This guide is for course providers handling a customer's booking request, course request or application in the Admin dashboard. Use it when the conversation offers Review & Accept and Decline.
A request asks you to arrange a course date, a group booking or an on-request course. An application asks to join a course that requires you to review the applicant first. The pending request or application is separate from an order, which records the agreed purchase and payment status.
Accepting a request creates an order. It does not collect payment. A positive-cost order still needs payment; a zero-cost order does not. Check the agreed details before selecting the final Accept button.
This is different from approving an existing order that is awaiting approval, creating an order yourself, or answering a general enquiry. To approve or reject an existing order, with the payment consequences, see Approve or Reject an Order. To create an order yourself, see Create an Order to Book a Customer Onto a Course. To choose whether a course takes bookings, requests or applications, see Choose Instant Booking, Approval or Applications. Not every on-request course uses this review process: some let customers book available times straight away.
What to Check Before Accepting a Request
Use a System Admin account, or a Course Owner with access to the course and conversation. A Facilitator cannot accept or decline requests.
Make sure you are in the correct provider account and have found the right customer, course and request. One customer can have several conversations.
Check the proposed date, staff and location availability, number of places, offers and any application answers before deciding. A pending request does not reserve a place.
If details need clarification, agree them with the customer before accepting. Opening Review & Accept is a review step; the final Accept button applies the decision.
If a Course Owner cannot find the conversation, ask a System Admin to check its owner assignment. Direct assignment to the conversation may be needed in addition to course access.
Find a Booking Request or Application (Requests Tab or Inbox)
Open the Admin dashboard and select Courses.
Open the course and select its Requests tab. Select the customer's request to open its conversation. If the page is limited to one course date, check that you are looking at the right date.
Check the related course and request details at the top of the conversation. For an application, read the submitted answers shown with it. Read the customer's message and any earlier discussion.
Example of a course's Requests tab, with five requests marked New.
Inbox example showing the application answers and the Review & Accept and Decline controls.
If you cannot find it in the course's Requests tab, open Inbox and search for the customer's name or email address. Choose All in the status filter if the conversation may be closed, and clear owner or star filters that could hide it. Open the conversation and check its related course and request.
If you receive a request notification email, its View & Handle Request button opens the related conversation. Sign in to the correct provider account if asked. You can also find the request in Cademy without waiting for that email.
The provider's request notification email shows Calculated costs in the course currency. If the application is for an existing date with its own currency, that email's currency symbol can differ from the date and the resulting order. Use Choose the Currency for Your Course Prices to check the date's currency before agreeing the price, then check the saved order after acceptance. The acceptance window can also show the course currency instead of the date currency. Do not use the email or that symbol alone to confirm the final currency; check the date before accepting, as described below.
Example of an application notification. Its View & Handle Application button opens the related conversation.
Example of a request notification, with the customer's proposed dates and View & Handle Request button. Check the actual request details; this example is not evidence that a notification was delivered.
An accepted request may no longer appear in the course's list of pending requests. In its conversation, look for the accepted message and View Order. A general enquiry has no request decision controls.
Agree the Date, Places and Price With the Customer
Open the request's conversation in Inbox and read the existing messages.
Enter the details you need to agree in the message box. For example, confirm which proposed date works, the start and finish times, the location, the number of places and the price.
Review the message, then select Send when you intend to send it to the customer. This is customer-facing, not an internal team note.
After the customer replies, check the agreed details again before using Review & Accept.
Sending a message, starring a conversation or closing it does not accept or decline the request. Replies can also come through the conversation's Cademy email reply address. A saved message and an email notification are separate; do not assume every message is emailed after a fixed delay. To find, reply to, assign or close conversations, see Reply to Customer Messages and Enquiries in Inbox.
Confirm the Date the Customer Requested and the Price Before Accepting
Open the request or application conversation and select Review & Accept. The window is called Confirm & Accept Request or Confirm & Accept Application.
For a request with several proposed dates, select the agreed choice under Customer's Choice of Dates:. When Confirm Start Date and Confirm End Date are shown, check both the date and time. The end time can start as only one hour after the start, even when a longer session is needed. Check it again after changing the chosen date.
For an application for an existing course date, the date fields are not shown. Acceptance uses that existing date; it is not a way to move the applicant to another date.
Under Select Offers and Add-ons, check the selected quantities where these sections appear. An offer can include more than one place. If Spaces is shown instead, check the number requested.
Check the displayed duration and location. The fields available depend on the request. If the agreed location or another required detail is wrong and cannot be changed here, close the window and resolve it before accepting.
Check Total Cost against the agreed amount and check the date's currency separately. The acceptance window shows the course currency beside offers, add-ons and Total Cost, even when the date uses another currency. Accepting an application for an existing date creates an order in that date's currency; a date without its own currency uses the course currency. If the amount or currency is unclear, stop before Accept and contact Cademy Support. If you need to enter an agreed amount, do this after changing offers and add-ons: changing their quantities clears an amount you entered. Check the pricing breakdown and your tax and fee settings; the number entered here is not necessarily the final amount the customer will owe.
Read the Summary. Check the customer, course, dates, places and price one last time. If anything is unclear, close the window without selecting Accept.
Example of a request with proposed dates. Check the agreed start and end times as well as the selected offers before accepting.
Application example showing Select Offers, Total Cost and Summary. The email wording in this example assumes emailing is turned on; use the payment and email conditions below.
When you accept a request that is not for an existing course date, Cademy creates a new private course date for the agreed session. Check the start date and time on the resulting order using the steps below. For an online session, acceptance alone does not prove that a video meeting or joining link was created. If the customer's joining details are missing, open View Order (a System Admin can open the order), copy the order link and contact Cademy Support before the session.
Accepted a Booking Request for Several Delegates? What Happens Next
When you accept a booking request or application, for example for five delegates, Cademy creates one order for the places you accepted. The order awaits payment if it has a cost, or is confirmed if it is free. The customer is emailed a payment request or a confirmation, as described in the next section. When payment is due, the participants' registrations start as Pending.
In Confirm & Accept Request or Confirm & Accept Application, select Accept only once the details are agreed.
Wait for the conversation to refresh. Check that it says the request has been accepted and a new order has been created.
Select View Order. As a System Admin, check the customer, course date, places, final total, currency and payment status on that order. A Course Owner sees a message that only System Admins can view and manage orders. In that case, ask a System Admin to check the order, and check the participants on the course's Registrants tab. If the participants are not listed there, ask the System Admin to check them as well.
On the order, check the expected participants and select a participant's name to open their registration. Check its course date and status; repeat for the other participants. When payment is due, the order from an accepted request starts with registrations whose status is Pending, so their presence does not prove payment or course access. A registration created by an order takes its status from that order, and whether the learner can open lessons depends on the order's approval and payment. See Find Who Is Booked on a Course (Registrations) for the Active Registrations list, which includes Pending places.
For a positive-cost order, check the payment follow-up described below. For a zero-cost order, check the confirmation and order details.
Example of a conversation after acceptance, with the accepted message and View Order.
If acceptance seems to fail or the result is unclear, reopen the conversation and check for View Order before trying again. A failed refresh does not prove that no order was created. Do not create a second manual order to work around an unclear result.
After acceptance, handle changes through the resulting order or registration. The request's Accept and Decline controls no longer change or cancel it. To move a participant or replace the person attending, see Move or Transfer a Participant to Another Date or Course. To cancel the order, see Cancel a Booking or Part of an Order. To refund a payment, see Refund a Customer in Full or in Part. To find the order again later, see Find a Customer’s Order, Invoice or Payment.
What the Customer Is Sent After You Accept (Payment Request or Confirmation)
When payment is due: the accepted order awaits payment. When emailing is turned on, Cademy automatically sends a payment request email to the customer; you do not need to send it yourself as part of acceptance. Check the order's actual payment status before treating it as paid.
Payment links: the payment email includes Pay Now when payment links are turned on and a supported online payment method is set up. It also gives invoice access through Get Invoice. Do not promise an online payment button when those settings do not allow one.
When the order is free: no payment is due. When emailing is turned on, Cademy automatically sends the confirmation instead. The general acceptance success message can still mention a payment link; check the actual order.
Email follow-up: email restrictions and delivery failures can affect notifications. The success message in Cademy does not prove that the customer received an email.
A System Admin can check recorded outgoing emails using Find Sent Emails and Check Delivery Status. If the expected email is missing or blocked, look into that before sending another payment request. Do not mark an order paid just because the request was accepted.
Can I Approve an Application Without Sending a Card Payment Request? (Manual Payment)
The acceptance window has no option to skip the payment request or to mark the order as paid. Ticking only Manual Payment Handling under the course’s Payment Methods does not change this either. If the order has a cost, the customer is sent the payment request email with Get Invoice, and with Pay Now when payment links are turned on.
Customer pays by invoice or bank transfer: accept as usual. When their payment arrives, record it on the order as described in Record a Cash, Cheque or Bank Transfer Payment. For bank transfer as a checkout payment method, see Take Bookings Paid by Bank Transfer (Manual Payment).
No online payment button: the Pay Now button is controlled by Include Payment Links on Invoices, Emails and Order Pages in your invoice settings. You can change it on the Pro plan or higher. It applies to your whole account, not one course, and turning it off also hides payment links on all your invoices and order pages; see Set Up Invoices for Your Courses.
Nothing to pay: if no money is due for this place, enter 0 in Total Cost. The order is then free and the customer is sent a confirmation instead of a payment request.
Decline a Booking Request or Application
Open the request's conversation in Inbox. Check the customer and related course before making the decision.
If you need to explain the decision or discuss an alternative, send that message through the conversation. The decline confirmation does not have a separate reason box.
Select Decline. Read the Decline Request or Decline Application confirmation.
Select its final Decline button only when you intend to decline. The window warns that this cannot be undone.
After the conversation refreshes, check that the request is shown as declined. When emailing is turned on, Cademy automatically sends the decline email. Check delivery separately if the customer has not received it.
Example of the Decline Request confirmation, with its warning and final Decline button.
Example of an application-declined email. Cademy sends the notification when emailing is turned on; check delivery separately. Declining this request does not cancel or refund another order.
Declining a pending request does not create an order or take payment. It does not cancel or refund a separate existing order. If the request was already accepted, open its resulting order (a System Admin can open it) and use the order process instead.
Booking Request Problems: No Accept Button, Missing Order or Email
No request found: confirm the provider, course and customer. Check Inbox with All selected and filters cleared. Ask a System Admin to check access and conversation ownership.
No Accept or Decline controls: check whether this is a general enquiry, a request that has already been handled or an account without the required role. A request for an on-demand course cannot be accepted through this process.
Missing offer or wrong details: compare the original request with the current choices. Course prices or offers can have changed since it was sent. Do not substitute another offer or date without agreeing it.
Unclear result or missing order: reopen the conversation and look for View Order before trying again. A System Admin can also check Orders. If the result is still unclear, contact Cademy Support with the course and conversation links, the time and the error shown.
Missing payment or email: check the resulting order and the recorded email status. Acceptance, payment, registration status and email delivery are separate results.
Frequently Asked Questions
Does accepting a request take payment from the customer?
No. A positive-cost accepted order awaits payment. Check its payment status separately.
Can I accept an application onto another date in this window?
No. An application for an existing date uses that date, and the date fields are hidden. Agree the change and resolve it before accepting; do not accept the wrong date as a shortcut.
Can I adjust the price?
Yes, use Total Cost where shown. Set the offer and add-on quantities first, then enter the agreed amount and check the pricing breakdown. Confirm the final total on the resulting order.
Will closing the conversation decline the request?
No. Closing a conversation only changes how it is organised in Inbox. Use Decline for a request decision.
Can a Facilitator accept or decline?
No. A System Admin or a Course Owner with access to the course must handle the decision.
Can I undo a declined request or application?
No. The decline window warns that the action cannot be undone. If the customer still wants a place, discuss a new request with them; reopening the conversation does not reverse the decline.
Do I create a manual order after accepting?
No. Acceptance creates the order. Use View Order to check that record (a System Admin can open it) before taking further action.