A message requiring users to click a link to find phone number and contact hours in order to cancel the service

Source: Constant Contact

The desire to keep one’s customers is understandable, but kidnapping them is unacceptable.

This sort of message – forcing customers to make a phone call to cancel an account – is particularly hostile to customers in incompatible timezones. Making it difficult to terminate a relationship may be perceived as manipulative and disrespectful.


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