How to track Churn and Order changes?
COS Business Engine provides a structured way to track churn and different types of order changes with high data accuracy. Cancellation reasons are clearly categorized, and replacement orders are linked to their originating orders, making it possible to distinguish true churn from moves, service changes, and provider switches.
Cancellation Reason Structure
System-Defined vs. Provider-Defined Reasons
Order cancellations are handled using two separate categories:
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System-defined cancellation reasons (TerminationReason)
Standardized values used by the platform to support consistent churn analysis and reporting. -
Provider-defined cancellation reasons (OrderTerminationCode)
Custom reasons maintained by Operators for operational or customer-specific context.
This separation ensures that churn metrics are based on consistent system signals rather than free-text or provider-specific values.
System Cancellation Categories
System-defined cancellation reasons include:
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Provider changed
The customer switched to another service provider. -
Service cancelled
The service was terminated without a replacement. -
Service changed
The service was replaced by another service (for example, a speed or product change). -
Service moved
The service was relocated to another address/object.
These values are applied consistently by the system and can be used directly in Reporting and API integrations.
Using Reporting and APIs for Churn Analysis
The system-defined cancellation categories are available in:
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Reporting
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APIs
This makes it possible to:
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Identify true churn (Service cancelled)
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Separate churn from provider switches, service changes, and moves
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Build reliable dashboards and external analytics
Tracking Order Changes with Replacement Orders
When an order is replaced—such as during a move or service change—the system maintains a clear relationship between orders:
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The replacement order is linked to its parent (original) order
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Parent–child relationships are visible in order data, reporting, and APIs
This allows you to:
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Follow the full lifecycle of a customer order
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Track service changes without counting them as churn
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Analyze behavior across multiple addresses or services
Summary
By combining standardized system cancellation reasons with explicit parent–child order relationships, COS Business Engine enables accurate tracking of:
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True churn
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Provider changes
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Service upgrades or downgrades
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Service moves
This structure ensures reliable reporting, clean data, and meaningful churn analysis across the platform.