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Handle a customer's request to delete their data

A request to delete personal data has a legal and a human side. The customer wants to know it is done, and you need to be sure the right person asked and that you remove what you must and keep what you have to. This guide covers a clear, calm process that does both.

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Confirm who is asking

Check the request comes from the account owner or a verified contact before you delete anything. Reply to the address on file, or ask a question only the account holder can answer. Deleting for the wrong person cannot be undone.

Say what will happen

Tell the customer what will be deleted, what you must keep, such as invoices required for tax, and for how long. Plain language beats a policy link.

Check what depends on the data

Look for active subscriptions, open tickets, shared workspaces or integrations. Offer an export first if they may want a copy, and warn them that deletion is permanent.

Do it within the time you promise

Agree a date, do the deletion and confirm in writing when it is done. Check the rules that apply to you, such as GDPR, for the deadline, and ask a lawyer when unsure.

Remember the places data hides

Ticket history, backups, analytics, email tools and notes in other systems may all hold copies. Keep a short list of where customer data lives so nothing is missed.

Keep a minimal record

Record that the request came in, when it was done and by whom, without keeping the deleted content. That record is your proof if anyone asks.

Questions

Must we delete everything?

Not always. Some records, such as invoices, may need to be kept by law. Tell the customer what you are keeping and why.

What if the customer changes their mind?

Tell them before you delete that it is permanent, and give a short window to cancel the request if your process allows one.

How do we handle a request that comes from a third party?

Do not act on it until the account holder or a legal representative has been verified. Ask for proof of authority.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.