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"As part of the new Fair Consumer Contracts Act,[1] Germany will soon require specific cancellation/termination mechanisms for consumer subscriptions. These mechanisms come on top of the updated EU-wide consumer contract rules under the EU Directives on Contracts for Digital Services and Content and on Contracts for the Consumer Sale of Goods and will take effect on July 1, 2022." Businesses offering subscriptions to German consumers will have to provide a specifically labeled button for their online retail channels that leads to a contact form through which consumers must be enabled to cancel existing subscriptions with the click of only one further button. If sufficient data to identify the subscription to be canceled is entered by the consumer, the submission of the form will itself be a valid cancellation, the effect of which cannot be made subject to further steps such as logins or second factor (e.g., email, app) confirmations. The solution, therefore, requires the following;
(https://www.mofo.com/, May 2022) |
User's journey
1 | 2 | 3 | 4 | 5 | 6 | 7 |
Internet users will choose | Institution landing page Managed by SecuTix client | Click on the link opens a form in a new tab | The user will fill in the form with relevant data. An example of a form. The forms can be set by different tools including; CRM forms, WordPress forms, 3rd party tools for surveys, etc. (example; Google Forms) | The form needs to send an email to the internet user with confirmation that the submission of the request has been successfully sent. The form functionality will record the request and the SecuTix Operator should be informed. | The SecuTix operator will open the SecuTix backoffice and find the contact in the Contacts CRM based on the information provided. The Operator will then set the criteria for "Stop renewal season ticket" to "yes". Click on the image below to see the user flow on how to set the criteria. With this action, the contact's subscription will not be part |
of the renewal batch. |
in case of refund the ...
What if the season ticket holder requests a refund and cancelation, what actions in the backoffice immediately disable the validity of the season ticket?Ticketshop landing page Managed by SecuTix client with | Click on the link opens a form in a new tab |
Actions (TO DOsTODOs)
The product team proposes that the Customer Success agents manage the change in the following way;
- Inform all German customers about the law requirements, timeline, and the impact of the required change.
- The form: Customers should choose a preferable way of publishing the form
- The Footer Link: Include the “Verträge hier kündigen” link to her ticketshop footer
...