Somebody has to own revocations that arrive in conversation

The requirementstatement

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

Severityseverity: MediumMEDIUMUsually survives review, but lowers your trust score or invites a manual look you would rather avoid.
When it bitesphase: After you are livepostFalls due once you are sending: STOP handling, quiet hours, suppression, record retention.
What is checkedobject: written revocation-intake procedure
Where it liveslayer: OperationalOPERATIONAL
How Ekas settles itdetectability: Human checkHUMAN; Only someone holding the document or making the call can settle it. Ekas tells you exactly what to look at.
What the fix involvesfailureClass: Wait on someone elseTERMINAL_EXTERNAL; Needs an external system or a waiting period, such as IRS propagation, a vetting result, or a carrier queue.
Who requires itauthorities: FCC
When it appliesapplicabilityText: Applies to every 10DLC registration.

Why this rule existsrationale

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 itremediation

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.

A compliant exampleexample

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 yourselfattestation

No tool can settle this one for you. Here is the check, and what wrong looks like.

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

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

Notesnotes

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.

Rules you will hit next

Other operational rules at the same severity. A registration is judged as a whole, not rule by rule.

OPS-032A help request containing a stop-word is not an opt-outMediumMEDIUM OPS-050The opt-out confirmation is worth sending inside five minutesMediumMEDIUM OPS-051Only ask which messages to stop when there is more than one kindMediumMEDIUM OPS-057Log the sends you did not makeMediumMEDIUM OPS-062An opted-out consumer must be able to come backMediumMEDIUM OPS-063Opt-out records must not be shared onwardMediumMEDIUM

All operational rules

OPS-042 is one of 139 operational rules in the 915-rule 10DLC registry. Free to cite under CC BY 4.0.