Cancel

Speed up customer service and lower operational costs with subscription cancellation

Introduction

The Cancel product enables users to cancel their subscriptions for a range of Merchants. The journey can be reached from multiple entry points within the bank application to increase adoption and usage of the service.

How it works

Cancel utilizes a range of different methods to deliver a seamless user journey. Method used is based on an algorithmic approach that looks at the merchant in question, their own rules around cancellations and the most preferable method from a customer KPI perspective. Methods used are Merchant Outreach, Intelligent Guide, Block Payments, and Merchant API which are all further described below.

Minna Technologies recommend to use these independently from each other and not using multiple methods for the same cancellation.

Merchant API

The Merchant API journey delivers a one-click experience that performs the cancellation in real-time. When entering the journey the user will need to add further details about the subscription in order for Minna Technologies to perform the cancellation. Merchant API is our most sophisticated cancellation method and performs cancellations in real-time. By integrating with the merchants subscription management system we are able to provide a real-time response to a cancellation request. The product support notifications through either push notifications (Either through the Insights, or through Webhooks) and emails.

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Merchant API User Journey

Merchant Outreach

The Merchant Outreach journey is seamless and easy for the user to go through. Similar to Merchant API, when entering the journey the user will need to add further details about the subscription in order for Minna Technologies to perform the cancellation. Common data are username / email address, user delivery address, phone number, etc. By continuing the user sign a narrow agreement giving the authority for Minna Technologies to perform the cancellation on behalf of the user. Agreement is referred to as Power of Attorney or Agency Agreement depending on market. Minna Technologies will update the status of the cancellation as a response is received from the Merchant. The product support notifications through either push notifications (Either through the Insights, or through Webhooks) and emails.

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Merchant Outreach User Journey

Intelligent Guide

Intelligent Guide enable users to easily enter the Merchant cancellation flow. Intelligent guide provides real time feedback for the user and catches the user in the right moment when they are walking through their subscriptions.

When the consumer presses the cancel button on the e.g. transaction list, the user will be directed to the Merchants' self-service cancellation page, where the consumer can cancel the subscription by clicking the cancel button provided on that page. The user will therefor leave the mobile bank application when performing the cancellation but will get a nudge next time they see the subscription in order for them to set it to a correct state.

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Intelligent Guide User Journey

Block Payment

Block Payment methodology is based on cancelling future payments to a specific Merchant. This is extremely efficient with auto renewal subscriptions paid by debit or credit cards. The method will itself not cancel the contract in realtime, but for many popular subscriptions the contract will be cancelled as the subscription will stop to auto renew. Minna Technologies works together with VISA and Mastercard to provide this method.

The user journey is distinguished by its easy steps with no extra information needed for the user to provide. For Minna to execute the payment block PAN, CAID, Merchant Name and/or Acquirer ICA needs to be provided.

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Block Payment User Journey


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