Posted by , . Filed under Forced Continuity, Roach Motel.

Stamps.com allows customers to sign up for a one month free trial which rolls over in to a paid subscription automatically and silently. If a customer then attempts to cancel their subscription, they are required to go through an arduous user journey to cancel. Firstly request to cancel via a comment form followed by the requirement to contact a help centre.

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What should have happened:

  1. Stamps should have made it clear what the customer was going to get charged and when. The customer should have to opt in to full paid membership as opposed to being forced to opt out.

  2. Once the customer has paid, it should be clear and simple what they need to do in order to cancel the membership. Fobbing them off with a physical number to call which in turn is difficult to get through to is forcing the customer down a dead end.