In October, the FTC announced a “click to cancel” rule that requires businesses to make it as easy to cancel a subscription as it was to start it. The rule goes into effect in April 2025.
The Philadelphia Inquirer has a long way to go before it’s in compliance. This UX professional just tried to cancel a six-month introductory subscription. ARGGHH. I have to telephone. On east coast time. I’m on the west coast.
Notice that the subscription information fails to note when the six month term began or ends. The good news, I think: there is no credit card on file, so I don’t see how the paper could automatically charge me $21.96 every 4 weeks. (I checked email.)
There is also no way to manage the subscription here or under the “Manage Account” tab.
Instead, the web team is relying on an old-fashioned FAQ process to guide users rather than integrating answers where the questions would rationally arise.
Subscription management is on the top row. But actual management (cancel, suspend, extend) is below the fold on the next page.
There’s the rub. Make. A. Phone. Call.
But not until after scrolling.
I understand why the times are east coast: someone doesn’t think that the Inquirer has chops to be a national publication. (That person or persons would be wrong, if only because of Will Bunch, one of the best political columnists in the country.)
The Inquirer is three months into a six-month window to fix their subscription cancellation user experience.
I’ve told them via their comment form that they are on the verge of breaking the law. We’ll see if they cancel my subscription without making me call Philadelphia. They’ve promised to respond in 48 hours. It’s 2 pm Pacific on Saturday. Stay tuned.
Addendum for accounting-driven decision makers: I’d pay $1 a week just to read Will Bunch if that came with unlimited gift shares.
