Consent records
PreviewWhat consent to collect at checkout, how long it lasts, and the record RowCall keeps with every call.
Service calls need the shopper's explicit consent. In practice you collect it on your checkout or order page, and send it to RowCall with each run. RowCall stores it with the call and refuses the call when consent is missing or expired.
What good consent looks like
- Asked, not assumed. An unticked checkbox or a button the shopper chooses, never a pre-ticked box.
- Specific. It says the shopper may get a call about this order, for example: "Call me if my order doesn't go through."
- Recorded. You keep the exact wording, the time, the page and the order it belonged to.
How long it lasts
RowCall treats service consent as valid for 7 days from when the shopper gave it, and refuses service calls with older consent. This is RowCall's rule and may be stricter than the law requires. A new order, or the shopper agreeing again, starts a new 7-day window.
What you send with a run
Every run for a service flow carries a consent object.
| Field | Type | Required | What it holds |
|---|---|---|---|
text | string | Yes | The exact words the shopper agreed to |
capturedAt | ISO 8601 time | Yes | When they agreed |
source | string | No | Where: checkout, order_page, support_chat |
reference | string | No | Your id for the consent event, such as the order id |
"consent": {
"text": "Call me if my order doesn't go through",
"capturedAt": "2026-10-11T09:30:12Z",
"source": "checkout",
"reference": "order-1042"
}RowCall doesn't require consent for transactional flows, which it places only within 30 minutes of the shopper's own transaction. That window is RowCall's rule. Sending consent anyway does no harm and helps if a question comes up later.
What RowCall keeps
With every call, RowCall stores the consent record you sent, the call type, the number used, the disclosure line as spoken, and the recording. In the call detail you can download them together as one consent bundle.
When a complaint comes in
If a shopper complains to their operator, the operator asks for proof of consent and sets a deadline. When RowCall asks you for a consent bundle, send it within 2 business days so we can answer in time.
Find the call
Search Calls by the shopper's phone number or your order id.Download the consent bundle
It holds the consent text, time and source, the call type, the number and the recording.
Send it to us
RowCall answers the operator for calls placed from our numbers. Send the bundle through Contact and we reply to the operator within the deadline.
How every call opens.