Introduction

In compliance with Germany’s "two-click cancellation" law (effective July 1, 2022), consumer-facing businesses must make it easy for customers to cancel subscriptions online. The law requires a clearly labeled, always-accessible cancellation button on the website, leading to a confirmation process that validates the cancellation.

circuly helps you fulfill these legal requirements while streamlining the cancellation workflow for both your business and your customers.

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Feature Overview

The two-click cancellation process consists of:

• A visible cancellation button on your website (created and maintained by you)
• A confirmation flow (hosted and managed through circuly’s Customer Self-Service Portal)
• A legally compliant cancellation notice with confirmation email
• Optional configuration of pickup dates, auto-cancellation, and return workflows

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Process Overview

Here’s how the two-click cancellation process works using circuly:

• Customer clicks the cancellation button on your website.
• They are redirected to the Customer Self-Service Portal, where they log in.
• The “Cancel subscription” button appears under their active subscriptions.
• Clicking this button opens the confirmation page, where the customer selects:
  • Cancellation type and reason
  • Optional message
  • Optional pickup date
• The customer submits the request.
• circuly sends a confirmation email, sets statuses, and (optionally) triggers the return workflow based on your settings.

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Step-by-Step Setup Guide

1. Add a cancellation button on your website

Create a visible, always-accessible button labeled “Cancel Subscription” that links to the Self-Service Portal login page.

2. Configure cancellation options in the circuly Hub

Enable the cancellation button in the portal

• Go to: Settings > Self-Service Portal  > Features
• Disable the switch for "Hide cancel now"
  → This makes the "Cancel subscription" option visible in the portal.

Enable auto-cancellation (optional)

• Go to: Settings > Self-Service Portal > Cancel options
• Enable the "Auto cancel subscription" switch
  → This skips the minimum duration period and sets the subscription to "pending return" immediately.

Enable pickup date selection (optional)

• Go to: Settings > Self-Service Portal > Cancel options
• Enable the switch for "Pickup date"
• To make it mandatory, also enable "Require pickup date"

Add cancellation reasons

• Go to: Settings > Subscription > Cancellation reasons
• Click the "+" icon to add reasons under Normal and Extraordinary cancellations
• Provide translations if applicable

3. Add email addresses for customer support

Support email (shown in the portal)

• Go to: Settings > Self-Service Portal > Company Information
• Enter an address in Support email address

Customer care email (receives cancellation notices)

• Go to: Settings > Company Settings > Base setup
• Enter your team’s address in Customer care email address

4. Customise the confirmation email

The “Subscription Cancellation Received” email is sent to the customer after submitting their request. You should:

• Add brand styling and return instructions (especially if using auto-cancel)
• Edit the template in the Email Templates section of the circuly Hub

What Happens Next

What circuly does after a cancellation depends on your settings:

If Auto Cancel is Enabled

• Subscription status changes to pending return
• Triggers the return workflow
• Turns off auto-renew
• Sends Subscription Cancellation Received email only (no “almost over” email)

Once the product is returned, mark it as returned in the Returns tab to end the subscription and stop recurring payments.

If Auto Cancel is Disabled

• Subscription remains active but is tagged cancelled by customer
• Auto-renew is turned off
• The cancellation takes effect after the minimum subscription period
• Customer receives:
  • Subscription Cancellation Received email
  • Subscription almost over email (before the end date)

When the product is returned, mark it as returned to stop recurring payments.