four distinct cases. Each carries a different cost to the shop and a different signal to the recommendation algorithm:', 'ai-eshop-optimizer')); ?>

'cancellation', 'type' => '' . esc_html__('Cancellation', 'ai-eshop-optimizer') . '', 'when' => __('Voided before shipping (out of stock, payment failed, duplicate order)', 'ai-eshop-optimizer'), 'shipping' => __('None', 'ai-eshop-optimizer'), 'product' => '', 'customer' => '', ), array( 'id' => 'returned', 'type' => '' . esc_html__('Returned', 'ai-eshop-optimizer') . '', 'when' => __('Shipped, customer received it, opened it, sent it back (wrong size, quality issue)', 'ai-eshop-optimizer'), 'shipping' => __('Outbound + Return', 'ai-eshop-optimizer'), 'product' => __('STRONG NEGATIVE — they saw it and rejected it', 'ai-eshop-optimizer'), 'customer' => __('Mild', 'ai-eshop-optimizer'), ), array( 'id' => 'kept', 'type' => __('Kept (refund only)', 'ai-eshop-optimizer'), 'when' => __('Shipped, we refunded but told them to keep the item', 'ai-eshop-optimizer'), 'shipping' => __('Outbound only', 'ai-eshop-optimizer'), 'product' => __('Weak', 'ai-eshop-optimizer'), 'customer' => __('Mild', 'ai-eshop-optimizer'), ), array( 'id' => 'refused', 'type' => __('Refused (never received)', 'ai-eshop-optimizer'), 'when' => __('Shipped but the customer never received it — refused at the door, never collected from the pickup point, address unreachable', 'ai-eshop-optimizer'), 'shipping' => __('Outbound + Return (carrier brought it back)', 'ai-eshop-optimizer'), 'product' => __('Almost zero — never opened', 'ai-eshop-optimizer'), 'customer' => __('STRONGEST NEGATIVE — flaky / unreliable customer', 'ai-eshop-optimizer'), ), ); AIEO_Table::render(array( 'density' => 'compact', 'sortable' => false, 'columns' => array( array('key' => 'type', 'label' => __('Type', 'ai-eshop-optimizer'), 'type' => 'prose'), array('key' => 'when', 'label' => __('When it happens', 'ai-eshop-optimizer'), 'type' => 'prose'), array('key' => 'shipping', 'label' => __('Shipping cost', 'ai-eshop-optimizer'), 'type' => 'prose'), array('key' => 'product', 'label' => __('Signal about the PRODUCT', 'ai-eshop-optimizer'), 'type' => 'prose'), array('key' => 'customer', 'label' => __('Signal about the CUSTOMER', 'ai-eshop-optimizer'), 'type' => 'prose'), ), 'rows' => $guide_rows, 'row_key' => 'id', 'page_id' => 'cancellations', )); ?> callout(wp_kses_post(__('Why the Returned vs Refused distinction matters: A product with 10% «Returned» rate (customers who saw it and didn’t want it) is a bad product — the recommendation engine down-ranks it. A product with 10% «Refused» rate tells you nothing about the product (those customers never opened it). Instead the algorithm penalises those customers with a higher risk band — they’re the COD-blocking candidates.', 'ai-eshop-optimizer'))); ?>

1. WooCommerce → Orders.', 'ai-eshop-optimizer')); ?>
2. «AIEO Cancellation Reason» metabox.', 'ai-eshop-optimizer')); ?>
3. Reason from the dropdown — e.g. «Wrong size / fit (returned after receipt)».', 'ai-eshop-optimizer')); ?>
   
4. Note with details.', 'ai-eshop-optimizer')); ?>
5. multi-item order, see partial-return below.', 'ai-eshop-optimizer')); ?>
6. shipping cost fields (only shown for post-shipment types):', 'ai-eshop-optimizer')); ?>
   • Outbound: what we paid the courier to send it. Leave blank to auto-resolve from the carrier rate.', 'ai-eshop-optimizer')); ?>
   • Return: what we paid to fetch it back. Enter manually — e.g. %s.', 'ai-eshop-optimizer'), html_entity_decode(wp_strip_all_tags(wc_price(3.50))))); ?>
7. Update or change the order status. The log row is captured automatically.', 'ai-eshop-optimizer')); ?>

1. AIEO Cancellation Reason metabox shows a checkbox list of every line item (only for orders with 2+ products — single-item orders skip the picker).', 'ai-eshop-optimizer')); ?>
2. Tick only the items being returned.', 'ai-eshop-optimizer')); ?>
4. Partial in the Scope column automatically.', 'ai-eshop-optimizer')); ?>

Important: the checkboxes affect analytics only — the actual money refund happens through WooCommerce’s standard Refund button on the order edit screen.', 'ai-eshop-optimizer')); ?>

• Overview: headline metrics, top reasons, top high-cancellation products + customers.', 'ai-eshop-optimizer')); ?>
• Returns ledger: every event with filters (reason, date, type, scope) + cost summary.', 'ai-eshop-optimizer')); ?>
• Products: sortable list of every product with returns + per-product drill-down to chronological events.', 'ai-eshop-optimizer')); ?>
• Customers: sortable list of customers with total purchases vs returns + risk band.', 'ai-eshop-optimizer')); ?>
• Reason vocabulary: add/edit reasons that appear in the order metabox dropdown. Each reason can be assigned a default Type so it auto-fills.', 'ai-eshop-optimizer')); ?>

• Customer phoned and asked to cancel before we shipped → Reason: «Customer changed mind», Type: Cancellation, no cost, no signal.', 'ai-eshop-optimizer')); ?>
• One product was out of stock, we voided the whole order → Reason: «Out of stock», Type: Cancellation (auto), no cost.', 'ai-eshop-optimizer')); ?>
• Ordered 3, sent back 1 (wrong size) → Reason: «Wrong size / fit (returned after receipt)», Type: Returned (auto), tick the one item being returned, fill in the return shipping cost. The product loses points in the recommendations.', 'ai-eshop-optimizer')); ?>
• Quality complaint — we let them keep the item and refunded → Reason: «Refunded but customer kept items», Type: Kept (auto), outbound cost only. Mild product signal.', 'ai-eshop-optimizer')); ?>
• Courier returned it because the address was unreachable → Reason: «Address unreachable», Type: Refused (auto), both shipping costs apply. The customer goes to a higher risk band — but the product isn’t penalised.', 'ai-eshop-optimizer')); ?>
• Customer refused delivery at the door → Reason: «Refused on arrival», Type: Refused (auto). Same as above — high risk band, zero product signal.', 'ai-eshop-optimizer')); ?>
• Left the parcel at the courier pickup point and never came to collect it → Reason: «Never collected from pickup point», Type: Refused. Statistically the riskiest customers — COD-block candidates.', 'ai-eshop-optimizer')); ?>

callout(wp_kses_post(__('Tip: before you change the order status to «Cancelled» or «Refunded», fill in the reason and type first in the metabox — that way the log row is captured with the right data from the start. Editing afterwards also works (the row updates in place).', 'ai-eshop-optimizer'))); ?>

';
        echo "// In your theme/plugin, gate UX by risk band:\n";
        echo "\$band = AIEO_DMM_User_Behavior_Metrics::risk_band(\$user_id); // 0|1|2\n\n";
        echo "// Adjust the bands per your policy (e.g. tighter on COD-eligible regions):\n";
        echo "add_filter('aieo_dmm_user_risk_thresholds', function (\$t) {\n";
        echo "    return array_merge(\$t, ['min_orders' => 5, 'high_rate' => 0.20]);\n";
        echo "});\n\n";
        echo "// Force an override for a specific user (e.g. VIP whitelisting):\n";
        echo "add_filter('aieo_dmm_user_risk_band', function (\$band, \$uid) {\n";
        echo "    if (in_array(\$uid, [42, 1337], true)) { return 0; }\n";
        echo "    return \$band;\n";
        echo "}, 10, 2);\n\n";
        echo "// Down-rank thresholds for the reco penalty:\n";
        echo "add_filter('aieo_dmm_pbm_penalty_threshold', fn() => 0.15);  // start penalising at 15% rate\n";
        echo "add_filter('aieo_dmm_reco_drop_threshold',   fn() => 0.40);  // drop products with penalty ≤ 0.40\n\n";
        echo "// Per-kind weights for the PRODUCT reco penalty.\n";
        echo "// Defaults: returned=1.0, kept=0.5, refused=0.1\n";
        echo "// (refused tells us nothing about the product — parcel never opened).\n";
        echo "add_filter('aieo_dmm_pbm_kind_weights', fn() => [1 => 1.0, 2 => 0.4, 3 => 0.05]);\n\n";
        echo "// Per-kind weights for the USER risk band.\n";
        echo "// Defaults: returned=0.7, kept=1.0, refused=1.5\n";
        echo "// (refused is the strongest customer-friction signal — they bailed without opening).\n";
        echo "add_filter('aieo_dmm_ubm_kind_weights', fn() => [1 => 0.7, 2 => 1.0, 3 => 2.0]);\n";
        echo '