Click-to-Cancel Compliance
Overview
"Click-to-Cancel" requirements have cropped up around the world in various forms, with the common thread that each law or rule requires subscription businesses to make their cancellation process as straightforward as their sign-up process. The goal of "Click-to-Cancel" rules is to eliminate complicated cancellation processes for customers.
The core principle is symmetry: if a customer can subscribe with a few clicks, they should be able to cancel just as easily. This means no mandatory interactions with customer service, no complex flows, and no hidden cancellation options.
Cancellations must be processed immediately upon request, with a clearly visible and accessible cancellation option.
Compliance Configuration
Churnkey offers two compliance options to meet different regulatory requirements. You can choose the level of compliance that best fits your business needs.
Single-Click Cancellation Compliance
This option makes your Cancel Flows compliant with French, German, European Union, and US state laws for California and New York. When enabled, customers in these jurisdictions will see a "Cancel Now →" option throughout their Cancel Flow session.
The following regions are currently supported under this compliance option:
| Region | Status | Effective Date |
|---|---|---|
| European Union | Active | Current |
| France | Active | Current |
| Germany | Active | Current |
| California | Active | Current |
| New York | Active | Current |
FTC "Click-to-Cancel" Compliance
While Churnkey is by default FTC-compliant, this toggle provides a maximal solution to support the FTC rule with single-click cancellation support for all US states. This ensures comprehensive compliance across the entire United States.
How It Works
When a customer triggers a Cancel Flow, Churnkey automatically detects their location using browser metadata, billing information, and IP geolocation. Based on your selected compliance settings, the appropriate cancellation options will be displayed to meet regulatory requirements.
Cancel Flow Segmentation
You can target Click-to-Cancel customers specifically using the Will Show Click-to-Cancel Button segmentation attribute. This is a boolean attribute that Churnkey automatically computes from the visitor's jurisdiction and your Automatic Compliance settings, so no additional setup or custom metadata is required.
The attribute is available only in Cancel Flow audiences. It does not appear in Dunning or Reactivation campaigns.
Why segment Click-to-Cancel customers
When a customer is shown the Click-to-Cancel button, they can bypass every step of your Cancel Flow with a single click, skipping past your structured follow-up questions and Final Offer. The Initial Offer is the only step they are guaranteed to see before they can cancel.
For this reason, we recommend creating a dedicated Cancel Flow segment that targets these customers with a more aggressive Initial Offer than your default. Because the Initial Offer is the only retention opportunity you have with this audience, it needs to be compelling enough on its own to interrupt the cancellation. Some examples:
- A deeper discount than the one you use for your default audience
- A longer free trial extension or a free month of service
- A more generous plan switch or pause option
- Copy that acknowledges the customer's intent to cancel and leads with your strongest offer
Creating the segment
- Open Cancel Flows > Audiences and create a new audience (or edit an existing one) for your segmented flow.
- Add a filter for Will Show Click-to-Cancel Button and set the value to
true. - Build the segmented Cancel Flow with an Initial Offer tailored to this audience.
Whenever an end-customer opens the Embed from a jurisdiction where Click-to-Cancel applies according to your Automatic Compliance settings, they will be matched to this segment and shown your more aggressive Initial Offer.
FAQ
How can I track customers who used the Click-to-Cancel button?
You can view customers who used the Cancel Now button in Cancel Flows > Analytics > Activity Stream. These customers will be flagged with their region and "Click-to-Cancel" indicator.
Can I disable the Click-to-Cancel compliance features?
Yes. Both compliance options are enabled by default, but you can manage them in Cancel Flows > Settings > Automatic Compliance. You'll find toggles for both Single-Click and FTC compliance options.
Can I access Click-to-Cancel data via webhooks?
Yes. The usedClickedToCancel field is available in the session's payload when using webhooks. This allows you to programmatically track when customers use the Cancel Now button.
Note: This method requires technical implementation to set up webhook endpoints.
Does the Click-to-Cancel segment work in Dunning or Reactivation campaigns?
No. The Will Show Click-to-Cancel Button attribute is exclusive to Cancel Flow audiences, since the button itself only appears inside the Cancel Flow Embed. The attribute is not available when editing audiences for Dunning or Reactivation campaigns.