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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; 

  • Certain online channels through which consumers can enter into subscriptions will have to prominently feature an omnipresent button labeled “Terminate contracts here” (Verträge hier kündigen).
  • Operating the “Terminate contracts here” button must lead directly to a form where the consumer can enter (i) identifying information on the person of the consumer and the contract that they intend to terminate (e.g., consumer name, contract/customer number etc.), (ii) information as to the type of termination that is sought (i.e., for cause or for convenience), (iii) an intended subscription end date, as well as (iv) an address for the provider to send an electronic submission receipt to.
  • The page with the aforementioned form must contain a second button labeled “terminate now” (jetzt kündigen). Operating this button must directly submit the form content.
  • Provided that sufficient data was entered, the submission will be a valid termination, which cannot be made dependent on further steps such as logins or second factor (e.g., email, app) confirmations.
  • The provider will also have to immediately confirm the submission electronically to the address provided for such confirmation in the form.

(https://www.mofo.com/, May 2022)


User's journey


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Internet users will choose
one of the available links

Institution landing page
(Check the footer link)

The institutional page

Managed by SecuTix client
or by their digital agency




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
(Check the footer link)

Managed by SecuTix client with
Secutix Customer Success agent




Click on the link opens a form in a new tab 


...

3. Choose one unused label that you will rename to "Verträge hier kündigen" in the next step  - example: If unused, you can choose "Site mapContact us" label - and add the URL linking to a form for termination of the subscription

4. The Last step is to rename the "Site mapContact us" label to "Verträge hier kündigen"

...

  • Use the label "GRAVITY.TSFOOTER.SITEMAP" and add it as a new key with a translation "Verträge hier kündigen"
    • You accomplish that by clicking on "New". The new popup will require you to enter the key (GRAVITY.TSFOOTER.SITEMAP) and the wanted translation for that label ("Verträge hier kündigen")
    • Make sure you distinguish between capitals and normal letters. If you enter them incorrectly the translation will not work.



Example of the form

We used this Google form for demonstration purposes only! Please make sure that clients choose forms that provide full flexibility of customization. 

...