eBusiness Contact Tracking Control - FTC Mandate Paige Freeman March 25, 2025 19:44 Updated The Federal Trade Commission has announced a “click-to-cancel” rule that requires sellers to provide an easy way for consumers to cancel their memberships and/or subscriptions. There must be a way to cancel that’s as quick and easy as it was to sign up initially, and customers that signed up online must be able to cancel online as well. The deadline to implement this control and remain compliant is May 14, 2025. To meet FTC “click-to-cancel" mandate requirements, Personify has developed a Contact Tracking web control that can be used on your eBusiness site. The Contact Tracking control allows customers to contact your organization from your eBusiness site and have a contact tracking record created in ThreeSixty. Customers can use the control to send cancellation requests for memberships or subscriptions they have purchased online. After setting up the Contact Tracking control, users will see a page similar to the one displayed below. The user can select a Topic and a Subject, then enter their request information in the Comments section. After filling the fields and selecting Submit, a message will display that the request was submitted successfully. After submitting, a contact tracking record is created in the ThreeSixty application with the selected Topic, Subject, and Comments. Back Office Settings System Types and Codes The following system types and codes need to be configured in order for the Contact Tracking control information to display correctly on the eBusiness website. MRM CALL_TOPICThe topic of the contact record. To set the Topic field values, enter the appropriate codes for the type. To set the Subject field values, enter the appropriate codes for the subcode. You must web-enable the desired options you wish to display online within the Contact Tracking control. MRM CALL_TYPEThe type of contact you sent or received. For example, Phone Inbound or Email Outbound. Call Center Staff Assignments (MRM000C) You can leverage the Call Center Staff Assignments screen in the Desktop application to automatically assign created contact tracking records to desired staff members based on the selected Topic and Subject. In the example shown above, if a customer selects a Topic of Membership and a Subject of Membership Benefits within the Contact Tracking control, the contact tracking record will be automatically assigned to Rob Spike. Web Settings It is up to each client to determine the appropriate location of this page, and to create the menu item that will lead web users to this page. This a standalone control, which means that it has its own individual value and does not require another control in order for it to function. To configure the web settings for the Contact Tracking control: Add the "ContactTracking" control to the desired page. The following Control Settings display, as shown below. For a detailed description of each setting, please see the table at the bottom of this article. Configure the control settings, as necessary. See below for a detailed description of each setting. Select Save. Parameter Description Additional CSS Class For Control This option allows you to add additional layout to the skin by developing a new DOTNETNUKE style, which requires an advanced understanding of HTML and CSS. Cancel Caption This field allows you to set what the caption on the Cancel button should say. The default value is Cancel. Cancel URL The location the user will be returned to upon selecting the Cancel button. If this field is left blank, selecting Cancel will return the customer to the My Account page. Comments Caption This field allows you to set what the caption above the Comments free text field should say. The default value is Comments. Default Contact Type This field allows you to define a default Contact Type for the created contact tracking record. The values are based on the non-fixed MRM "CALL_TYPE" system type. This is the type of contact you sent or received. For example, Phone Inbound or Email Outbound. If this field is left blank, the Contact Type will default to "Phone Inbound" when the contact tracking record is created. Default Staff Assigned This field allows you to define a default staff member that should be assigned to contact tracking records created from the control. If a value is set in this field, it will override any default staff assignments set up on the Call Center-Staff Assignments screen (MRM000C). If this field is left blank, the Staff Assigned value will default to "Webadmin" when the contact tracking record is created. Error Message If left blank and the "PersonifyErrorMessage" does not return a result, the default error message, "An error occurred while performing [Insert Action]. If the problem persists, please contact the site administrator", will display. If you wish to change the default error message, customize it with a PWF parameter. Subject Caption This field allows you to set what the caption above the Subject drop-down should say. The default value is Subject. Subject Required If this checkbox is checked, the Subject field will be marked as Required. Defaults to checked. Submit Caption This field allows you to set what the caption on the Submit button should say. The default value is Submit. Submit URL The location the user will be returned to upon selecting the Submit button. If this parameter is left blank, the customer will remain on the current page and see the green success message. Topic Caption This field allows you to set what the caption above the Topic drop-down should say. The default value is Topic. Topic Required If this checkbox is checked, the Topic field will be marked as Required. Defaults to checked.