Help CenterHelp Center / Customers · Reference
Follow customers' data export and account deletion requests, download an export and cancel a deletion.
Customers can download a copy of their data or delete their account from your website. Customers › Privacy requests lists every such request for your shop.
The page states the rules: requests are answered automatically; a deletion waits so the customer can change their mind (14 days by default); and "You must answer every request within 30 days."
All, Data exports and Account deletions. The All button also shows how many requests are still open.
| Column | Shows |
|---|---|
| Request | Data export or Account deletion, and whether it was started "by the shop" or "by the customer" |
| Customer | Who it is about |
| Status | See below |
| Requested | When it was made |
| Due by | The date you must have answered by |
| Status | Meaning |
|---|---|
| Queued, In progress | Being prepared |
| Ready to download | An export is ready. "Until …" shows when the file expires |
| Scheduled | A deletion is waiting. "Deletes after …" shows the date |
| Completed | Done |
| Expired | The export file is no longer available |
| Cancelled, Failed | Stopped, or could not be finished |
A scheduled deletion can show "Waiting:" with a reason and order numbers. The deletion goes ahead once those are settled, for example an order still in progress.
If any request is past its due date, a warning at the top says how many "are past their 30-day due date."
When an export is Ready to download, select Download on its row. For a request you started, send the file to the customer yourself. The file is available for a limited time (24 hours by default); the row shows until when. Each download is recorded.
While a deletion is still Scheduled and nothing has been erased yet, select Cancel and confirm "Cancel this deletion request?". You see "The deletion was cancelled." Use it when the customer changes their mind.
The shop owner also sees Delete now on a scheduled deletion. See Start a privacy request for a customer.
A deletion never removes what the law requires you to keep. Orders, invoices and amounts stay, without the customer's name, contact details or address.