3 ms·

Yes I’ve thought about this too - especially with cell phone/internet/cable/magazines - silly how you can subscribe online or in-store but need to call to cance

Yes I’ve thought about this too - especially with cell phone/internet/cable/magazines - silly how you can subscribe online or in-store but need to call to cancel. With digital subscriptions it should be as easy as unsubscribing from an email list.

Silhouette 8y ago
It's a tough issue to get right, because unfortunately some customers are clueless and some customers can be abusive. I have some experience running online subscriptions, and my policy has always been that you can unsubscribe straightforwardly. Typically it takes a couple of clicks clicks, one to start and one to confirm, and the whole process is immediate and fully automated. In some cases, maybe there's also a brief and optional exit survey, but never anything deceptive or that significantly obstructs someone who wants to cancel. Like not using some conversion optimisation techniques that cross a line into invading privacy, I just see this as treating our customers how we'd like to be treated ourselves. Many people have used these facilities with no trouble and those services have generally received few complaints, but you do still get the special people who instead of taking ten seconds to do that would rather send a page-long email about how they demand that we cancel their subscription right now and if we charge them again they'll dispute it, and they'll literally send that email 5 minutes before their next renewal fee goes through. When you're dealing with that kind of person, you want it to be stated very clearly and in writing that their subscription continues until cancelled in the proper way, that merely emailing is not sufficient to cancel and may not take effect immediately even if we do honour the request, etc. Of course, that doesn't stop us from being friendly and helpful if someone sends a polite cancellation request by email, even though it's an irritating waste of time to deal with those requests manually, but you can't be too casual about cancellations or, sadly, some people will exploit that.

Silhouette 8y ago

It's a tough issue to get right, because unfortunately some customers are clueless and some customers can be abusive. I have some experience running online subscriptions, and my policy has always been that you can unsubscribe straightforwardly. Typically it takes a couple of clicks clicks, one to start and one to confirm, and the whole process is immediate and fully automated. In some cases, maybe there's also a brief and optional exit survey, but never anything deceptive or that significantly obstructs someone who wants to cancel. Like not using some conversion optimisation techniques that cross a line into invading privacy, I just see this as treating our customers how we'd like to be treated ourselves. Many people have used these facilities with no trouble and those services have generally received few complaints, but you do still get the special people who instead of taking ten seconds to do that would rather send a page-long email about how they demand that we cancel their subscription right now and if we charge them again they'll dispute it, and they'll literally send that email 5 minutes before their next renewal fee goes through. When you're dealing with that kind of person, you want it to be stated very clearly and in writing that their subscription continues until cancelled in the proper way, that merely emailing is not sufficient to cancel and may not take effect immediately even if we do honour the request, etc. Of course, that doesn't stop us from being friendly and helpful if someone sends a polite cancellation request by email, even though it's an irritating waste of time to deal with those requests manually, but you can't be too casual about cancellations or, sadly, some people will exploit that.