Context
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As part of the new Fair Consumer Contracts Act,[1] Germany
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requires 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
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have taken effect on July 1, 2022.
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| Info |
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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
Users' and operators' journeys are described in the table below.
| 1 | 2 | 3 | 4 | 56 |
Institution landing page
Managed by SecuTix client | Click on the link opens a custom form in a new tab chosen and created by an institution. | 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. The form needs to allow renaming the submission button to "Terminate now" at the end. | The form needs to send an email to the internet user with confirmation that the submission of the request has been successfully sentreceived. 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 from the form application. 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 |
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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 season tickets (or season ticketsmemberships) by deleting the file from the back office. With this action, the membership season ticket 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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The
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form
The
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2. The form
The client needs to use the type of form that enables the following functionality;
- Customization of the fields (type of data entered, e.g. text input, checkboxes, ...)
- Provides the ability to not make fields mandatory to fill
- Provides the ability to (re)name the submissions button to “Jetzt kündigen”
- Automatically sends the email to the “submitter” as a confirmation that the termination request was received
- The listed information must be in the confirmation message
- Collects the submitted requests
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In case the clients don't have a preferred way of setting the form, we suggest using the following form builder tool: https://forms.app/
The tool will have to be purchased by the client.
3. The Footer Link - "Verträge hier kündigen"
As a temporary solution, we propose to use one of the existing unused labels and replace it with "Verträge hier kündigen" text that will link to the form mentioned above.
The service Team will support this part.
How to change the footer link.
Attachment from Legal department:
View file