The Norwegian Consumer Council files a legal complaint against Amazon for breaches of the Unfair Commercial Practices Directive, regarding the the cancellation process for Amazon Prime.
April 4, 2023
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Finn Myrstad & Øyvind H. Kaldestad
The Norwegian Consumer Council’s study analysed the cancellation process for Amazon Prime. The analysis shows that consumers who want to leave the service are faced with a large number of hurdles, including complicated navigation menus, skewed wording, confusing choices, and repeated nudging. Throughout the process, Amazon manipulates users through wording and graphic design, making the process needlessly difficult and frustrating to understand.