guides

A cancellations file holds one row for each customer who left or asked to leave, with the reason they gave. It can come from a cancellation form, a call log or a spreadsheet your team keeps.

When you add the file, choose the kind Cancellations. ClientClue then reads each row as a leaving message and counts it under Leaving reasons.

Reason: the customer's reason in their own words. This is the column that matters most. Headers such as reason, why or cancellation reason are matched.

Date: the day they left or asked to leave. It places the cancellation in its week.

Amount: what the customer was paying, in naira. It is optional. With it, the report shows the money at stake for each reason.

Product or plan: which product or plan they were on. Optional.

Customer: a reference or ID, if you have one. Optional.

Do not worry about name and phone columns. ClientClue hides them before reading.

ClientClue AI reads each reason and puts it under one of seven headings: price, product problem, service problem, money issue, moved to a rival, no longer needed, or other.

Money issue means money was taken and nothing was given, for example a debit with no credit or a refund that never came.

Code then counts how many fall under each heading in each week, and works out the change on the week before. A quote is shown for each reason only after code has found it word for word in the customer's message.

Leaving language in other files counts too. A review that says I am uninstalling this app is a leaving message, even though it came from a reviews file.

Open Leaving reasons in your project. Each reason shows its count, its share and its change on last week, with quotes underneath.

If one reason grows over several weeks, look at the matching issue in the weekly report. A rise in the money issue reason, for example, usually points to a payment or refund problem that customers already wrote about.

With no amount column, the counts still work. They are counts of customers, not naira.