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Resources / E-commerce & D2C

When the call goes wrong,
it rarely stays on the call.

Public cases from e-commerce & d2c where what customers were told, or weren't, ended in fines, bans or headlines.

AmazonSep 2025

Prime sign-ups customers didn't intend, and a cancellation made hard

$2.5bn: $1bn penalty and $1.5bn in refunds

The FTC alleged customers were enrolled in Prime without clear consent and that cancelling was made deliberately difficult. Amazon settled without admitting wrongdoing and must now offer simple cancellation.

Listen for on your calls

Cancellation requests that are deflected instead of processed.

E-commerce & D2CCustomer support
Read on Claims Journal ↗

Summaries are our own reading of the linked reports. Amounts and outcomes are as reported at the time; some companies settled without admitting wrongdoing. These cases are listed to show what is at stake on customer calls, not to suggest any particular tool would have prevented them.

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