{"_meta":{"description":"Garde help center articles — wine club retention tool for Awtomic merchants","totalArticles":21,"lastUpdated":"2026-03-23","indexUrl":"https://garde.awtomic.com/help"},"articles":[{"slug":"generating-cancel-skip-links","title":"Generating cancel and skip links for your store","description":"How to build the URLs that trigger Garde cancel and skip flows from your own website, email templates, or member portal.","section":"getting-started","sectionLabel":"Getting Started","audience":"merchant","publishedAt":"2026-03-23","url":"https://garde.awtomic.com/help/generating-cancel-skip-links","content":"Garde cancel and skip flows are triggered by a simple URL. You can place these links anywhere your members interact with your brand — your website, email templates, Shopify member portal, or even a QR code on a printed card.\nThis guide shows you how to build those links.\nThe cancel flow link\nA cancel flow link looks like this:\n`` https://your-garde-url.vercel.app/cancel?winery=your-store.myshopify.com&cid=CUSTOMER_ID&sub=SUBSCRIPTION_ID ``\nIt has three required parameters:\n\nParameterWhat it isWhere to find it\n\nwineryYour store's platform identifierAwtomic: your myshopify domain (e.g., ridgeline-cellars.myshopify.com). Commerce7: your tenant ID.\ncidThe member's customer IDFrom your subscription platform (Awtomic or Commerce7)\nsubThe member's subscription IDFrom your subscription platform\n\nWhen a member clicks this link, Garde pulls their real name, club, tenure, and shipment details from your platform and shows them your configured cancel flow.\nThe skip flow link\nA skip flow link works the same way, just at a different path:\n`` https://your-garde-url.vercel.app/skip?winery=your-store.myshopify.com&cid=CUSTOMER_ID&sub=SUBSCRIPTION_ID ``\nThe parameters are identical. The member sees your skip flow instead of the cancel flow.\nWhere to find customer and subscription IDs\nAwtomic\nIn your Awtomic dashboard, open a member's subscription. The customer ID and subscription ID are both visible in the URL and on the subscription detail page. They're numeric values (e.g., 12345).\nCommerce7\nIn Commerce7, open a member's club membership. The customer ID and membership ID are UUIDs (e.g., a1b2c3d4-e5f6-7890-abcd-ef1234567890). Use the membership ID as the sub parameter.\nOptional parameters\nYou can append these to either link:\n\nParameterWhat it doesExample\n\ntokenPasses the member's platform session token for verification&token=eyJhb...\npreviewOpens the flow in preview mode for testing (no offer lock, fresh session)&preview=true\nlayoutOverrides the layout template&layout=immersive\nlangSets the language for multi-language flows&lang=es\n\nAbout the token parameter\nIf your store's member portal issues session tokens (Awtomic JWT or Commerce7 appToken), you can pass them in the link. Garde will verify the token against your platform before starting the flow. This adds an extra layer of security — it confirms the person clicking the link is actually the logged-in member.\nThe token is not required. Without it, the flow still works — it just relies on the customer and subscription IDs being correct and hard to guess.\nBuilding links dynamically\nIn most cases, you'll generate these links dynamically rather than typing them by hand. Here are the common scenarios:\nFrom your Shopify theme (Awtomic)\nIf you're adding a \"Skip next shipment\" or \"Cancel membership\" button to your member portal theme, build the URL using Liquid:\n``liquid <a href=\"https://your-garde-url.vercel.app/cancel?winery={{ shop.domain }}&cid={{ customer.id }}&sub={{ subscription.id }}\"> Manage membership </a> ``\nUse {{ shop.domain }} for your myshopify domain. The exact Liquid variables for customer and subscription IDs depend on how Awtomic exposes subscription data in your theme. Check your Awtomic theme documentation for the correct variable names.\nFrom an email template\nIf you're linking from a Klaviyo, Mailchimp, or other email template, use the platform's merge tags for customer and subscription IDs:\n`` https://your-garde-url.vercel.app/cancel?winery=your-store.myshopify.com&cid={{customer_id}}&sub={{subscription_id}} ``\nReplace your-store.myshopify.com with your actual myshopify domain (or tenant ID for Commerce7). Replace {{customer_id}} and {{subscription_id}} with whatever merge tags your email platform uses for those values.\nFrom Commerce7 member portal\nCommerce7 member portals can link directly using the tenant ID and the member's club membership ID:\n`` https://your-garde-url.vercel.app/cancel?winery=your-tenant-id&cid=CUSTOMER_UUID&sub=MEMBERSHIP_UUID ``\nTesting your links\nBefore putting a link in front of real members, test it in preview mode:\n\nBuild your link with a real customer ID and subscription ID\nAdd &preview=true to the end\nOpen the link in your browser\n\nPreview mode skips the 30-day offer lock, so you can click through the full flow — including accepting an offer — and then open the same link again immediately. This lets you test every path without waiting.\nYou can also use the Preview button in Admin → Configure Flow, which does the same thing with a test session.\nCommon mistakes\nWrong winery value — If the link shows an error instead of the flow, double-check the winery parameter. For Awtomic stores, it should be your full myshopify domain (e.g., ridgeline-cellars.myshopify.com). For Commerce7, it should be your tenant ID.\nSwapped customer and subscription IDs — If the flow opens but shows \"Demo member\" or fails to load member data, you may have the cid and sub values reversed. Customer ID identifies the person; subscription ID identifies their specific club membership.\nUsing the wrong environment — If you're testing on QA (garde-qa.vercel.app), make sure the winery is configured there. QA and production are separate environments with separate configurations.\nHardcoded IDs — Don't put a specific member's customer ID in a link that goes on your website. The link needs to be built dynamically per member, using your platform's template variables.\n\nNext: Troubleshooting the cancel flow — what to do if the flow isn't working as expected."},{"slug":"cancel-reasons","title":"Cancel reasons — what they are and how to set them up","description":"How to configure the cancel reasons your members choose from, and tips for making them work harder.","section":"cancel-flow","sectionLabel":"Cancel Flow","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/cancel-reasons","content":"When a member starts the cancellation process, the first thing they see is a list of cancel reasons. They pick the one that describes why they're leaving — and that choice determines which save offer they see next.\nGetting your cancel reasons right is the single most important configuration decision in Garde. A well-matched reason leads to a well-matched offer, which is why members stay.\n\nThe 6 default reasons\nGarde ships with six reasons that cover the most common causes of wine club cancellations:\n\n🍷 Too much wine — They have more than they're drinking. A pause or skip offer works well here.\n💸 Too expensive — Price is the barrier. A discount offer is the right response.\n🍾 Wrong wines — The selections don't match their taste. A club swap or contact request makes sense.\n🌱 Life change — Moving, health, or a major life event. A pause is usually the right move.\n😅 Forgot I was a member — Genuinely surprised. Show them their next shipment to re-engage.\n✏️ Other — A catch-all. Pair this with a contact request so you can find out more.\n\nThese defaults work well for most wine clubs. Before adding custom reasons, see if the defaults can be made to fit with adjusted labels and copy.\n\nChanging labels and icons\nYou can rename any reason to match your brand voice. If your club has a distinct personality, a reason like \"Too much wine\" could become \"My cellar is overflowing 😅\" — same intent, more human.\nTo edit a reason: go to Admin → Flow Config and click the reason you want to change. You can update the label, the icon (any emoji), and the save offer attached to it.\n\nReordering reasons\nThe order your reasons appear in matters. Members tend to pick from the top of the list, so put your most common cancellation drivers first. If most of your churned members cite price, lead with \"Too expensive.\"\nUse the ▲▼ arrows in the Flow Config editor to reorder.\n\nAdding a custom reason\nIf your wine club has a cancellation pattern that none of the defaults capture, you can add a custom reason. Go to Admin → Flow Config → Add reason, give it a label, an icon, and assign a save offer.\nKeep your total list to 4–6 reasons. More than that and members start overthinking the choice — they may give up and just leave instead of picking.\n\nWhat happens to historical data when you change a reason?\nPast sessions keep their original reason value. Renaming or removing a reason only affects new sessions from that point forward. Your existing data is safe.\n\nNext: Save offer types — complete reference →"},{"slug":"club-swap-offers","title":"Club swap offers and swap mappings","description":"How to set up club swap offers that suggest a different tier instead of cancellation, and how to configure swap mappings.","section":"cancel-flow","sectionLabel":"Cancel Flow","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/club-swap-offers","content":"A club swap offer suggests a different club tier as an alternative to cancelling. Instead of losing the member entirely, you redirect them to a level of membership that fits their situation better.\nThis is most effective when the cancellation reason is about price or fit — \"Too expensive\" is a natural cue for a downgrade, and \"Wrong wines\" can point to a different tier with a different selection profile.\n\nWhen to use a club swap\nUse a swap offer when you have a meaningful alternative to the member's current tier. Examples:\n\nDownsell: A member on a 6-bottle quarterly club cites \"Too expensive.\" Offer them a 2-bottle monthly club at a lower price.\nUpsell (rare): A member on an entry-level club cites \"Wrong wines.\" If you have a premium reserve tier with better selection, a swap could genuinely help.\n\nDon't use a swap offer if you don't have a tier the member would actually want. A bad swap offer is worse than no offer.\n\nSetting up swap mappings\nSwap mappings tell Garde which club to suggest for a given member's current club. Go to Admin → Swap Mappings to configure them.\nFor each mapping, you set:\n\nFrom: The member's current club (by Awtomic club ID)\nTo: The club you're suggesting as the alternative\nDirection: Upgrade or downgrade (used for offer copy context)\nCopy: The headline and subtext for the offer card\n\nYou can have multiple mappings — one per current-club/suggested-club pair.\n\nWhat the member sees\nWhen a member reaches a club swap offer, they see a card showing the suggested club name, your configured headline and subtext, and an accept button. If they accept, Garde initiates the club change through the Awtomic API automatically — no manual steps.\nIf the swap fails (e.g. the target club doesn't exist or the API call errors), the member sees a contact request instead, and you receive an alert.\n\nFinding your Awtomic club IDs\nClub IDs are visible in the Awtomic admin under each club's settings page. You'll need these to configure the \"From\" and \"To\" fields in swap mappings.\n\nRelated: Save offer types → · Cancel reasons →"},{"slug":"connecting-to-awtomic","title":"Connecting Garde to your Awtomic store","description":"Step-by-step guide to adding your Awtomic shop to Garde and previewing your first cancel flow.","section":"getting-started","sectionLabel":"Getting Started","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/connecting-to-awtomic","content":"Connecting Garde to your Awtomic store takes about five minutes. Once connected, Garde will pull live member data directly from your subscriptions — personalizing every cancel flow with the member's name, club, tenure, and lifetime value.\nWhat you'll need\nBefore you start, make sure you have:\n\nAn active Awtomic subscription management account for your Shopify store\nAdmin access to your Garde account (the email you use to log in)\nYour Awtomic API key (instructions below)\n\nHow to find your Awtomic API key\n\nLog in to your Awtomic dashboard\nGo to Settings → API (or Developer Settings, depending on your plan)\nCopy your API key — it usually starts with awt_\n\nKeep this key private. It gives Garde read and write access to your subscription data.\nAdding your store to Garde\n\nLog in to your Garde admin at your-garde-url.vercel.app/admin\nClick Add winery in the top right\nEnter a winery ID — this is a short, lowercase slug that identifies your store (e.g. ridgeline-cellars). It doesn't need to match your Shopify store name exactly; it's just used internally.\nPaste your Awtomic API key\nSet your winery display name (this appears in the cancel flow header)\nClick Save\n\nGarde will immediately validate the API key against Awtomic. If the key is wrong, you'll see an error. If it's correct, your winery will appear in the list.\nTesting the connection\nOnce connected, you can preview your cancel flow with a real member. You'll need a customer ID and subscription ID from your Awtomic shop:\n\nIn Awtomic, open any active member's subscription\nCopy the customer ID from the URL or member record\nVisit:\n\n`` your-garde-url.vercel.app/cancel?winery=your-winery-id&cid=CUSTOMER_ID&sub=SUBSCRIPTION_ID ``\nYou should see the cancel flow open with the member's real name and club shown at the top. If you see \"Demo member\" instead, double-check the winery ID and make sure the customer ID and subscription ID are correct.\nWhat Garde pulls from Awtomic\nWhen a member enters the cancel flow, Garde fetches the following from Awtomic in real time:\n\nFirst name — used to personalize the \"Hi [name]\" greeting\nClub name — shown on the offer card (\"Keep your [Club Name] membership\")\nTenure — how many months they've been subscribed, used for the tenure badge\nLifetime value (LTV) — total amount spent, shown internally in the admin session log\n\nGarde never stores your Awtomic API key in plain text. It's encrypted before being saved.\n\nNext: Setting up your first cancel flow (quickstart) — configure your first cancel reasons and save offers."},{"slug":"customizing-email-templates","title":"Customizing your email templates","description":"How to edit the subject line and body for each of Garde's eight email notifications using template variables.","section":"integrations","sectionLabel":"Integrations","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/customizing-email-templates","content":"Every email Garde sends uses a template you can customize. You can change the subject line, rewrite the body, and add your own tone and branding. Templates use a simple {{variableName}} syntax to insert live data — the member's name, the offer they accepted, your winery's name.\nAccessing the email template editor\n\nLog in to your Garde admin\nGo to Settings → Email templates\nSelect the template you want to edit from the list\nEdit the subject line and body in the fields provided\nClick Save template\n\nChanges take effect immediately for new sessions.\nAvailable templates\nYou'll see eight templates in the list — three cancel-flow emails and five dunning emails. See Email notifications — what gets sent and when for a description of each one.\nTemplate variables\nInsert any of these variables into your subject line or body using double curly braces: {{variableName}}.\n\nVariableDescriptionAvailable in\n\n{{memberName}}Member's first nameAll templates\n{{memberEmail}}Member's email addressAll templates\n{{clubName}}Name of the subscription clubAll templates\n{{wineryName}}Your winery's display nameAll templates\n{{offerTitle}}Title of the save offer they acceptedConfirmation email\n{{offerDescription}}Full description of the accepted offerConfirmation email\n{{returnUrl}}Link back to your winery's websiteAll templates\n{{manageUrl}}Link to the member's subscription pageDunning emails\n{{daysUntilCancellation}}Days remaining before the subscription is cancelledFinal warning email\n\nVariables are replaced with live values at send time. If a variable isn't available in a given context (e.g. {{offerTitle}} in a dunning email), it will be replaced with an empty string.\nSubject line and plain-text fallback\nEach template has two fields:\n\nSubject line — Supports variables. Keep it under 60 characters so it doesn't get cut off in most email clients. Example: Your {{wineryName}} membership — confirmation\nBody — Supports basic HTML and variables. Write it as you'd write any email: short paragraphs, clear call to action, personal tone.\n\nIf you leave the plain-text fallback field blank, Garde auto-generates one by stripping the HTML tags from your body. For most wineries this is fine, but if your body relies heavily on formatting for clarity, consider writing a separate plain-text version.\nTesting a template\nAfter saving, use the Send test button on any template to send a copy to your staff email address with sample values filled in. Review it in your actual inbox before relying on it for live members.\nIf a template sends but the variables show up as literal text (e.g. {{memberName}}), double-check the spelling — variable names are case-sensitive.\nTips for effective email copy\n\nUse {{memberName}} in the subject line — Personalized subjects consistently get higher open rates\nBe specific about what happened — \"Your pause is confirmed\" outperforms \"Update to your account\"\nKeep it short — Members who just interacted with a cancel flow are already a little stressed. One clear message beats a long email.\nInclude a real reply-to address — If a member has a follow-up question, they should be able to reply directly\n\nNext: Multi-language email templates — sending emails in the member's preferred language."},{"slug":"dunning-email-sequences","title":"Dunning email sequences","description":"How Garde's automated payment failure emails work, what each email type does, and how to customize the copy.","section":"integrations","sectionLabel":"Integrations","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/dunning-email-sequences","content":"Dunning is the process of recovering subscriptions that lapsed because of a failed payment — not because the member chose to cancel. Garde's dunning system sends a sequence of emails to those members automatically, timed to maximize recovery without being pushy.\nWhat dunning is\nWhen Awtomic reports a billing failure on a member's subscription, Garde receives a signal and starts a dunning sequence for that member. The sequence is a series of emails sent over the next 10 days, each with a different tone and focus:\n\nEarly emails focus on the card update (direct, practical)\nMiddle emails add urgency through upcoming shipment content (FOMO)\nLater emails sound more personal — like a note from someone at the winery\n\nIf the payment succeeds at any point, the sequence stops automatically. No further emails are sent.\nThe five dunning email types\nGarde has five email templates in the dunning sequence, each matched to a specific situation or timing:\nCard update — Sent on day 0, immediately after the payment failure. Direct and action-oriented: \"Your card was declined, here's how to update it.\" Includes a link to the Awtomic card update page. This is the most important email in the sequence — the sooner members update their card, the less likely you are to lose them.\nFOMO (upcoming shipment) — Sent around day 5. Focuses on what's coming in the next shipment: the wines, the date. Members who are delaying because of inertia — not because they want to cancel — often respond well to a reminder of what they're about to miss.\nPersonal — Sent around day 9–10. Written to sound like a note from a real person at the winery, not an automated system. Lower urgency, warmer tone. A good last-attempt before the sequence ends.\nAuth required — Sent when the failure code indicates 3D Secure or Strong Customer Authentication is needed (not a card problem — the card is valid, but the bank requires the member to re-authenticate). The copy explains this clearly so members don't assume their card was rejected.\nAddress issue — Sent when the failure is due to an invalid shipping or billing address. Different problem, different copy: \"We couldn't process your order because your shipping address needs updating.\"\nGarde selects the appropriate template based on the decline code Awtomic sends — you don't need to configure which template fires when.\nCustomizing the email copy\nGo to Admin → Dunning to edit your email templates. Each template has:\n\nSubject line — the email subject members see\nBody — the full email content\n\nTemplates support variables using {{variable}} syntax. Available variables include:\n\n{{memberFirstName}} — the member's first name\n{{wineryName}} — your winery's display name\n{{cardUpdateUrl}} — a direct link to the member's card update page\n{{nextShipmentDate}} — the date of their upcoming shipment\n{{nextShipmentWines}} — the wines in their next shipment\n{{memberTenureMonths}} — how many months they've been a member\n{{memberLtv}} — the member's lifetime spend\n\nYou can also set a from name (displayed as the sender name, e.g. \"Sarah at Ridgeline Cellars\") and a reply-to address so member replies go directly to your team.\nHow dunning interacts with the cancel flow\nDunning and the cancel flow handle two different member situations:\n\nCancel flow — member actively chooses to cancel. They click a link, land on the cancel page, select a reason, and see a save offer.\nDunning — member's payment failed passively. They may not even know the subscription is at risk.\n\nThese run independently. A member on a dunning sequence could also actively visit the cancel flow if they decide they want to cancel — in that case, both systems may fire simultaneously. The cancel flow takes precedence: if the member accepts a save offer (for example, a pause), the dunning sequence is not affected by that action directly, but if the Awtomic subscription status changes as a result, the dunning session will close on the next billing success or failure signal.\n\nNext: Email notifications — what gets sent and when — the complete guide to staff notifications for cancel flow events."},{"slug":"email-notifications","title":"Email notifications — what gets sent and when","description":"A complete guide to the eight emails Garde can send: three cancel-flow notifications and five dunning emails.","section":"integrations","sectionLabel":"Integrations","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/email-notifications","content":"Garde can send two types of emails: cancel-flow notifications that fire when a member interacts with your cancel flow, and dunning emails that fire when a payment fails. Together they keep both you and your members informed at every step.\nBefore any emails will send, your staff email address must be set in your winery settings, and your Resend API key (or SES credentials) must be configured.\nCancel-flow emails\nThese three emails fire based on what happens in the cancel flow.\nMember confirmation\nSent to: The member Trigger: Member accepts a save offer\nWhen a member accepts your save offer — whether that's a pause, a discount, or something else — they get a confirmation email summarizing what they agreed to. It includes their name, the offer they accepted, and what happens next with their subscription.\nThis email reassures members they're in good hands and gives them a record of the offer they accepted.\nStaff cancel alert\nSent to: Your staff email address Trigger: Member confirms cancellation\nWhen a member declines all offers and completes a cancellation, your team gets an immediate alert. The email includes the member's name, which club they cancelled, their cancellation reason, and any feedback they left.\nUse this to track cancellations in real time without having to watch the dashboard. It's also useful if you want to trigger a personal outreach for high-value members.\nContact request alert\nSent to: Your staff email address Trigger: Member selects the \"Contact me\" offer option\nWhen a member picks the \"reach out\" option instead of accepting or declining a standard offer, your team gets a notification immediately. The email includes the member's name, their contact information, the reason they gave for cancelling, and any note they left.\nThis is your highest-priority cancel-flow email — a member asking to be contacted is still in play. Check the Action Items section of your dashboard to track follow-up status.\nDunning emails\nDunning emails fire when a member's payment fails. Garde sends up to five dunning emails over the course of a failed payment cycle.\n\nEmailTimingPurpose\n\nPayment failedImmediatelyAlerts member their payment didn't go through\n3-day reminder3 days after failureGentle nudge to update payment details\n7-day reminder7 days after failureStronger prompt, mentions what they'll lose\nFinal warning2 days before cancellationLast chance before subscription ends\nCancelled (dunning)After cancellationConfirms subscription ended, offers a path back\n\nAll dunning emails are sent to the member. You can customize the subject line and body for each one from your email template settings.\nSetting up email sending\nGarde sends email via Resend. To enable notifications:\n\nCreate a Resend account and verify your sending domain\nGenerate an API key from the Resend dashboard\nAdd it to your Garde environment variables as RESEND_API_KEY\nSet your staffEmail in your winery settings (Admin → Winery)\nSet FROM_EMAIL to a verified address on your sending domain\n\nOnce configured, you can test each template from the email settings page.\n\nNext: Customizing your email templates — how to edit subject lines and body copy for each email type."},{"slug":"faq","title":"Frequently asked questions","description":"Answers to common questions about how Garde works, what it can and can't do, and what to do when something goes wrong.","section":"getting-started","sectionLabel":"Getting Started","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/faq","content":"Will Garde block my members from cancelling?\nNo. Garde is designed to give members a moment to pause and reconsider — not to trap them. Every cancel flow includes a clear path to cancel if the member decides that's what they want. If a member declines all offers, they can confirm their cancellation and exit.\nThe goal is to present a well-timed offer, not to frustrate members into staying. Blocking cancellations is bad for trust and, in most jurisdictions, legally problematic. Garde doesn't do it.\nHow does Garde actually execute pause, skip, and discount offers?\nWhen a member accepts an offer, Garde calls the Awtomic API in real time to apply it. For example:\n\nPause — sends a pause request to the member's subscription via Awtomic\nSkip — sends a skip-next-cycle request\nDiscount — applies a percentage discount for a set number of billing cycles\nClub swap — moves the member to a different tier or club\n\nAwtomic handles the actual subscription change. Garde doesn't touch your billing provider directly — it goes through Awtomic as the intermediary. This means the change shows up in your Awtomic dashboard immediately.\nIf an offer fails to execute (for example, if the API key is incorrect or the subscription isn't in a state that allows the action), the member will see an error and no change will be made.\nCan I use Garde without Awtomic?\nNot currently. Garde is built specifically on top of the Awtomic subscription platform. It uses Awtomic to pull member data (name, club, tenure, LTV) and to execute offers (pause, skip, discount, swap).\nIf you're not using Awtomic for subscription management, Garde won't connect to your store. Integrations with other platforms aren't available yet.\nWhat happens if a member exits the flow without choosing?\nIf a member lands on the cancel page and then closes the browser or navigates away without clicking \"Cancel my subscription,\" nothing changes. Their subscription stays active. Garde only records an \"Exit\" outcome — no cancellation is triggered.\nThe exit path is distinct from the cancel path on purpose. A member who bounces off the page is very different from one who confirmed cancellation.\nDoes Garde work for members on any subscription club?\nYes, as long as the subscription exists in your Awtomic store. Garde pulls club and subscription data dynamically for each member, so it works regardless of which club or tier they're on. Your save offers and cancel reasons apply to all members by default, though you can configure different offers per reason.\nWhat are common error messages and what do they mean?\n\"We couldn't load your subscription details\" — Garde couldn't fetch the member's data from Awtomic. Usually means the customer ID or subscription ID in the URL is wrong, or the API key is incorrect. Check your winery integration settings.\n\"Something went wrong applying your offer\" — The offer execution request to Awtomic failed. Check that your API key is still valid and that the subscription is active (not already cancelled or in a locked state).\n\"This offer is no longer available\" — The member tried to accept an offer that had already been accepted in an earlier step. This can happen if they navigate back and try to accept the same offer again.\n\nStill have a question that isn't answered here? See Troubleshooting the cancel flow for step-by-step fixes."},{"slug":"multi-offer-sequences","title":"Multi-offer sequences","description":"How to show a second save offer to members who decline the first, and when it makes sense to use them.","section":"cancel-flow","sectionLabel":"Cancel Flow","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/multi-offer-sequences","content":"A multi-offer sequence gives members who decline your first save offer a second option before they confirm cancellation. Instead of hitting a dead end, they see a different kind of offer — one that might work better for them.\n\nWhen to use them\nMulti-offer sequences make the most sense when:\n\nYou're dealing with a high-value member — The extra step is worth the effort for members spending $100+/month.\nThe reason is ambiguous — \"Other\" or \"life change\" can mean many things. A second offer gives you another swing.\nYour first offer has low acceptance — If fewer than 15–20% of members are accepting the first offer for a reason, a second offer gives you a fallback before losing them.\n\nFor low-value or price-only objections, a single well-matched offer is usually enough. Don't add a second offer just to have one.\n\nHow to set it up\nIn Admin → Flow Config, open the cancel reason you want to configure. Under the first save offer, you'll see an Add second offer option. Configure the second offer type and copy just like the first.\nRecommended approach:\n\nSet Offer 1 as your preferred save — the one most likely to work.\nSet Offer 2 as a fallback that takes a different angle. If Offer 1 is a pause, consider a discount for Offer 2, or vice versa.\n\nWhat the member sees\nAfter declining Offer 1, the member sees a brief transition screen — something like \"We understand. Here's one more option before you go.\" — then Offer 2.\nThe intermediate decline button label on Offer 1 is configurable. Use something gracious: \"No thanks, show me another option\" works well. Avoid anything that feels pushy.\n\nHow many offers should I use?\nTwo, maximum. Every additional step increases friction and frustration. A member who has declined twice is telling you something — let them go gracefully, and capture their reason.\n\nMeasuring performance\nThe Offer sequence performance section of your dashboard shows Offer 1 vs Offer 2 save counts per reason. Check it after a few weeks to see if the second offer is earning its place.\n\nRelated: Offer sequence performance → · Save offer types →"},{"slug":"multilanguage-cancel-flow","title":"Multi-language support in the cancel flow","description":"How Garde detects your member's language and how to set up translations for your cancel reasons, save offers, and flow copy.","section":"cancel-flow","sectionLabel":"Cancel Flow","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/multilanguage-cancel-flow","content":"Garde's cancel flow supports ten languages out of the box. When a member opens the flow, Garde automatically selects the best language match — no extra setup needed for English. For other languages, you add translations directly in the flow config editor.\nHow Garde detects the language\nWhen a member visits the cancel flow, Garde checks these signals in order:\n\n?lang= URL parameter — if the link to your cancel flow includes ?lang=es, Garde uses Spanish. This is the most explicit signal and overrides everything else.\nAccept-Language header — if no ?lang= is set, Garde reads the browser's preferred language from the HTTP headers.\nWinery default locale — if the browser language doesn't match a language you've configured translations for, Garde falls back to your winery's default locale setting.\nEnglish — if none of the above produce a match, Garde uses English.\n\nFor most members visiting your flow from their browser, no special URL setup is required. If you want to force a specific language — for example, for a French-speaking member club — include ?lang=fr in the cancel flow URL.\nSupported languages\nGarde supports ten locales: English (en), French (fr), German (de), Spanish (es), Portuguese (pt), Italian (it), Dutch (nl), Chinese (zh), Japanese (ja), and Korean (ko).\nSetting your default locale\nYour winery's default locale determines what language Garde uses when it can't detect a preference. To set it:\n\nGo to Admin → Config for your winery\nIn the Flow Config section, look for the Default language setting\nSelect the language your members most commonly use\nSave\n\nFor a US-based wine club, en is the right default. For a French-speaking club, set fr so members without a detected preference see French automatically.\nAdding translations in the config editor\nEach text field in your cancel reasons and save offers supports multiple locales. To add a translation:\n\nGo to Admin → Config → Flow Config\nOpen any cancel reason or save offer\nYou'll see a tab strip at the top of the text fields (EN, FR, DE, etc.)\nClick + Add Language to add a new locale tab\nEnter the translated copy in each field for that locale\nSave\n\nIf a locale tab is empty for a particular field, Garde falls back to the English value for that field. You don't need to translate every field at once — you can add translations incrementally and the flow will use English for anything not yet translated.\nThe fallback indicator\nIn the config editor, fields that are falling back to English are shown with a small indicator. This lets you see at a glance which parts of your flow are fully translated and which are showing English as a fallback.\nWhen reviewing your translations, look for any save offer headlines or decline button text that still shows the fallback indicator — those are the most visible pieces of copy members will see.\nTesting your translations\nTo preview the flow in a specific language, append ?lang=XX to your cancel flow URL:\n`` your-garde-url.vercel.app/cancel?winery=your-winery-id&cid=...&sub=...&lang=fr ``\nReplace fr with whichever locale you want to test. You don't need a real member URL — you can preview the reason selection screen with any winery ID to check that your translations are displaying correctly.\n\nNext: Multi-language email templates — how to add translated versions of your cancel notification and retained confirmation emails."},{"slug":"multilanguage-email-templates","title":"Multi-language email templates","description":"How to add translated email templates for cancel-flow notifications so members receive emails in their preferred language.","section":"integrations","sectionLabel":"Integrations","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/multilanguage-email-templates","content":"If your members speak multiple languages, you can configure Garde's notification emails to match the language used in the cancel flow. This guide covers who needs this, how to set it up, and what happens when a translation isn't available.\nWho needs this\nMost English-speaking wine clubs can skip this entirely — Garde sends emails in English by default.\nYou need multi-language email templates if:\n\nYou have members who primarily speak French, Spanish, or another supported language\nYou're running a European wine club where members expect communications in their local language\nYou've already translated your cancel flow and want the email notifications to match\n\nIf you only serve English-speaking members, your existing email templates are fine as-is.\nHow to add a language in the email editor\n\nGo to Admin → Config for your winery\nClick on the Email Templates section\nAt the top of the template editor, you'll see a locale tab strip (EN by default)\nClick + Add Language and select the locale you want to add\nA new tab appears for that locale — fill in the subject line and body for each email template\nRepeat for each locale you want to support\nSave when done\n\nYou can add as many locales as you need. The supported languages are the same as the cancel flow: EN, FR, DE, ES, PT, IT, NL, ZH, JA, KO.\nFallback behavior\nIf a member's detected locale doesn't have a translated email template, Garde falls back to English. Specifically:\n\nIf the locale tab exists but some fields are empty → Garde uses English for those fields\nIf the locale tab doesn't exist at all → Garde uses the full English template\n\nThis means you can add partial translations without breaking anything. If you've only translated the French cancel notification but not the retained confirmation, French members will receive the French cancel notification and the English retained confirmation.\nWhich emails respect the locale\nThe following cancel-flow emails use the member's detected locale when sending:\n\nCancel notification — sent to your staff when a member completes a cancellation\nRetained confirmation — sent to your staff when a member accepts a save offer\nContact request alert — sent to your staff when a member requests a callback\n\nThese emails are triggered at the end of the cancel flow session, so they use the same locale that was active during the flow.\nNote: Dunning emails (payment failure sequences) are not yet locale-aware. They send in English regardless of member language. Locale support for dunning is planned for a future release.\nChecking your templates\nAfter adding translations, test the flow in the target language to confirm the emails send correctly:\n\nOpen the cancel flow with ?lang=fr (or your target locale)\nComplete a test session through to cancellation or retention\nCheck your staff email inbox for the notification — it should arrive in French\n\nIf the email arrives in English when you expected French, confirm that the French locale tab in the email editor is filled in and saved for that template type.\n\nNext: Email notifications — what gets sent and when — the complete guide to Garde's email notification system."},{"slug":"offer-sequence-performance","title":"Offer sequence performance","description":"How to read the multi-offer analytics section and use it to improve your save offer sequences.","section":"admin","sectionLabel":"Admin Dashboard","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/offer-sequence-performance","content":"The Offer sequence performance section appears in your dashboard when you use multi-offer sequences — where a member who declines the first offer is shown a second one before they confirm cancellation.\nIf you only use single offers, this section won't appear.\n\nWhat it shows\nFor each cancel reason that has a multi-offer sequence, you'll see:\n\nOffer 1 saves — How many members accepted the first offer (before seeing the second)\nOffer 2 saves — How many members declined the first offer but accepted the second\nTotal saves — Combined retention for that reason\n\nThis tells you how hard your first offer is working, and whether having a second offer is paying off.\n\nHow to read it\nIf Offer 1 saves are high and Offer 2 saves are low: Your first offer is doing the job. The second offer is a safety net you're rarely using — that's fine.\nIf Offer 1 saves are low and Offer 2 saves are high: Members are consistently declining the first offer. Consider whether the first offer is well-matched to the reason, or whether the second offer is actually the better fit and should be promoted to first.\nIf both are low: Neither offer is resonating. Review the offer copy and type for that reason. A contact request as one of the options gives you a chance to learn more directly from members.\n\nUsing this data to optimize\nA few practical moves:\n\nSwap the order — If Offer 2 consistently outperforms Offer 1, flip them. Members shouldn't have to decline once to get to the better offer.\nRemove the second offer — If Offer 2 saves almost nobody, a single well-chosen offer is cleaner. Less friction.\nReplace Offer 1 — Low Offer 1 performance often means the type or copy is off. Try a different offer type and compare over the next 30 days.\n\nRelated: Multi-offer sequences → · Save offer types →"},{"slug":"quickstart","title":"Setting up your first cancel flow","description":"A five-minute guide to getting Garde live — from your first cancel reasons to previewing the flow before your first real member sees it.","section":"getting-started","sectionLabel":"Getting Started","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/quickstart","content":"Your cancel flow is the last thing a member sees before they leave. A well-set-up flow turns a significant percentage of those moments into stays. This guide gets you live in about five minutes.\nBefore you start\nYou'll need your Garde account connected to your Awtomic store. If you haven't done that yet, see Connecting Garde to your Awtomic store.\nOnce connected, head to Admin → Configure Flow to open the flow config editor.\nStep 1 — Pick your three most common cancel reasons\nGarde shows members a short list of reasons they might be leaving. You choose what's on the list.\nMost wine clubs see the same three or four reasons account for the majority of cancellations:\n\nToo much wine — members have more than they can drink\nToo expensive — price sensitivity, especially after a holiday or tight month\nPausing my life — travel, moving, life changes — not permanently leaving\nDidn't enjoy a recent shipment — quality or taste preference\n\nStart with three reasons, not six. A short list gets more honest answers. You can always add more once you see how members are responding.\nTo add a reason: click Add reason, type your label, and choose an icon that fits. Keep the label short — five words or fewer.\nStep 2 — Set one save offer per reason\nFor each cancel reason, you choose what Garde shows the member. The offer should address the specific problem they named.\nSimple starting offers that work:\n\nReasonOffer that works\n\nToo much winePause membership for 1–3 months\nToo expensiveOne-time 20% discount on next shipment\nPausing my lifeSkip next shipment, stay in the club\nDidn't enjoy a shipmentContact the tasting room team\n\nYou don't need to set up every offer type on day one. Pause, skip, and discount are the three that resolve most situations. Pick one per reason and move on — you can refine later based on what the data shows.\nTo set an offer: click into a reason, then click Add offer. Choose the offer type, set the value (how many months to pause, what discount percentage), and write a short headline. The headline should name the offer clearly: \"Pause your membership for two months\" is better than \"Take a break.\"\nStep 3 — Write short copy for each offer\nGarde pre-fills offer copy for you, but a few words from your winery make a difference.\nYou're editing two things: the headline and the description. Keep the description to one or two sentences. It should tell the member what happens next — not sell them on staying.\nGood: \"We'll pause your shipments for two months. Your membership stays active, and you'll be back on the schedule automatically.\"\nAvoid: \"Don't go! We'd hate to lose you as part of our wine family!\"\nStep 4 — Preview before you go live\nBefore any member sees your flow, use the Preview button in the flow config editor. This opens your cancel flow in a new tab with a test session so you can click through every reason and every offer as if you were a member.\nCheck that:\n\nAll your reason labels read naturally\nEach offer matches the reason it's paired with\nThe decline button (the small \"No thank you\" link) is visible and works\nNothing looks obviously wrong on a phone (most members cancel on mobile)\n\nIf anything feels off, go back and adjust. The preview reflects your current saved config.\nYou're live\nOnce you save your config, your cancel flow is active. Every member who starts the cancellation process through your Awtomic portal will see it.\nYour next step: check back on the Dashboard after a few flows have run. The save-rate-by-reason breakdown will start telling you which offers are working and which need a different approach.\n→ Understanding your dashboard"},{"slug":"reading-the-session-log","title":"Reading the session log","description":"How to interpret each column in the session log, understand outcome types, and use session data to improve your save offers.","section":"admin","sectionLabel":"Admin Dashboard","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/reading-the-session-log","content":"The session log is a timestamped record of every member visit to your cancel flow. Each row tells you what happened — who showed up, what reason they gave, what offer they saw, and whether they stayed. Over time it becomes your most reliable source of insight for improving your retention strategy.\nWhat each session entry shows\nEvery row in the log contains:\n\nMember — First and last name, pulled from Awtomic at the time of the session\nClub — The subscription club they were on when they entered the flow\nReason — The cancel reason they selected (e.g. \"Price\", \"Taking a break\")\nOffer — Which save offer was shown (blank if they exited before reaching an offer)\nOutcome — What happened at the end of the session\nDate — When the session started\n\nClick any row to open the full session detail view: member tenure, LTV, the exact offer text they saw, and any free-text feedback they left.\nOutcome types\nEvery session ends in one of three outcomes:\nSaved — The member accepted your save offer and kept their subscription. Their subscription was updated automatically (paused, discounted, etc.) based on the offer they selected.\nCancelled — The member declined all save offers and confirmed they want to cancel. The cancellation was executed against Awtomic in real time.\nExited — The member left the cancel flow without making a decision. They neither accepted an offer nor confirmed cancellation. Their subscription is unchanged. Exits are common and expected — some members just want to look around, and some come back later.\nWhat \"Offer 2\" means next to a Saved outcome\nIf you've set up a multi-offer sequence, a member might decline your first offer and be shown a second. When you see Offer 2 next to a Saved outcome, it means the member turned down offer 1 but accepted offer 2.\nThis tells you:\n\nOffer 1 wasn't persuasive enough on its own for this reason\nOffer 2 — presumably a stronger offer — closed the retention\n\nIf you see a high rate of \"Offer 2\" saves for a particular reason, consider whether offer 1 needs to be more compelling, or whether the sequence is working as intended.\nIn-progress sessions\nOccasionally you'll see a session with no outcome listed. This means the member is currently in the flow — they haven't made a decision yet. These entries update automatically when the session resolves. In-progress sessions are rare in the log and typically clear within a few minutes.\nUsing session data to improve your offers\nThe session log answers the question: \"What actually happened, and why?\"\nA few things worth watching for:\nHigh exit rate on a specific reason — Members are seeing the offer but leaving without deciding. The offer may not feel relevant to their reason. Try rewriting the headline to speak more directly to that concern.\nCancelled despite an offer being shown — The offer is visible but not working. Check the offer type: is a pause offer appropriate for someone who said \"Too expensive\"? A discount might land better.\nLong gaps in sessions — If a reason has only a few sessions, you may not have enough data yet to draw conclusions. Wait until you have at least 10–15 sessions per reason before making offer changes.\nHigh Offer 2 save rate — Your second offer is doing the work your first one should be doing. Either strengthen offer 1, or accept that the two-step sequence is a deliberate strategy for price-sensitive members.\n\nNext: Offer sequence performance — how to read the offer-level analytics for multi-offer setups."},{"slug":"reordering-cancel-reasons","title":"Reordering and removing cancel reasons","description":"How to change the order your cancel reasons appear in, and how to safely remove ones you don't need.","section":"cancel-flow","sectionLabel":"Cancel Flow","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/reordering-cancel-reasons","content":"Reordering reasons\nThe order your reasons appear matters. Members tend to select from the top of the list — so put your most common cancellation drivers first. If you've checked your dashboard and \"Too expensive\" drives 40% of your cancellations, it should be near the top.\nTo reorder: go to Admin → Flow Config and use the ▲▼ arrows next to each reason. Changes take effect immediately for new sessions.\nA practical starting order for most wine clubs:\n\nToo much wine\nToo expensive\nLife change\nWrong wines\nForgot I was a member\nOther\n\nAdjust this based on what your session data actually shows.\n\nRemoving a reason\nTo remove a reason, open it in the Flow Config editor and click Delete reason.\nA few things to know before you do:\nPast sessions are unaffected. Historical sessions that used this reason keep their original value. Your analytics data is safe.\nThe reason disappears from the member-facing flow. Members will no longer see it as an option. If it was a common selection, consider replacing it with a more fitting reason rather than removing it outright.\nYou can't undo a deletion directly, but you can recreate the reason with the same label and a new save offer. Any new sessions from that point will use the new reason.\n\nHow many reasons should I have?\nStick to 4–6 reasons. More than that and members start overthinking the choice — analysis paralysis can cause them to give up and close the tab instead of selecting an option.\nIf you find yourself wanting 8 or 10 reasons, look for ways to consolidate. \"Moving house,\" \"New job,\" and \"Getting divorced\" are all \"Life change.\"\n\nRelated: Cancel reasons — what they are and how to set them up →"},{"slug":"save-offer-types","title":"Save offer types — complete reference","description":"Every save offer type Garde supports, when to use each one, and what the member experience looks like.","section":"cancel-flow","sectionLabel":"Cancel Flow","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/save-offer-types","content":"Each cancel reason in Garde has one or more save offers attached to it. When a member picks a reason, they see the offer you've configured for it. Choosing the right offer type for each reason is how you make the difference between a member who stays and one who doesn't.\nHere's every offer type Garde supports.\n\nPause\nThe member's billing and shipments stop for a set period, then resume automatically. You configure the pause duration (1–12 months).\nBest for: Too much wine, life change Why it works: It's a low-stakes commitment. The member doesn't lose their membership — they just take a break.\n\nSkip\nSkip one upcoming shipment with no charge. Simpler and lower-commitment than a pause.\nBest for: Forgot I was a member, other Why it works: Addresses the immediate problem (they don't want the next shipment) without touching the membership itself.\n\nDiscount\nA percentage discount applied to the next N orders. You set both the percentage and the number of orders.\nBest for: Too expensive Why it works: Directly addresses the price objection. A discount on the next 2–3 orders gives them a reason to stay and re-evaluate at full price later.\n\nContact request\nThe member submits a request for your staff to follow up. They see a confirmation; you get an alert in the admin dashboard under Action items.\nBest for: Wrong wines, any high-value member Why it works: Some members won't stay for a discount or a pause — they want to feel heard. A personal follow-up from your team can retain members that nothing else would.\n\nShow next shipment\nReveal what's in the member's next shipment before they decide to cancel.\nBest for: Forgot I was a member Why it works: Members who forgot they're subscribed often cancel reflexively. Showing them an exciting upcoming selection reminds them why they joined.\n\nClub swap\nSuggest a different club tier as an alternative to cancelling — either an upgrade or a downgrade. Requires swap mappings to be configured.\nBest for: Too expensive (downgrade), wrong wines (different tier) Why it works: Keeps the member in your ecosystem at a level that works better for them, rather than losing them entirely.\n\nVideo\nEmbed a personal video message (YouTube or Vimeo URL). The member watches it as part of their offer screen.\nBest for: High-value long-tenure members, small wineries with a strong personal brand Why it works: A short, genuine video from the winemaker or owner is something no competitor can replicate.\n\nEvent ticket\nOffer a complimentary ticket to an upcoming winery event.\nBest for: Seasonal use, high-value members, wineries with active event calendars Why it works: Converts an at-risk subscriber into an engaged customer with a tangible upcoming reason to stay connected.\n\nGift\nInclude a gift with the member's next shipment (a tasting note set, a wine accessory, a signed bottle).\nBest for: Long-tenure members, any reason Why it works: Tangible, personal, and memorable. Works best when the gift is relevant to their history with your club.\n\nPhone call\nRequest a phone call with a staff member. The member picks this to opt into a personal conversation.\nBest for: High-value members considering cancellation for complex reasons Why it works: The highest-touch save option. Use sparingly — it requires staff time — but it's the most effective for members you really can't afford to lose.\n\nNext: Writing effective save offer copy →"},{"slug":"setting-branding","title":"Setting your winery branding","description":"How to configure your logo, accent color, and return URL so the cancel flow looks like it belongs to your brand.","section":"cancel-flow","sectionLabel":"Cancel Flow","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/setting-branding","content":"The cancel flow your members see should look like it came from your winery — not from a generic retention tool. Garde's branding settings let you apply your logo, colors, and links to make the experience seamless.\nBranding settings are in Admin → Branding.\n\nLogo\nEnter the URL of your winery logo (a hosted image — PNG or SVG recommended). This appears in the header of the cancel flow.\nThe logo displays on a white or light background, so use a version of your logo that works on light. Recommended dimensions: at least 200px wide, ideally 2× resolution for retina displays.\nIf you don't have a hosted logo URL handy, your website's existing logo image URL will work fine.\n\nAccent color\nYour accent color is used on call-to-action buttons and key UI accents throughout the cancel flow. Enter a hex code (e.g. #8B1A2F).\nPick a color that reads clearly on white backgrounds and has enough contrast for button text to be legible. Your primary brand color is usually the right choice.\nThe accent color also appears in the email notifications Garde sends to your members.\n\nReturn URL\nThe return URL is where \"Back to [winery]\" links point — typically your wine club page or homepage. Enter the full URL including https://.\nThis appears on the cancel flow landing and on the exit screen, giving members a clear path back to your site if they decide not to continue.\n\nHow branding appears in the flow vs emails\nCancel flow: Logo in the header, accent color on buttons and highlights.\nEmail notifications: Your winery name in the subject line and email header, accent color on CTA buttons in the email body.\nYour branding doesn't affect the layout or layout template of the cancel flow — only the logo, color, and links.\n\nRelated: Setting up your first cancel flow →"},{"slug":"troubleshooting","title":"Troubleshooting the cancel flow","description":"Step-by-step fixes for the most common issues in Garde — from missing member names to emails not sending.","section":"getting-started","sectionLabel":"Getting Started","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/troubleshooting","content":"Most issues in Garde fall into one of five categories: wrong offer copy, missing member data, offer not executing, email not arriving, or a server error. Here's how to diagnose and fix each one.\nMember sees wrong offer copy\nSymptom: The save offer headline, subtext, or button text doesn't match what you configured.\nFix:\n\nGo to Admin → Config for your winery\nCheck the offer copy for the relevant cancel reason\nMake sure you saved after editing — the config editor requires an explicit Save action\nHard-reload the cancel flow page (Cmd+Shift+R / Ctrl+Shift+R) to bypass browser cache\n\nIf the copy looks correct in the config editor but still shows old text in the flow, check whether you have multiple reasons with similar labels. Garde matches the reason to the config entry by ID, not by label text — so if you duplicated a reason and edited one, the other may still be live.\nMember's name not showing\nSymptom: The cancel flow shows \"there\" instead of the member's first name (e.g. \"Hi there\" instead of \"Hi Sarah\").\nFix: This means Garde couldn't fetch the member's Awtomic record. Check:\n\nAPI key validity — go to Admin and verify your Awtomic API key is still active. Keys can expire or be revoked.\nCustomer ID in the URL — confirm the cid parameter matches the member's Awtomic customer ID (not their Shopify customer ID — these are different)\nAwtomic connectivity — log in to Awtomic and confirm your shop is active and the API is responding\n\nIf name lookup fails, Garde continues the flow with fallback text rather than blocking the member. This is by design — a failed lookup shouldn't prevent someone from cancelling.\nOffer not executing\nSymptom: Member clicks \"Accept offer\" and either sees an error or the subscription doesn't change.\nFix:\n\nCheck your API key — in Admin, verify the Awtomic API key is correct and hasn't been rotated\nCheck the offer type — some actions have constraints. Pause requires the subscription to be in an active state. Skip may not be available on all billing cycles. Club swap requires a swap mapping to be configured.\nCheck Awtomic directly — log in to Awtomic and look at the member's subscription. If you see the change has applied but the Garde flow showed an error, the issue is a response parsing bug — contact Garde support.\nCheck the subscription state — if the subscription is already paused, a second pause request will fail.\n\nEmail not received\nSymptom: A member cancelled or a contact request came in, but no notification email arrived.\nFix:\n\nCheck staffEmail — in Admin → Config, confirm your winery has a staff notification email address set. If staffEmail is blank, Garde silently skips email delivery.\nCheck spam/junk — notification emails come from a rt.awtomic.com address. Add it to your allowlist if needed.\nCheck Resend credentials — if you're self-hosting Garde, confirm the Resend API key is set in your environment variables (RESEND_API_KEY). Without it, all email is silently skipped.\n\nMember-facing confirmation emails (if configured) follow the same path — blank credentials = no delivery.\nError page or blank screen on the cancel flow\nSymptom: Visiting a cancel flow URL returns an error page or blank screen.\nWhat to check first:\n\nConfirm the winery parameter in the URL matches a registered winery ID in your admin\nConfirm the cid (customer ID) and sub (subscription ID) values are valid for that winery\nMake sure your Awtomic API key is current — an expired key causes all offer execution to fail silently\n\nStill seeing the error? Contact Garde support with the full cancel URL and your winery ID. We'll investigate and follow up quickly.\n\nIf none of these fixes resolve your issue, check the FAQ or reach out to the Garde team with your winery ID and a description of what you're seeing."},{"slug":"understanding-your-dashboard","title":"Understanding your dashboard","description":"A guide to the five stat cards, save rate by reason, session log, and action items in the Garde admin dashboard.","section":"admin","sectionLabel":"Admin Dashboard","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/understanding-your-dashboard","content":"The Garde dashboard is your command center for everything that happens inside the cancel flow. Every time a member lands on the flow — whether they stay, cancel, or exit — it's logged here.\nThe five stat cards\nAt the top of the dashboard you'll see five numbers. These are your headline metrics for the selected date range:\n\nTotal flows started — How many members clicked through to the cancel page\nSaved — Members who accepted a save offer and kept their subscription\nCancelled — Members who declined all offers and confirmed cancellation\nSave rate — Saved ÷ (Saved + Cancelled), as a percentage. This is your primary retention metric.\nMRR saved — The monthly revenue that would have been lost if saved members had cancelled. Based on their subscription value at the time of the flow.\n\nUse the date range filter (7 days / 30 days / all time) in the top right to zoom in or out. The 30-day view is the most useful for spotting trends over time.\nSave rate by reason\nScroll down past the stat cards and you'll see a breakdown of your save rate by cancel reason. This is where the insight lives.\nEach row shows a cancel reason (Price, Timing, Product quality, and so on), the number of times members selected it, and the percentage of those members who accepted a save offer.\nWhat to look for: A low save rate on a specific reason means your current offer for that reason isn't resonating. A 20% save rate on \"Too expensive\" but a 70% save rate on \"Pausing for travel\" tells you price-sensitive members need a different offer — or a different framing.\nUse this view to decide which offers to test next. If a reason has a low save rate and high volume, fixing that reason's offer will have the biggest impact.\nThe session log\nBelow the reason breakdown is a table of individual sessions. Each row is one member visit to the cancel flow. The columns tell you:\n\nMember — First name and last name of the member (pulled from Awtomic)\nClub — Which subscription club they were on\nReason — What they said when asked why they're cancelling\nOutcome — Saved, Cancelled, or Exited without deciding\nOffer — Which save offer was shown (if any)\nDate — When the session happened\n\nClick any row to see the full session detail: their tenure, LTV, any feedback they left, and the exact offer text they saw.\nAction items\nThe action items section surfaces contact requests — cases where a member selected the \"Contact me\" or \"Talk to someone\" option. These members haven't cancelled yet; they want to hear from you.\nEach action item shows the member's name, the reason they gave, and any note they left. You can mark each item as:\n\nFollowup — You've noted it but haven't reached out yet\nCompleted — You contacted the member and resolved it\nArchived — You're not pursuing this one\n\nThe count badge in the header shows how many are pending. Keeping this list short means you're responding quickly — which is what members who ask to be contacted are counting on.\n\nNext: Reading the session log — how to use individual session details to understand member behavior."},{"slug":"what-is-garde","title":"What is Garde?","description":"An overview of what Garde does, how the cancel flow works, and what data it tracks.","section":"getting-started","sectionLabel":"Getting Started","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/what-is-garde","content":"Garde is a wine club retention tool. When a member decides to cancel their subscription, Garde gives them a reason to reconsider — before they're gone.\n\nThe problem it solves\nMost wine clubs lose members silently. A member clicks \"cancel,\" confirms, and disappears. You never find out why they left, and you never had a chance to keep them.\nGarde changes that. Instead of sending members straight to a cancellation confirmation, it shows them a short, branded experience designed to understand their reason — and offer them something that might actually work.\n\nHow it works (from your member's perspective)\nWhen a member starts the cancellation process, they go through three steps:\n\nThey pick a reason. Garde shows them a short list of cancel reasons — things like \"too much wine,\" \"too expensive,\" or \"life got busy.\" They choose the one that fits.\n\nThey see a save offer. Based on the reason they picked, Garde shows a tailored offer. If they said \"too expensive,\" they might see a discount. If they said \"too much wine,\" they might see a pause option. The offer matches the problem.\n\nThey decide. They can accept the offer and stay, or they can still cancel. Either way, you now know why they were leaving and what they were offered — which is more than most wineries ever learn.\n\nWhat Garde tracks\nEvery cancellation session is logged in your admin dashboard. You can see:\n\nTotal flows started — how many members considered cancelling\nMembers saved — how many accepted an offer and stayed\nSave rate — what percentage you're retaining, broken down by cancel reason\nMRR saved — the estimated monthly revenue you kept\nMember feedback — what members wrote when given the chance to say more\n\nOver time, this data tells you exactly where you're losing members and which offers actually work. It's the difference between guessing and knowing.\n\nHow Garde connects to your wine club\nGarde integrates with your Awtomic account. It pulls live member data — their name, club, tenure, and lifetime value — so the cancellation experience feels personal, not generic. When a member accepts a save offer (a pause, a skip, a discount), Garde executes it automatically through Awtomic. No manual steps for your team.\nSetting up the connection takes about five minutes. See Connecting Garde to your Awtomic store for step-by-step instructions.\n\nReady to set it up?\nStart with the quickstart: Setting up your first cancel flow →"},{"slug":"writing-save-offer-copy","title":"Writing effective save offer copy","description":"How to write save offer headlines, subtext, and button labels that retain wine club members.","section":"cancel-flow","sectionLabel":"Cancel Flow","audience":"merchant","publishedAt":"2026-03-09","url":"https://garde.awtomic.com/help/writing-save-offer-copy","content":"Every save offer in Garde has four pieces of copy: a headline, subtext, an accept button, and a decline button. Getting these right is the difference between an offer that feels relevant and one that feels generic.\n\nThe anatomy of an offer\nHeadline — The first thing the member reads. One sentence, max. This is your hook.\nSubtext — One to three sentences expanding on what the offer actually is. Specifics live here.\nAccept button — The action you want them to take. Should feel like a decision, not a form submit.\nDecline button — The graceful exit. This text matters more than most people think.\n\nWrite for wine club members, not software users\nWine club copy lives in the same world as hospitality. Your members chose your club because of how it made them feel — connected to a place, a winemaker, a story. Your save offer copy should sound like it came from a person, not a platform.\nAvoid: \"Your subscription will be paused for the selected duration.\" Try: \"We'll hold your spot. Your next shipment will resume in 3 months.\"\n\nThe headline formula\nThe best offer headlines do two things: acknowledge the member's feeling, then offer the solution.\n> \"Taking a break? We'll hold your spot for 3 months.\" > \"Feeling flush? We'll lighten things up with 20% off.\" > \"We'd love to find wines you'll actually love.\"\nNotice what these don't do: they don't argue with the member or use language like \"Wait — don't go!\" Guilt-tripping doesn't work. Acknowledging the problem and offering a real solution does.\n\nSubtext: specific, not vague\nVague subtext erodes trust. Specific subtext builds confidence.\nVague: \"We'll give you some time off and you can come back when you're ready.\" Specific: \"Your membership pauses for 3 months starting today. We'll send you a reminder before your next shipment ships.\"\nTell the member exactly what happens when they accept. No surprises.\n\nAccept button: a decision, not a confirmation\nThe accept button should name the action, not just confirm it.\nWeak: \"Accept offer\" / \"Yes, thanks\" Strong: \"Pause for 3 months\" / \"Apply 20% off\" / \"Skip this shipment\"\nWhen a member reads the button label, they should already understand what they're agreeing to.\n\nDecline button: gracious, not guilt-tripping\nPhrases like \"No thanks, I hate wine\" or \"I'd rather pay full price\" are a pattern you've probably seen — dark patterns that shame members into accepting. Don't do this. It leaves a bad impression and damages your brand.\nGood decline copy: \"I'd still like to cancel\" / \"No thanks, continue cancellation\"\nYour decline button is a member's last impression of your club before they leave. Make it respectful.\n\nExamples by reason\n\nReasonHeadlineAcceptDecline\n\nToo much wine\"Your cellar's overflowing — take a 3-month break.\"Pause for 3 monthsI'd still like to cancel\nToo expensive\"Stay with 20% off your next 2 shipments.\"Apply my discountNo thanks\nWrong wines\"Let's find a better fit — can we reach out?\"Yes, please reach outI'd still like to cancel\nForgot\"Your next shipment includes a bottle you're going to love.\"Show me what's comingCancel anyway\n\nRelated: Save offer types — complete reference →"}]}