This guide is for course providers handling a customer’s 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 decline an existing order, see Managing bookings, requests & applications. To create an order yourself, see Create an Order and Request Payment. Not every on-request course uses this review process: some let customers book available times immediately.
Before you start
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 intended 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. Do not assume that a pending request reserves 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 the request or application
Open the Admin dashboard and select Courses.
Open the relevant 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 appropriate 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.
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 intended 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 prompted. You can also find the request in Cademy without waiting for that email.
Older example of an application notification. Its View & Handle Application button opens the related conversation. This is an older notification layout; use the button and request details described above.
Older 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 already accepted request may no longer appear in the course’s pending-request list. In its conversation, look for the accepted message and View Order. If the conversation is only a general enquiry, it will not have the request decision controls.
Older Inbox example showing the application answers and Review & Accept and Decline controls. The pictured Bookings sidebar is older; financial records are under Orders in the current dashboard. Follow the current route above.
Discuss the details 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.
Review the details before accepting
Open the intended request or application conversation and select Review & Accept. The dialog 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 initially be only one hour after the start, even when a longer session is needed. Check it again after changing the chosen date.
For an application tied to an existing course date, the date-edit fields are not shown. This acceptance step 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 may 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 dialog and resolve it before accepting.
Check Total Cost and the currency. If you need to enter an agreed amount, do this after changing offers and add-ons: changing their quantities clears a previously entered cost. Check the pricing breakdown and your tax and fee settings; do not assume the number entered here is 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 dialog without selecting Accept.
Older example of a request with proposed dates. Check the agreed start and end times as well as the selected offers before accepting.
Older application example showing Add-ons and Total Cost. The pictured Summary uses older wording. Check the current pricing breakdown. The email wording in this example assumes emailing is enabled; use the payment and email conditions below.
When accepting a request that is not tied to 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 successfully. 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.
Accept and check the resulting order
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 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 expected 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 active 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 and Manage 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.
If acceptance appears 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 just to work around an unclear result.
After acceptance, handle changes through the resulting order or registration. The request’s original Accept and Decline controls are no longer the way to change or cancel it. To move a participant or replace the person attending, see Move a Participant or Replace the Person Attending. To cancel the order or refund a payment, see Cancellations & Refunds. To find the order again later, see Find Orders, Invoices, Payments and Credit Notes.
Payment and confirmation after acceptance
When payment is due: the accepted order awaits payment. When emailing is enabled, Cademy automatically sends a payment-request email to the customer; you do not need to send it manually as part of acceptance. Check the order’s actual payment status before treating it as paid.
Payment links: the payment email can include Pay Now when invoice payment links and a supported online payment method are enabled. It also provides 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 enabled, Cademy automatically sends the confirmation instead. The generic acceptance success message may 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 inspect recorded outgoing emails using View Email History for Contacts, Team Members, Orders and Registrations. If the expected email is absent or blocked, investigate that result before sending another payment request. Do not mark an order paid simply because the request was accepted.
Decline a request or application
Open the intended 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 dialog warns that this cannot be undone.
After the conversation refreshes, check that the request is shown as declined. When emailing is enabled, Cademy automatically sends the decline email. Check delivery separately if the customer has not received it.
Older example of an application-declined email. Cademy sends the notification when emailing is enabled; 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 appropriate order process instead.
If you cannot complete the request
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, an already processed request 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 may have changed since it was submitted. Do not substitute another offer or date without agreeing it.
Unclear result or missing order: reopen the conversation and look for View Order before retrying. A System Admin can also check Orders. If the result remains unclear, contact Cademy Support with the course and conversation links, time and displayed error.
Missing payment or email: check the resulting order and recorded email status. Acceptance, payment, registration status and email delivery are separate results.
Frequently asked questions
Does accepting 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 dialog?
An application tied to an existing date uses that date, and the date-edit fields are hidden. Agree the required 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. Close conversation only changes how the conversation is organised. Use Decline for a request decision.
Can a Facilitator accept or decline?
No. A System Admin or appropriately authorised Course Owner must handle the decision.
Can I reverse a decline?
The decline dialog warns that the action cannot be undone. Discuss a new request with the customer if needed; do not assume reopening the conversation reverses it.
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.