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Customer Cancelled Status

Menu Location: Not a standing menu item. You land here automatically after changing a customer's Status to "Stopped" and saving from the Customer Info page. Once you've visited it for a customer, a shortcut to it appears under Customers > Last Cust Viewed > Cancelled (this only shows for whichever customer you most recently viewed). You can also open it directly at kiv/customer-cancelled.php?edit=<customer id>.

Last Updated: 2026-07-26

Overview

This page appears right after you set a customer's account to "Stopped." It lets you record why the customer cancelled, shows you the customer's current-week orders so you can see which ones will be handled automatically versus which need manual attention, and saves the cancellation reason to the customer's record.

Primary Functions:

  • Confirm the account was set to "Stopped"
  • Automatically cancel any of the customer's orders that are still in "Open" status
  • Flag orders that are too far along to auto-cancel so staff can cancel them manually
  • Record a free-text reason for the cancellation

Page Layout

How You Get Here

  • On the Customer Info page, changing the Status dropdown to "Stopped" and saving redirects you here automatically (only when the status actually changed to Stopped).
  • You can also navigate here directly with customer-cancelled.php?edit=<id>.

What's On the Page

  • A confirmation banner: "Account has been set to 'Stopped'. You can fill in a reason below (optional)"
  • A Current Orders in the system table listing the customer's orders that are not yet Delivered (status Open or Close), with columns ID, Status, and Action taken?:
    • Orders still in Open status are cancelled automatically by this page when you land on it, and show "CANCELLED by the system because account is being cancelled."
    • Orders already past Open (e.g. Close) are left alone and marked "too late, must be manually cancelled" - staff must cancel these by hand if the order should not go out.
    • If there are no qualifying orders, the table is replaced with "No current orders found."
  • A free-text box: "Why is the customer cancelling?"
  • A Save Reason button

Recording Cancellations

Steps:

  1. Change the customer's Status to "Stopped" on the Customer Info page and save (this brings you to this page), or open this page directly for the customer.
  2. Review the Current Orders table. Any order marked "too late, must be manually cancelled" needs to be cancelled by hand elsewhere if it shouldn't be delivered.
  3. Type the reason in the "Why is the customer cancelling?" box.
  4. Click Save Reason.

IMPORTANT: if you want this customer to show up in your cancellations report, you must leave a reason (even if it's blank) and click Save Reason - just changing the status without saving a reason here will not add a cancellation record.

What happens when you click Save Reason:

  • The customer's subscription status and account status are both set to Stopped
  • The reason is saved to the customer's cancellation record. If a cancellation record already exists for this customer, its date and reason are updated in place rather than adding a duplicate record
  • An activity log entry is added to the customer's account noting the reason
  • You're returned to the customer's main info page with the message "Customer cancelled, reason saved."

Troubleshooting

An order didn't get cancelled automatically

Only orders still in Open status are cancelled for you when this page loads. Orders that have already moved to Close (or further) are listed as "too late, must be manually cancelled" - you need to cancel those yourself from the order if you don't want them delivered.

The cancellation isn't showing on the Cancellations Report

Make sure you actually clicked Save Reason on this page after the status change. A reason record (even a blank one) has to be saved here for the cancellation to be picked up by the report.

  • Customers (customers.php) - filter the customer list by Status: "Stopped" (there's also an optional "Stopped" stop-date range filter)
  • Customer Cancellations Report (cancels.php) - dedicated report for reviewing cancellations
  • Reactivations (admin-rejoins.php?reactivation=1) - track customers who came back after cancelling
  • Customer Info (customer_info.php) - the customer's main account page, where the Status change that leads here is made

Quick Reference Card

Task Action/Location
View stopped customers Customers page > filter Status = Stopped
Get to this page Customer Info > set Status to "Stopped" > Save
Record a cancellation reason This page > "Why is the customer cancelling?" box > Save Reason
Handle an order that won't auto-cancel Cancel it manually from the order (anything marked "too late" here)
Review cancellation trends Customer Cancellations Report (cancels.php)

Change Log

2026-07-26

  • Rewritten to match the actual page: removed invented cancellation-reason categories/dropdown (the field is free text), invented filtering/columns UI, win-back and churn-analysis workflows, permissions matrix, and other content not present in the code.

2026-07-21

  • Submitting the cancel form again for an already-cancelled customer now updates their existing cancellation record (date and reason) instead of creating a duplicate entry.

2026-03-01

  • Initial documentation created

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.