If they joined online, let them cancel online

If a California customer signs up online, the state's Automatic Renewal Law says they must be able to cancel online, at will, with no steps that obstruct or delay it. A save offer is fine, as long as a clear cancel option sits right beside it.

The easy win is making that path findable. When we checked the public pages of 27 subscription sites this month, 11 had no cancel or manage-billing link we could find.

Quick fixes:

• Put a "Manage or cancel" link in your account menu.
• Link it from renewal and receipt emails.
• Keep the cancel button on the first screen, with any offer next to it.

Sources: California Attorney General's consumer alert and Bus. & Prof. Code § 17602.

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