Help CenterHelp Center / Storefront experience · Concept
How a customer downloads their data or deletes their account from your store, and what you see in the panel.
The customer account can include a Privacy page titled "Privacy and your data". From it a customer can get a copy of their data or ask for their account at your shop to be deleted, without writing to you.
The page is switched on by the platform, not by a setting in your panel. If customers do not see Privacy in their account, ask support.
The customer selects "Request a copy of my data". The page explains that a ZIP file is prepared with their profile, addresses, orders, wallet and reviews at your shop.
The page reads "We are preparing your file. You can leave this page — it will be here when it is ready."
The page reads "Your file is ready." with a download button, and "The download link works until …." with a date. After that the customer can request a new copy.
A customer who asks several times in one day reads "You have asked for your data several times today. Please try again later."
The page tells the customer what deletion means:
If something is still open, such as an order in progress, the page lists it under "Before you can delete your account", with links to the orders.
A customer with a wallet balance must tick "I give up my wallet balance of …." The page explains that the balance cannot be refunded or recovered, and that they can spend it first.
Under "Confirm it is you" a one-time code is sent to the customer's mobile number. They enter it and select "Delete my account".
The page reads "Your account is scheduled for deletion" with the date. Until then the account works as usual and the customer can select "Cancel the deletion".
| Customer reads | Cause |
|---|---|
| "We cannot confirm this request online because your account has no mobile number. Please contact the shop to delete your account." | No phone to send the code to. Start the request for them from the panel |
| "This account belongs to shop staff and cannot be deleted here. Remove the staff access first, or contact support." | The login is also a staff account. Remove the staff access first |
| "Your account is being deleted. This can no longer be cancelled." | The period to change their mind has ended |
Each request appears under Customers › Privacy requests. See Privacy requests. To start a request for a customer who asked you directly, see Start a privacy request for a customer.