Cancels Analysis Documentation¶

Menu Location: AI > Cancels Analysis

Access Level: Administrator and above

Last Updated: 2026-03-02

Overview¶

The Cancels Analysis page (cancels.php?analysis=1) extends the standard cancellations page with AI-powered analysis capabilities. It can generate AI summaries of cancellation trends and auto-classify free-text cancellation reasons into predefined categories. This helps businesses understand why customers leave and identify actionable patterns.

Primary Functions:

AI-powered summary of cancellation trends for any filtered date range
Auto-classify free-text cancellation reasons into predefined categories
Filter cancellations by date range, reason category, and search text
Export cancellation data
Track AI classification progress

Page Layout¶

When accessed with ?analysis=1, an info banner displays:

"AI Cancels Analysis: Filter for the date range and filters you want, then you can click on 'Generate AI Summary' to see an analysis of the results."

Filter Controls¶

Filter	Description
Date Range	Start and end dates (defaults to last 31 days)
Cancellation Reason	Filter by predefined reason category
Search String	Search within free-text reason descriptions
Subscription Feature	Filter by subscription type
Has Delayed	Filter for delayed cancellations

Action Buttons¶

Generate AI Summary: Sends filtered cancellation data to AI for trend analysis
Classify Reasons: Runs AI classification on unclassified free-text reasons
Export: Download filtered cancellation data

Results Table¶

Displays matching cancellations with customer info, dates, reasons, and classification status.

AI Features¶

AI Summary Generation¶

Triggered via the "Generate AI Summary" button (ajax_ai_summary parameter):

Takes the currently filtered cancellation data
Sends it to the AI for analysis
Returns a narrative summary of trends, patterns, and insights
Useful for identifying common themes across many cancellations

AI Reason Classification¶

Triggered via the "Classify Reasons" button (classify_reasons parameter):

Requires ai_classify_cancels config to be enabled
Processes unclassified free-text cancellation reasons
Assigns them to predefined reason categories automatically
Tracks classification via the ai_temperature field (0 = unprocessed)
Reports processing count and remaining records

How to Use¶

Generating an AI Summary¶

Navigate to AI > Cancels Analysis
Set the date range for the period you want to analyze
Optionally apply reason category or text filters
Click "Generate AI Summary"
Review the AI-generated analysis of cancellation patterns

Running AI Classification¶

Navigate to AI > Cancels Analysis
Click "Classify Reasons"
The system processes unclassified cancellation reasons
A success message shows how many were processed and how many remain
Repeat if there are remaining unprocessed records

Filtering Cancellations¶

Use the date range pickers to set your analysis window
Select a specific cancellation reason from the dropdown to focus on one category
Use the search field to find cancellations containing specific text
Apply subscription feature filters for segment-specific analysis
Click Submit to refresh results

Common Use Cases¶

Monthly Cancellation Review¶

Set the date range to the past month and generate an AI summary. Review trends and compare with previous months to identify changes.

Reason Category Cleanup¶

Run AI classification to automatically categorize free-text reasons that customers entered. This standardizes data for better reporting.

Churn Pattern Analysis¶

Filter by specific reason categories and date ranges to identify seasonal or event-driven cancellation patterns.

Retention Strategy Development¶

Use AI summaries to identify the top cancellation drivers, then develop targeted retention strategies for each.

Tips & Best Practices¶

Run AI classification periodically to keep free-text reasons categorized
Use narrower date ranges for more focused AI summaries
Compare summaries across different time periods to spot trends
The ai_classify_cancels config must be enabled for classification to work
Export data after filtering for offline analysis in spreadsheets
Use reason category filters alongside AI summaries for deep dives

Database Tables¶

Table	Purpose
cust_cancels	Cancellation records with reasons and dates
cust_cancels_reasons	Predefined cancellation reason categories

Key Fields in cust_cancels¶

reason: Free-text cancellation reason from customer
cust_cancels_reasons_id: Linked predefined reason category
ai_temperature: AI classification status (0 = unprocessed)

Troubleshooting¶

"Feature not enabled" Error¶

The ai_classify_cancels configuration must be enabled for your site. Contact your admin to enable this feature.

AI Summary Takes Too Long¶

Narrow the date range to reduce the data volume
Apply filters to focus on a subset of cancellations
Large datasets require more AI processing time

Classification Not Updating¶

Check that there are unclassified records (ai_temperature = 0)
Run the classification again - it processes in batches
Verify the AI API is responding correctly

FAQ¶

What's the difference between this and the regular Cancellations page?¶

The regular Cancellations page shows the same data but without the AI analysis banner, AI summary generation, or AI classification features. Access with ?analysis=1 to enable AI features.

How does AI classification work?¶

The AI reads the free-text reason a customer provided and matches it to the closest predefined cancellation reason category. It tracks progress via the ai_temperature field.

Can the AI misclassify a reason?¶

Yes, AI classification is probabilistic. Review classified reasons periodically to ensure accuracy, especially for ambiguous entries.

How many reasons are processed per classification run?¶

The system processes a batch per run. Check the success message for the count and remaining records.

Cancellations (cancels.php) - Standard cancellation tracking
AI Overview - Central AI dashboard
Daily Customer Report - Includes cancellation counts
Customer Longevity - Retention and cohort analysis