Process a Right to be forgotten request

Learn how to process a right to be forgotten request for one of your customers.

Overview

Under the GDPR, contacts can ask for all the data you store on them to be deleted - this is known as a Right to be forgotten request. We’ve designed the platform to let you process these requests efficiently.

Depending on what data you have on a contact, affects how you process the right to be forgotten request. Use these sections to delete a contact entirely from various areas of the platform:

Delete email contact data

To delete all data for an email contact:

  1. Go to Email > Contacts > My contacts.
  2. Select the All contacts address book.
  3. Find the contact you want to delete.
    Enter their name in the search bar to do this quickly.
  4. Select the check box next to the contact.
  5. Expand the More actions drop-down menu and select Delete from account.
  6. Read the confirmation message, and to confirm, select the confirmation check-boxes and select Delete.
    Once you delete a contact, we move the contact to the recycle bin for 30 days. After 30 days, all of their data is permanently removed.

Only admin users can access the recycle bin

To go to the recycle bin, select Settings, and then select Recycle bin. In the recycle bin, you can permanently remove selected items, empty the entire recycle bin, and recover deleted contacts.

Delete contact data from Pages and forms

To delete the data for a contact from Pages and forms:

You must repeat for all of your forms to find out which ones your contact has responded to.
  1. Go to Pages and forms > Reporting.
  2. On the Reporting page, find the form you want to view and select the number in the responses column.
  3. Select the Responses tab, to view all your responses by email address.
  4. Enter the name or email address of your contact into the search box.
    If the search returns results, you must export the survey results. If the search returns no results, then you can move to the next survey and search that.
  5. Select the red cross to the far right of any results returned for the contact.
  6. Select Yes.
  7. On the confirmation message, select delete.
    This deletes all of the data held in a single survey for the contact.


Delete contact data from SMS

To delete the data for a contact from SMS:

  1. Go to SMS > Contacts.
  2. Enter the contact’s phone number in the search box.
  3. Select the check box next to the contact.
  4. Expand the More actions drop-down menu, and select Delete from account.
  5. Select OK to confirm.
    This deletes all of the data held in this area of the platform for the contact.


Delete contact data from Transactional email

To delete the data for a contact from transactional email:

  1. Go to Transactional email.
  2. Select Show successes only.
    You must also repeat this process a second time and select Show failures.
  3. Enter the contact's email address into the search box.
  4. Select the check box or boxes next to the contact.
  5. Select Delete.
  6. On the confirmation message, select Delete.
    This deletes all of the contact’s data in the transaction email section.

Delete contact data from Surveys & forms

To delete the data for a contact from surveys and forms:

You must repeat for all of your surveys to find out which ones your contact has responded to.
  1. Go to Surveys & forms and select the Reports icon next to a survey.
  2. On the Survey report page, select the Responses tab.
  3. Select the drop-down menu next to the search box and select Include complete and partial responses to ensure you get all data submitted.
  4. Enter the name or email address of your contact into the search box.
    If the search returns results, you must export the survey results. If the search returns no results, then you can move to the next survey and search that.
  5. Select the red cross to the far right of any results returned for the contact.
  6. Select Yes.
  7. On the confirmation message, select delete.
    This deletes all of the data held in a single survey for the contact.
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