest purchases first, sort by Purchase Date and choose Descending on the Saved Filter toolbar, or Newest first on the View toolbar. 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 among the fields offered under Sort or View. Some table headings also sort records. On the Saved Filter toolbar, a sort made from a table heading is not stored in a saved filter, so use Sort when you want to save your sorting choice.
Save a filter or a view for reuse
A filter already changes the list; saving is optional. Who can save, who sees the result and what it stores differ between the two toolbars, so follow Filter, Sort and Use Saved Filters. On either toolbar, Active Orders, Awaiting Approval and All Orders cannot be overwritten, and the text in Search is not saved.
On either toolbar, saving changes to a shared saved filter or view changes it for everyone on your account. Save your version under a new name instead if the earlier one must remain available.
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 an invoice
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 payment or refund
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.
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.
Payment statuses include Pending, Awaiting Approval, Succeeded, Failed, Cancelled, Refunded and Partially Refunded. Read the Type as well as Status: a Succeeded refund is not a new customer payment.
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. Do not assume that a blank link means the record has been deleted.
Find a credit note
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.
When you only want notes with credit remaining: on the Saved Filter toolbar, select Has Remaining Credit, and select it again to remove that restriction before a wider search. On the View toolbar, choose the view With Remaining Credit, and 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.
Follow related records safely
Use the links actually shown on the record. An invoice provides View Order; a payment provides available related invoice/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 request or record a payment, see Request a Payment or Record Money Received Elsewhere. For refunds, see Cancellations & Refunds. For credit notes and applying credit, see Credit Notes and Customer Credit. To change an order, see Change an Existing Order.
If a status and balance disagree, record the order/invoice references and what each screen shows. Ask Cademy Support to help investigate before changing the record. Do not record a payment simply to make the display agree.
Export orders and billing data
Orders, Invoices and Payments provide Export. Credit Notes does not currently provide that button. On the Saved Filter toolbar, the text in Search is not applied to these exports, so use Filter to define the records you want before exporting. On the View toolbar, the export uses the text in Search as well as the filters. On that toolbar, Export can also sit in the menu marked with three dots, as an item that starts with Export.
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 or Schedule an Export. On the Saved Filter toolbar, do not compare an export total with a Search-only list and assume they contain the same records.
If you cannot find the record
Check that you are in the correct provider account and have System Admin access.
Choose the saved filter or view whose name starts with All, such as All Orders, and remove unwanted filters. On Credit Notes, if you need notes with no credit left, also turn off Has Remaining Credit on the Saved Filter toolbar, or switch from the With Remaining Credit view to All Credit Notes on the View toolbar.
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 it is still missing, contact Cademy Support with the provider, reference, relevant date, chosen tab/view and displayed error. Do not create a duplicate to work around a failed lookup.
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.
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/order details and ask Support if you cannot reconcile it. Do not assume the invoice was deleted.
Why does an export contain more records than Search shows?
On the Saved Filter toolbar, the export uses filters and page scope, not the text in Search. Recreate the requirement with Filter before exporting. On the View toolbar, the export uses the text in Search as well as the filters.