Skip to content

Cancellations Report

Menu Location: Customers > Reports > Cancellations

Last Updated: 2026-07-26

Overview

The Cancellations Report lists individual subscription cancellations within a date range, showing the reason each customer gave, an optional admin-defined reason category, and (if enabled for your site) an AI-assigned reason and "comeback" likelihood score. It is the place to review who cancelled, why, and to spot patterns across reasons.

Primary Functions:

  • View cancelled customers with cancellation date, route, box, and reason
  • See the customer's own free-text reason alongside an admin-configured reason category (if that feature is enabled) and an AI-classified reason
  • View two donut charts breaking down cancellations by reason, one using the customer's own selection and one using the AI's classification
  • Generate an AI-written narrative summary of patterns in the currently filtered results
  • Run "AI Classify" to have AI assign a reason category and a 1-5 comeback score to any not-yet-classified cancellations (only once enabled for your site)
  • Filter by date range, reason, free-text reason search, use of the product like/dislike feature, and (if EasyPost tracking is enabled) shipping delays
  • Export the filtered list to CSV
  • Click a customer's ID to jump straight to their account

Page Layout

Toolbar

  • AI Classify - triggers AI classification of up to 100 not-yet-classified cancellations. Only functions once ai_classify_cancels is enabled for your site; until then, clicking it shows a "Feature not enabled yet for your site" message.
  • Export - downloads the currently filtered results as a CSV.

Filter Form

  • From / To date fields (defaults to the last 31 days if left blank)
  • Reason dropdown (only shown if the "cancellation reasons" feature is enabled for your site) - filter to a single admin-configured reason
  • Search reason given... - free-text search that matches against the customer's own typed cancellation reason
  • Love/hate feature use... - filter to customers who had (or hadn't) recorded any product like/dislike preference before cancelling
  • Delayed box? (only shown if EasyPost shipment tracking is enabled) - filter to customers whose deliveries did, or did not, arrive 3+ days late during the report period

Below the filters, the page shows a record count, and a warning if 1,000 or more rows match your current filters, suggesting you narrow the date range or filters.

Reason Breakdown Charts

Two donut charts, shown when reason data is available:

  • Customer Provided Reason - percentage breakdown of the admin-configured reason category each customer selected at cancellation
  • AI Determined Reason - percentage breakdown of the reason category AI assigned to each cancellation

Below the charts, an AI-classification processing status line shows what percentage of all cancellations (that have a reason recorded) have been AI-classified so far, plus a raw count processed / total / pending.

Cancellations Table

Columns, in the order they appear:

  • Cancel Date - when the cancellation was recorded
  • ID - customer ID, links to the customer's account page
  • Name - customer's first and last name
  • Route - the customer's delivery route
  • Box Count - number of boxes on the subscription
  • Box Size - the box plan the customer was on
  • Reason Selected (only shown if the "cancellation reasons" feature is enabled) - the admin-configured reason category the customer picked
  • Reason Given - the customer's own free-text explanation
  • AI Reason - the reason category AI assigned (reads "none" until AI Classify has processed that row)
  • AI Comeback Score - only populated after AI Classify runs; a 1-5 scale from "Very Unlikely" to "Very Likely" to return

The table is sorted by cancellation date, most recent first, and shows one row per customer: only their most recent cancellation, even if they cancelled more than once (see Change Log).

Cancellation Reasons

Cancellation reasons are not a fixed list built into the report. They come from whatever reasons you've configured on Customers > Settings > Cancellation Page Options (kiv/admin-edit.php?table=cust_cancels_reasons), where each reason can optionally require the customer to type a free-text explanation. Customers pick from your configured list on the self-service cancellation page, if the "cancellation reasons" feature is turned on for your site; otherwise they only leave free text, which shows up in Reason Given.

The AI Reason column and the "AI Determined Reason" donut chart use a separate, AI-generated classification of the free-text reason, which is not limited to your configured list, AI can introduce a new category if none of your existing reasons fit.

Search & Filtering

Matches against the customer's free-text cancellation reason only (not name, email, or notes).

Filter by Date Range

Enter a From and To date. There are no preset "last 7/30/90 days" buttons, just the two date fields, which default to the last 31 days when left blank.

Filter by Reason

Select a single admin-configured reason from the dropdown, or leave it on "All Reasons." Only appears if the "cancellation reasons" feature is enabled for your site.

Filter by Love/Hate Feature Use

Filters to customers who had, or hadn't, recorded a product like/dislike preference before cancelling. Useful for checking whether customers who never engaged with product preferences are more likely to churn.

Filter by Delayed Box

Only appears if EasyPost shipment tracking is enabled. Filters to customers whose order arrived 3 or more days late (per carrier tracking scans) during the report's date range, letting you check whether shipping delays are driving cancellations.

Common Use Cases

Use Case 1: Weekly Cancellation Review

Goal: Stay on top of recent cancellations

Steps:

  1. Set the From/To dates to the last 7 days
  2. Review each row: Reason Given, Reason Selected (if enabled), and AI Reason
  3. Click a customer's ID to open their account for more context or follow-up
  4. Note any AI Comeback Score of "Likely" or "Very Likely" for possible outreach

Frequency: Weekly

Use Case 2: Spot Top Cancellation Reasons

Goal: Find the most common reasons customers are leaving

Steps:

  1. Set a wider date range (for example, the last 90 days)
  2. Review the "Customer Provided Reason" and "AI Determined Reason" donut charts
  3. Use the Reason dropdown to filter into a specific reason and see the affected customers individually
  4. Compare Box Size across the filtered rows to see if a particular box plan is more prone to that reason

Use Case 3: Catch Up AI Classification

Goal: Get AI reason categories and comeback scores assigned on new cancellations

Steps:

  1. Click AI Classify (requires ai_classify_cancels to be enabled for your site)
  2. Check the processing status line for percent complete and remaining pending count
  3. Re-run as needed, up to 100 records are classified per click

Use Case 4: Generate an AI Summary for a Date Range

Goal: Get a written summary of patterns for management review

Steps:

  1. Apply the date range and any filters you want summarized
  2. Click Generate AI Summary
  3. Review the resulting summary, which covers top reasons, order-history trends, schedule insights, pricing impact ("too expensive" mentions), time-based trends, and any other notable patterns in the filtered results

Use Case 5: Check for Shipping-Delay-Driven Cancellations

Goal: See whether delivery delays are contributing to cancellations

Steps:

  1. Requires EasyPost shipment tracking to be enabled for your site
  2. Set the "Delayed box?" filter to "Had a delay in shipping"
  3. Set your date range
  4. Review the Reason Given / AI Reason for these customers to see how many cite delivery issues

Report Data & Columns

Column Description
Cancel Date When the cancellation was recorded
ID Customer ID, links to the customer's account
Name Customer's first and last name
Route Delivery route
Box Count Number of boxes on the subscription
Box Size The box plan the customer was on
Reason Selected Admin-configured reason category the customer picked (only shown if that feature is enabled)
Reason Given Customer's free-text explanation
AI Reason AI-classified reason category
AI Comeback Score AI-assigned 1-5 likelihood the customer returns (once classified)

Export & Download Options

Clicking Export downloads a CSV of the currently filtered results. There is no format choice (CSV only) and no column picker, the export always includes:

  • CUSTID
  • Name
  • Route
  • Box Count
  • Box Size
  • Cancel Date
  • Reason Selected (only if the "cancellation reasons" feature is enabled)
  • Reason Given

The filename is [YourCompany]_[date]_CancelExport.csv, with a _loveused or _lovenotused suffix appended if you had the Love/Hate filter applied.

Integration Points

Customer Accounts

Each row's ID links directly to the customer's account page for full context before or during outreach.

Troubleshooting

Cancellation Not Showing in Report

Check:

  1. The From/To date range includes the cancellation date
  2. The Reason dropdown is set to "All Reasons" if you're not sure which reason it was filed under
  3. Remember the report only shows a customer's most recent cancellation, if they've cancelled more than once, only the latest date_cancel row is displayed
  4. Search by the customer's typed reason text, or open their account directly

Reason Selected Column Missing or Always Blank

Root Cause:

  • The "cancellation reasons" feature is not enabled for your site, in which case the column doesn't appear at all and customers can only leave free text
  • The cancellation was entered directly on the customer's account (an admin cancelling them) rather than through the customer's own self-service cancellation flow, which does not assign a reason category

Solution: Enable the "cancellation reasons" feature and configure reasons on Customers > Settings > Cancellation Page Options so customers pick a category going forward.

AI Features Unavailable

Symptoms: "AI Classify" shows "Feature not enabled yet for your site," or the AI Reason/donut chart data never changes.

Cause: AI classification (ai_classify_cancels) has not been turned on for your site yet.

Cancellation Count Seems High

Investigate:

  1. Compare to the same date range in a previous period
  2. Check for recent price changes or service issues
  3. Review the Reason Given / AI Reason breakdown for a common thread
  • Cancellation Page Options (Customers > Settings > Cancellation Page Options) - configure the reasons customers can pick from
  • Customer Accounts - view individual account details linked from each row

Typical Workflow:

  1. Customer cancels through the self-service cancellation flow (or an admin cancels their account)
  2. The cancellation is recorded with whatever reason (category and/or free text) was captured
  3. It appears in the Cancellations Report
  4. Admin reviews recent cancellations and reason trends, optionally running AI Classify and the AI Summary
  5. High-comeback-score or reason-specific cancellations are followed up on manually via the linked customer account

Best Practices

Monitoring

  1. Review cancellations regularly to stay on top of trends
  2. Watch the reason donut charts for shifts in what's driving cancellations
  3. Compare date ranges to spot seasonal patterns

Analysis

  1. Use the Reason filter and donut charts together to isolate a specific reason and its affected customers
  2. Run AI Classify regularly so the AI Reason and Comeback Score stay current
  3. Use Generate AI Summary for a quick written readout before a management review
  4. Compare Box Size across cancellations to check for product-specific patterns

Prevention

  1. Configure clear, specific reasons on the Cancellation Page Options page so Reason Selected data is meaningful
  2. Act on whatever reason categories show up most often in the donut charts
  3. If EasyPost is enabled, use the Delayed Box filter to check whether shipping problems are a factor

FAQs

Why do some rows have no Reason Selected?

Either the "cancellation reasons" feature isn't enabled for your site, or the cancellation was entered directly on the customer's account by an admin, which doesn't assign a reason category.

What is the AI Comeback Score?

A 1-5 score AI assigns when you run AI Classify, estimating how likely that customer is to return, from "Very Unlikely" to "Very Likely," based on the reason they gave.

Does the report show every cancellation a customer ever had?

No. If a customer cancelled more than once, only their most recent cancellation appears.

Can I export a PDF or Excel version?

No, Export produces a CSV only.

What does the Love/Hate filter actually filter on?

Whether the customer had recorded any product like/dislike preference before cancelling, not a separate loyalty or reward "love/hate" program.

Change Log

2026-07-21

  • Report now shows exactly one row per customer (their most recent cancellation), even if the customer's record was cancelled more than once. Previously a repeat cancellation could create extra rows in the report for the same customer.

End of Documentation

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