At the heart of the Federal Trade Commission’s case against Amazon, now at trial, are two common consumer frustrations: unwanted renewals and impossible cancellations. The government is arguing that these were not accidental annoyances but the core features of a deliberate and illegal business strategy.
The issue of unwanted renewals stems from the “dark patterns” allegedly used at checkout. The FTC claims these designs led to millions of unintentional sign-ups for the Prime service, which then automatically renewed, costing consumers $139 each year until they could navigate the difficult cancellation process.
The “impossible cancellations” are personified by the “Iliad” process. The FTC is presenting evidence of a “labyrinthine” system that it says was designed to be so difficult that it would maximize the number of billing cycles a customer went through before successfully unsubscribing.
By focusing on these relatable, kitchen-table issues, the FTC is aiming to build a case that resonates with the jury and the public. The lawsuit seeks to translate the technical jargon of “dark patterns” into the real-world harm of a credit card charge for a service you never wanted.
Amazon will counter by arguing that its renewal and cancellation processes have always been compliant with the law. The company will likely present data showing that many customers successfully manage their subscriptions, suggesting the process is not as impossible as the FTC claims.