Cancel reasons — what they are and how to set them up
How to configure the cancel reasons your members choose from, and tips for making them work harder.
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.
Getting 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.
The 6 default reasons
Garde ships with six reasons that cover the most common causes of wine club cancellations:
- 🍷 Too much wine — They have more than they're drinking. A pause or skip offer works well here.
- 💸 Too expensive — Price is the barrier. A discount offer is the right response.
- 🍾 Wrong wines — The selections don't match their taste. A club swap or contact request makes sense.
- 🌱 Life change — Moving, health, or a major life event. A pause is usually the right move.
- 😅 Forgot I was a member — Genuinely surprised. Show them their next shipment to re-engage.
- ✏️ Other — A catch-all. Pair this with a contact request so you can find out more.
These 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.
Changing labels and icons
You 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.
To 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.
Reordering reasons
The 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."
Use the ▲▼ arrows in the Flow Config editor to reorder.
Adding a custom reason
If 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.
Keep 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.
What happens to historical data when you change a reason?
Past sessions keep their original reason value. Renaming or removing a reason only affects new sessions from that point forward. Your existing data is safe.