CUSTOMER REPORTING US FOR NOT ALLOWING MODIFICATION OR REJECTION OF COOKIES.
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Paul Barr
We have received an email for an individual who has informed us that by not providing an option to modify or reject cookies from our website we are operating outside of GDPR requirements and they feel its is an intrusion of their privacy. They have informed us that they are going to report the matter which we are obviously very concerned about. This is an issue that has been raised on this forum in the past but nothing seems to have been done and we are now in a situation where we could face legal action. It is CRITICAL that get some clear guidance on this matter. thanks
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Scott
Hey Paul Barr as Neil says get a cookie manager installed, as we had EXACTLY the same scenario as you when this all kicked off and didn’t get much help from where we would normally initially as they were playing catch up and had to do the leg work ourselves and then get Citrus Lime to install it. We use Cookie Pro by one trust. Be warned, cookie managers are very over complicated and can do far much more than the likes of you and I ever need and I am an ex dev and platform specialist but found it a bit of a mess to work my way through but Cookie Pro or whoever you go with will help you out if needed. Once it’s set up you can pretty much forget it and cookie pro let us know if things need updating. That may be the solution to go with as after a couple of teething problems Citrus Lime got it going and I know a few that use it so they should know how to implement it.
I hope that helps
Scott
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Scott
And no I don’t work for Cookie Pro!
Neil McQuillan - CEO Citrus-Lime
If you just use the odd third party script its quite easy for the design team to create you a customer consent popup which models the scripts you use, avoiding a monthly fee for a more complex cookie management product.
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Paul Barr
Neil McQuillan - CEO Citrus-Lime thanks Neil that sounds good if the design team could create something. would you be able to elaborate on what the Odd Third Party script would be? we only use the 3 party companies that are managed by your team. Google Analytics, Google Business etc. thanks
Neil McQuillan - CEO Citrus-Lime
Paul Barr We've done this for Working Class Heroes, but in the end they went back to our default consent popup.
Let me look into options for you.
Neil McQuillan - CEO Citrus-Lime
I'm having Steph create a mockup on one of our test sites to see what you think.
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Paul Barr
Neil McQuillan - CEO Citrus-Lime Fantastic Neil Thanks
Neil McQuillan - CEO Citrus-Lime
Paul Barr OK here is the prototype we put together you can see it below.
It was built primarily to improve tracking by forcing a decision point but it has the reject button. It succeeds in that tracking improvement, but not significantly so we didn't take it any further.
Our existing popup
does not set Google tracking cookies unless you click accept
so it is still 'opt in'. The prototype would be an alternative to our standard implementation so I'm interested in peoples thoughts.
For those looking for a more complex solution which allows you to manage tracking cookies for other providers we are like other platforms in that you need to use a third party cookie management platform (CMP) such as CookieYes, that starts from £8 per month and the £25 per month package is pretty good.
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Paul Barr
Neil McQuillan - CEO Citrus-Lime Hi Neil. Thanks for sending that on. It looks like a big improvement. 2 comments we would have is maybe to remove the "5 minute process" comment for the length of time it takes to reject the cookie and if the banner could pop up near the bottom corner of the page and not obstruct the main page. How soon could we get this implemented on our page. i'd be happy to jump on a call with a member of your team. thanks
Neil McQuillan - CEO Citrus-Lime
Paul Barr I've oddly already asked for that change (five minute read) and couple of other tweaks, this implementation does force a decision similar to https://www.johnlewis.com. The A/B testing data showed it didn't result in a decrease in conversion rate and it leads to a small improvement in track accuracy but not enough to justify a platform wide change.
My advice would be (once I've had a few design tweaks implemented including removing the five minute text) is to try it as is an see what the results are. It's not a binary choice, as you can always switch back to the stock popup at a later date.
Personally I also prefer this implementation as well.
No problem on my personal input, I have empathy for everyone who runs a business who encounters regulation as I feel it myself.
Once the design changes are made to the popup I'll have someone get intouch.
Neil McQuillan - CEO Citrus-Lime
Paul Barr What do you make of that now?
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Paul Barr
Neil McQuillan - CEO Citrus-Lime yes that looks good. �
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Ben
Neil McQuillan - CEO Citrus-Lime A useful thread. Going to get this updated in our next design day and see how it performs.
Neil McQuillan - CEO Citrus-Lime
The cookie managers help detect cookies and have you manage them on the site.
Neil McQuillan - CEO Citrus-Lime
Paul,
This is something of a mine field.
We know what cookies we install and if your site is 'plain' Cloud Pos Ecommerce its easy to adjust the cookie dialogue box. However if a customer has added tags which add third party cookies we cannot be sure that the cookie consent is correct which is why we have the 'you have to accept cookies', its not fully compliant but its better than what looks like a full cookie setup which is then 'unintentionally lying' as our customers have altered the cookies on the site, we are trying to have something which works for the size of our typical businesses and their level of inhouse knowledge.
Our larger customers tend to install a cookie manager which allows them to curate cookies into groups so they can control exactly what is loaded when each cookie selection is picked which is the easiest way to move forwards in the short term. We can install these for you and there are loads of options, I can have someone reach out to try and help you with options if that is useful.
An example third party cookie manager. https://www.paulscycles.co.uk/
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Beckie
Neil McQuillan - CEO Citrus-Lime I added cookiepro and it killed our sales, probably not set up properly. But I won't do it again unless I know the system will work properly from the off. It needs to be a Citruslime standard option for me to have any faith in it. Pete
Neil McQuillan - CEO Citrus-Lime
Pete,
Indeed the external fully compliant cookie managers due reduce the level of sales, but not typically massively, you definitely get a lot more untracked sales. I had a meeting with our MP about this area, and its complexity for SME's but was basically told the bureaucracy was too complex to change despite the fact its an EU piece of legislation.
Our basic cookie system does not allow explicit opt out however you don't need to accept it, and if you don't we don't set any ad tracking cookies, the whole piece needs like you said a better solution from us, but we really risk getting ourselves in trouble if customers add cookies without involving our team hence our currently 'cowards' approach of suggesting an external cookie management system.