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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

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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Users' and operators' journeys are described in the table below.  

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Institution landing page
(

Check the footer link

User will click on a link "Verträge hier kündigen")

The institutional pageImage Removed

Managed by SecuTix client


or by

their

client's digital agency







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.

Image Removed

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

sent

received.

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.

Image Modified

With this action, the contact's subscription will not be part

of the group that will be renewed with the trigger

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
(

Check the

User will click on a footer link "Verträge hier kündigen")

Image Removed

Managed by SecuTix

client with
Secutix Customer Success agent

Click on the link opens a form in a new tab 

Actions (TO DOs)  

The product team proposes that the Customer Success agents manage the change in the following way; 

  1. Inform all German customers about the law requirements, timeline, and the impact of the required change.
  2. The form: Customers should choose a preferable way of publishing the form
  3. The Footer Link: Include the “Verträge hier kündigen” link to her ticketshop footer 

...

operator 

Another possibility is to immediately terminate the season tickets (or memberships) by cancelling the file from the back office. With this action, the 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. 

The form

The client needs to use the type of form that enables the following functionality; 

  1. Customization of the fields (type of data entered, e.g. text input, checkboxes, ...)
  2. Provides the ability to not make fields mandatory to fill 
  3. Provides the ability to (re)name the submissions button to  “Jetzt kündigen” (Google form does not allow that by default, however, it can be achieved with additional tools).” 
  4. Automatically sends the email to the “submitter” as a confirmation that the termination request was received
  5. The listed information must be in the confirmation message
  6. Collects the submitted requests 

Scroll to the end to see the example of the form or click here. 

Current SecuTix functionality does not yet provide a dedicated label to enable "Verträge hier kündigen" in the footer of the ticket shop. Therefore we recommend using one of the existing labels, that is potentially not yet used by the client and renaming it to "Verträge hier kündigen".
This is not a sustainable way of achieving the goal but is necessary to comply with the law by the date 1st of July 2022. The product team will provide a dedicated label in one of the Weisshorn V3 releases delivered between Avg - Nov 2022. 

How to rename existing labels to "Verträge hier kündigen"? 

The wanted results in the image below; 

Image Removed

  1. Find the relevant Point of sale
  2. Select Interner parameters

Image Removed

3. Select the unused label - example below: "Contact us" - and add the URL to the form

Image Removed

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

  • Open respective internet theme settings for the ticket shop.
  • What is next?

Image Removed

For that, you will need an "elca admin" access (The admin panel for institution management). Where do I get access to elca admin? 
please check here to see in which slot the client installation is deployed (eg. RBL is in slot 19). Use that slot in the link example provided below.   

Example: https://elcadmin.p19-pos.secutix.com/

Once logged in, click on the top left button to access the institutions.

Image Removed

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. The recommended form fields

  • Name and Address
  • Electronic contact address
  • Description of a contract to be terminated
  • Type of termination and justification
  • Date of  termination

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.