| > What I don’t understand is why some people can’t just reach out and request it — instead of going straight to a chargeback. Customers don't want to "reach out" if it means hunting deep in their account settings to find the cancel button, or calling a number which may or may not lead them through an endless phone tree to waste 5 minutes talking with someone on the retention team reading from a script. People don't remember they signed up. They can't remember how to log in from a different device to cancel. It's easier to use their credit card app to dispute the charge. The company name is different than the product name - even a slight difference may indicate a scam, like all of these highway toll scams using a slightly different domain name. A worker or family member signed up using someone else's card, and that person has no idea what the charge is for. People expected one thing from your SaaS product, and got something else that they are not willing to pay for. They rarely check or read their email. Your account reminders are going straight to spam. The communications around the product, pricing, or requirements was lacking. |
When I click that button, the recurring payment is automatically canceled, and the SaaS company can check that and know that I unsubscribed. Or something along these lines.
There is already a power-asymmetry between consumers and companies. This should not extend to unsubscribing. Here, the consumer should have all the power.