Privacy (GDPR)
When reviewers withdraw their consent
Anyone who leaves a review through your form agrees to its publication and, under the GDPR, can withdraw that consent at any time. Mocha then takes the review out of all widgets and keeps a record of the withdrawal.
How reviewers get the withdrawal link
Before sending, reviewers confirm your consent text with a required checkbox. Below it, the form explains that Mocha stores the time, IP address and browser user agent as proof, and that entering an email address brings a confirmation with a withdrawal link.
After sending, everyone who entered an email address receives a confirmation on behalf of your space, in the space language. It contains the review, the name as it will appear in public, the version and wording of the consent text, and a "Withdraw consent" button. The link only works for that one review and stays valid for five years.
What reviewers see
The link opens the "Manage consent" page with your logo and accent colour, in the language of your space. It shows the review, the date consent was given and the version of the consent text. After "Withdraw consent", Mocha asks once more; only "Yes, withdraw" completes the withdrawal.
The page then confirms the withdrawal with its date. At the bottom it shows your contact address: the space's notification email or, if none is set, your account email. To show a practice address there instead, enter it under "Settings" in "Notification email".
What happens after a withdrawal
- The review gets the status "Withdrawn" and disappears from all widgets. Because widgets cache reviews briefly, this can take a few minutes. If it was featured, that is removed.
- The withdrawal is final. Approving, rejecting and featuring are no longer possible; the menu only offers "View details" and "Delete".
- Mocha does not delete the review but keeps it as a record that, and when, consent was withdrawn. In the consent log it is listed with the status "withdrawn" and the withdrawal date.
- You receive an email with the subject "Consent withdrawn: review by" followed by the reviewer's name. If you have used the review outside Mocha, in a leaflet for example, remove it there yourself.
Record a withdrawal yourself
If someone withdraws by email, by phone or at your front desk, record it in the dashboard:
Open the review
Find the review under "Testimonials" with the search box and open it by clicking the excerpt or choosing "View details".
Click “Record withdrawal”
In the "Consent" section, click "Record withdrawal". Mocha explains that the review will be removed from all widgets and archived with the time of withdrawal, and that this can't be undone. Confirm with "Record withdrawal".
The details then show "Withdrawn on" with "entered by you", or "by the reviewer" for withdrawals made through the link. Imported reviews have no consent recorded through the form, so the button is missing for them; remove them with "Reject" or "Delete".