# OPS-042 — Somebody has to own revocations that arrive in conversation

> A documented process must exist for capturing revocations conveyed to customer-service agents, in-store staff or social messages.

- **Rule ID:** OPS-042
- **Layer:** Operational (`OPERATIONAL`)
- **Checks:** `written revocation-intake procedure`
- **Severity:** MEDIUM — Usually survives review, but lowers your trust score or invites manual review.
- **When it bites:** Falls due after approval, once you are live and sending
- **How it is detected:** Human check — only someone holding the document can settle it
- **Fix type:** Wait on an external system or a required interval
- **Required by:** FCC
- **Applies:** Applies to every 10DLC registration.
- **Canonical URL:** https://ekas.io/rules/10dlc/operational/ops-042/

## Why this rule exists

The channels with no technical integration are the ones that fail quietly, because the revocation reaches a person who is not thinking about the messaging programme and has nowhere obvious to put it. A written procedure is what turns that from individual helpfulness into something the brand can show it does — and showing it is the point, since these are precisely the revocations a complainant will say they made.

## How to fix it

Write down, in the place staff actually look, what to do when somebody asks to stop receiving texts: which field to set or which address to forward to, and by when. Train it once and keep the training record. Done when a new starter can find the answer without asking.

## Example of a compliant value

```text
Support runbook: "If a customer asks to stop texts, set SMS Opt-Out on their account before ending the contact. Do not promise a timescale — it takes effect the same day."
```

## Check this yourself

**Could a new starter find out what to do when a customer asks them to stop the texts, without asking anyone?**

1. Write it down where staff actually look: which field to set or which address to forward to, and by when.
2. Train it once and keep the training record — the same filing cabinet as the internal do-not-call training record.
3. Test the question on someone who joined recently.

*What wrong looks like:* The revocation reaches a person who is not thinking about the messaging programme and has nowhere obvious to put it. These are precisely the revocations a complainant will say they made.

## Notes

A procedure inside the brand, which we never see. What the user has to do is write it and keep evidence that staff were trained on it; OPS-107 covers the training record for the internal do-not-call list, which is the same filing cabinet.