REASONBACKDocs

Data requests and deletion

Answering a customer who asks for their data, erasing it, and what happens when you leave.

A customer asks for their data

Shopify passes the request to us. You have 30 days to answer.

  1. 1The customer asks your store (in Shopify) for the data you hold on them.
  2. 2REASONBACK receives it and alerts the owner and admins. This alert can’t be muted. The request appears at the top of Integrations with a countdown. It turns red with 5 days left.
  3. 3Click Download data. You get one file with everything REASONBACK holds on that customer: their orders and items, return requests, timelines, comments, photo list and messages sent.
  4. 4Send it to the customer (or keep it, if Shopify asked you to), then click Mark answered. REASONBACK records who answered.

Customer data requests

A customer asked Shopify for the data REASONBACK holds on them. Download it and keep it (or send it to them) within 30 days, then mark it answered.

Nour Hassan · nour@example.com

12 days left · due 14 Oct

Click Download data first.

Try it: Mark answered only works after Download data, like in the app.

The file includes orders Shopify listed for that customer, plus any others in REASONBACK with the same email or phone, so nothing is missed.

A customer asks to be erased

This happens automatically. You don’t need to do anything.

Erased

  • Name, phone, email and address on their orders.
  • Their notes, and the pickup address and phone on their requests.
  • Their photos. The files themselves are deleted, not just hidden.
  • The InstaPay or wallet number, the transfer reference, and the proof-of-transfer files.
  • Who emails were sent to.

Kept, without anyone’s name on it

The return itself and its timeline stay: what came back, when, and how much was refunded. That’s your stock and money record, and it no longer identifies anyone. The governorate stays too, because it identifies nobody and your fee history needs it.

One thing to know

Your team’s comments on a request are your own notes, so they stay. Don’t write a customer’s phone number, address or other personal details in comments.

When you leave

What happens after you uninstall REASONBACK from Shopify.

  1. YOUUninstall the app in ShopifyShopify → Settings → Apps
  2. RIGHT AWAYAccess deletedOur keys to your store are deleted. Nothing more is read from Shopify.
  3. ABOUT 48 HOURS LATERCustomer details erasedShopify tells us to erase your store’s data. Every customer’s details are erased, the same way as above.
  4. WHAT STAYSNameless recordsReturn records without anyone’s personal details.
Disconnect Shopify (in REASONBACK)
Deletes our Shopify access keys straight away and stops syncing. Your data stays in REASONBACK until you also uninstall the app in Shopify, or ask us.
Disconnect Bosta
Deletes your saved Bosta API key straight away.