Context
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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. | |
Ticketshop landing page
Managed by SecuTix client with | Click on the link opens a form in a new tab |
Today it is not possible to set the same criteria mentioned above for membership renewals. This possibility will be provided in one of the Weisshorn V3 releases delivered between Avg - Nov 2022 with the earliest date possible.
Among about 10-12 clients only 1 is currently using memberships (PBS) according to our data.
In case any of the clients (including PBS) receive any termination requests for membership, we recommend they manage them in a separate list and use the criteria "Stop renewal memberships" when it becomes available.
Another possibility is to immediately terminate the membership (or season tickets) by deleting the file from the back office. With this action, the membership validity is disabled immediately. In such a scenario, the renewal for that particular contact will not happen when running the batch for the membership/season ticket subscription renewal.
Actions (TODOs)
The product team proposes that the Customer Success agents manage the change in the following way;
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3. Choose one unused label that you will rename to "Verträge hier kündigen" in the next step - example: If unused, you can choose "Contact usSite map" label - and add the URL linking to a form for termination of subscription
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4. The Last step is to rename the "Contact usSite map" label to "Verträge hier kündigen"
- Open First, you need to find the respective internet theme settings for the ticket shop. (Organization > Sales channel > Ticket Shop > Point of sale > Internet theme > Advanced)
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- example; visit https://play.int1-shop.secutix.com/content
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- Then add "" to the end of the URL and you will see that the label changed to "GRAVITY.TSFOOTER.SITEMAP"
- Use the label "gravityGRAVITY.tsfooterTSFOOTER.sitemapSITEMAP" and add it as a new key with a translation "Verträge hier kündigen"
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