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patio11's profile
Patrick McKenzie
Patrick McKenzie
Patrick McKenzie
@patio11

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Patrick McKenzie

@patio11

I work for the Internet, at @stripe, mostly on accelerating startups. Opinions here are my own.

東京都 Tokyo
kalzumeus.com
Joined February 2009

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    Two-way (sending and receiving) short codes:

    Country Code For customers of
    United States 40404 (any)
    Canada 21212 (any)
    United Kingdom 86444 Vodafone, Orange, 3, O2
    Brazil 40404 Nextel, TIM
    Haiti 40404 Digicel, Voila
    Ireland 51210 Vodafone, O2
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    Patrick McKenzie‏ @patio11 11 Jun 2019
    • Report Tweet
    • Report NetzDG Violation

    A thing which few people know: if a company with a subscription business model says "Call XXX YYY ZZZZ to cancel", an email to their main customer support address will, in most cases, succeed within ~2 emails if you sound persistent.

    1:05 AM - 11 Jun 2019
    • 11 Retweets
    • 90 Likes
    • Eli Courtwright Restore Aryavarta Franklyn D'souza Zain Markiyan Igor Savelzon Peter Lyons Paul Roales Naren Santhanam
    5 replies 11 retweets 90 likes
      1. Patrick McKenzie‏ @patio11 11 Jun 2019
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        This follows pretty automatically from the microeconomics of call centers and the existence of chargebacks as a dispute resolution mechanism. "Please cancel." "Can't." "Please have your supervisor confirm that in writing so I can show my bank." "You're canceled have a nice day."

        6 replies 18 retweets 247 likes
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      2. Daniël Klabbers‏ @luceos 11 Jun 2019
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        Replying to @patio11

        Dutch law even demands that "Consumers must be able to cancel their agreement in exactly the same way as they signed up for them.". Demanding a phone call when subscribing is done digitally isn't, as such, allowed.https://business.gov.nl/regulation/automatic-renewal-subscription/ …

        1 reply 1 retweet 7 likes
      3. Ken Mayer‏ @kennethmayer 11 Jun 2019
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        Replying to @luceos @patio11

        US law is not as consistent, but “15 U.S.C. §§ 8401, et seq., which prohibits certain methods of negative option marketing on the Internet.” You can’t create barriers to unsubscribe. https://app.pacerpro.com/documents/2781398.pdf …

        0 replies 0 retweets 1 like
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      2. Made in Cosmos  💫 Maria Górska-Piszek‏ @made_in_cosmos 11 Jun 2019
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        Replying to @patio11

        I can't believe it's legal to have people sign up for a subscription service online without letting them resign from the service the same way. Things like this make me glad I live in the EU.

        1 reply 0 retweets 6 likes
      3. Ken Mayer‏ @kennethmayer 11 Jun 2019
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        Replying to @made_in_cosmos @patio11

        It’s not legal, it is just difficult to enforce or prosecute. Difficult not impossible, however; cf FTC v. GymPact, inc.

        0 replies 0 retweets 1 like
      4. End of conversation
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      2. Ben Hutton‏ @relequestual 11 Jun 2019
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        Replying to @patio11

        Equally annoying, when a company / service has open DMs on twitter, yet when you message them, they say "please email our support team. We do not do support via twitter" - well why have open DM's if that's the case? =/

        1 reply 0 retweets 3 likes
      3. keerthik「ひきこもり」o‏ @keerthiko 11 Jun 2019
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        Replying to @relequestual @patio11

        several reasons co.s prefer email - social media is run by different folks than support email - your customer account may be tied to your email, not your @, easier to look your account up - email creates a ticket/thread in support channel for them to QA analyse

        1 reply 0 retweets 3 likes
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      1. Timen‏ @TimenBaart 11 Jun 2019
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        Replying to @patio11

        Gracefully ending a customers' subscription is the first step to winning them back. I started to return to several saas products, because I know that when needed I can end the subscription. Value add: worth a) an earlier try (when it's not really necessary), and b) price premium

        0 replies 0 retweets 4 likes
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