Honour opt-outs however the customer words them

Fields

• Channel
• Our message they replied to
• Reply

Questions

1. Does the reply ask us to stop sending some or all messages? Yes / No

   Read the reply in light of the message it answers. Count any wording that makes the wish to stop clear, such as "stop", "remove me", "no more of these", "wrong number, don't text", "leave me alone", "take me off your list", or insults that demand no contact. Do not count a complaint about the content alone, or a stop word used in another sense, such as "can't stop buying these". Yes: The reply asks us to stop some or all messages. No: The reply does not ask us to stop anything.

2. If the reply asks us to stop, which messages does it ask us to stop? Choice

   Pick the scope the reply asks for. When the reply asks to stop but is not clear how far the stop goes, choose All messages. Choose No stop request when the reply does not ask us to stop anything.

   • All messages Stop everything from us, on every channel.
   • This channel Stop texts, or stop emails, on the channel the reply came from, with no objection to other channels.
   • Marketing only Stop offers and promotions, but keep order, delivery, appointment or account messages.
   • One series or topic Stop one named series, product, store or event, and nothing wider.
   • No stop request The reply does not ask us to stop any messages.

3. Is it unclear from the reply whether the sender wants messages to stop? Yes / No

   Look for sarcasm, a question about how to stop, a condition such as "stop unless you can match the price", mixed signals, or text in a language you cannot read with confidence. Yes: A person would need to read the reply to know whether the sender wants messages to stop. No: The reply clearly asks to stop, or clearly does not.

4. What is the reply mainly about? Choice

   Pick the one option that best describes the reply. If the reply asks to stop any messages, choose Opt-out request, even when it also asks or complains about something else.

   • Opt-out request The reply asks us to stop some or all messages.
   • Question or request The reply asks something or asks for something that needs an answer from us, and does not ask to stop.
   • Interest The reply wants to buy, book or learn more.
   • Complaint The reply is unhappy with us, an order or the messages, without asking to stop.
   • Wrong person The reply says we reached someone other than the intended person, without asking to stop.
   • Automated reply An out-of-office, an auto-responder, or carrier or bounce text.
   • Acknowledgement Thanks, ok, an emoji, or nothing else to act on.

5. Does the reply say we reached the wrong person? Yes / No

   Count a sender who says they are not the person named, or that the intended person has moved, died, left, or no longer uses this number or address. Yes: The reply says our message reached someone other than the intended person. No: Nothing in the reply says we reached the wrong person.

6. Does the reply say the sender never signed up or never gave permission to be contacted? Yes / No

   Count "I never signed up", "I never gave you this number", "who is this?" said as a denial, and "I don't know who you are". Yes: The reply says the sender never agreed to our messages or does not know us. No: The reply does not deny signing up.

7. Does the reply say the sender has asked us to stop before? Yes / No

   Count "third time asking", "I already unsubscribed", "I told you last week", "how many times do I have to say this". Yes: The reply says an earlier request to stop was made. No: The reply does not mention an earlier request to stop.

8. Does the reply mention a lawyer, a lawsuit, a regulator or a spam report? Yes / No

   Count a lawyer, suing, the TCPA, the FCC, the FTC, a state attorney general, the ICO or another data protection authority, or reporting us as spam. Yes: The reply mentions legal action, a regulator or a spam report. No: None of these is mentioned.

9. Apart from any request to stop, does the reply raise a question or problem a person should answer? Yes / No

   Count a question about an order, a delivery, a charge, an account or a booking, or a problem the sender wants fixed. Yes: The reply contains a question or problem a person should answer. No: Beyond any request to stop, there is nothing to answer.

10. Is the reply abusive or threatening toward the company or its staff? Yes / No

    Swearing out of frustration alone is not abuse. Count insults aimed at staff, threats of harm, or hateful language. Yes: The reply is abusive or threatening. No: The reply is not abusive, even if it is blunt or annoyed.

Lens columns

revokes_consent, revokes_consent_probability, stop_scope, stop_scope_probability, stop_request_unclear, stop_request_unclear_probability, reply_kind, reply_kind_probability, wrong_recipient, wrong_recipient_probability, never_consented, never_consented_probability, says_asked_before, says_asked_before_probability, legal_or_regulator, legal_or_regulator_probability, needs_human_reply, needs_human_reply_probability, abusive, abusive_probability