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Consumer advice center: Poor implementation of the cancellation button on websites - as of July 5, 2023
A cancellation button on websites that is intended to make it easier to cancel contracts is still not implemented by most providers in accordance with the law. According to a study by the Federal Association of Consumer Organizations (vzbv), only 42 percent of the 2,946 websites examined meet the legal requirements, one year after the button was introduced. However, compared to the first survey in November 2022, this is an increase of 14 percentage points. According to vzbv board member Ramona Pop, what is particularly problematic is that the cancellation form is often only displayed after the customer logs in, which is not allowed. This continues to create barriers and problems for consumers seeking to terminate online term contracts. On some pages the...
Consumer advice center: Poor implementation of the cancellation button on websites - as of July 5, 2023
A cancellation button on websites that is intended to make it easier to cancel contracts is still not implemented by most providers in accordance with the law. According to a study by the Federal Association of Consumer Organizations (vzbv), only 42 percent of the 2,946 websites examined meet the legal requirements, one year after the button was introduced. However, compared to the first survey in November 2022, this is an increase of 14 percentage points.
According to vzbv board member Ramona Pop, what is particularly problematic is that the cancellation form is often only displayed after the customer logs in, which is not allowed. This continues to create barriers and problems for consumers seeking to terminate online term contracts. On some pages, the button labels differ from the specified wording and in some cases the button is placed at the end of the website with limited visibility.
The VZBV's investigation was carried out using a script that checked websites for possible conclusion of term contracts. A specific search was made for wording that indicated the conclusion of a contract.
Since July 2022, there has been an obligation to have a termination button for long-term obligations that can be concluded online. This should make it easier for consumers to cancel their contracts such as mobile phone contracts, subscriptions, contracts with fitness studios and streaming services.
The poor implementation of the cancel button has an impact on the market and consumers. On the one hand, customer satisfaction is at stake as many consumers have difficulty canceling their contracts online. This also creates a negative reputation for the affected providers, which could deter potential customers. On the other hand, inadequate implementation can also have legal consequences if the providers violate the legal requirements.
According to a report by www.tagesschau.de
Read the source article at www.tagesschau.de