Product: All

Article Link: http://help.truecommerce.com/en/articles/5179794-removing-personal-identifiable-information-for-your-customers

At TrueCommerce, we value data privacy. In the event your customers request for their Personal Identifiable Information (PII) to be deleted pursuant to various privacy laws such as CCPA, CPRA or GDPR, we have provided the following guidance in three easy steps.

Step 1 - Remove data on your own.

Step 2 - Data we need to remove for you from the TrueCommerce database.

Step 3 - Third-party applications

Step 1 - Remove data on your own.

For the products listed below, you can actually take care of most or all of this yourself. Look for your product and follow the steps! If you don't see your product listed, please proceed to Step 2 and then Step 3.

Customer Manager

Locate the customer, click Edit > redact the information, delete a photo or delete the entire record.

Note: Be sure to check address(es) and contact(s).

Datalliance

Edit Distributor Contacts to delete or redact PII.

Distributor Setup > Select Distributor > Contacts > Click contact name link > Check Delete box > Click Delete.

Foundry Platform

If the app you use (ex: Scheduling) allows the creation of a Foundry user, you can delete the user if you have security access. If not, please proceed to Step 2 to ensure the user is removed from our database.

Image

Go through the categories and images. Choose the image(s) that might have PII and delete.

Nexternal

If the customer requesting redaction has one or two customer records and has placed five or fewer orders, take the steps below to redact and anonymize the data. If there are multiple records, with multiple addresses each, and more than five orders and/or subscriptions, then per Step 2 you may request that the information be redacted for you.

1. Customers. In the Customer's profile(s), take the following actions:

  • Change the customer's name to: Redacted (first name) Customer (last name)

  • In the main contact info and in every saved additional address, change the Street address to 1 Main St

  • Change the phone number(s) in the main contact info and every saved additional address to 000-000-0000

  • Change the customer's email address to: [email protected]

  • You may delete the customer's credit card info if you wish

Also in the customer record we recommend unchecking the boxes for "Active" and "Mailing List".

2. Orders. In every order the customer has placed, edit the order to change the customer's name, street address, phone number, email address and credit card info as specified above for the product record. (If you delete the cc from an order you will have to change the payment method on the order to invoice, or you can create a custom payment method called "Redacted" which is visible to customer types ranked 200 or higher (so no one will see it).

3. Subscriptions. Cancel any active subscriptions. Then in every Subscription for this customer in the Subscriptions section, edit the subscription ship to and bill to sections to change the customer's name, street address, phone number, email address and credit card info as specified above for the product record. (If you delete the cc from the subscription you will have to change the payment method on the subscription to invoice, or you can select the custom payment method called "Redacted" if you have already created it.

Proceed to Step 3 to address data stored in third-party applications.

Order Manager

From the Orders screen, search for orders for your customer. Edit each order and redact the customer information (name, addresses, email, phone)

Pack & Ship

From the Orders screen, search for orders for your customer.

  • If you want to retain the history, edit each order and redact the customer info (name, addresses, email, phone).

  • If you don't want to retain the history, delete the orders.

Shipment History - If a shipment is in any status other than In Progress, you aren't able to make the changes. Instead, search for completed shipments for that customer and submit a support ticket (follow procedure in Step 2 below) with the shipment numbers that must be redacted.

After a shipment is complete, information gets sent to carriers and if you want the information deleted from there, they need to contact those carriers. (EasyPost doesn't store customer data.)

Address Book - Check here to see if you have any of your customers' addresses stored here. If so, delete them.

Note: Some data is stored in Datahub so reference that section above.

Proceed to Step 2 to ensure remaining data is removed from our database.

Pricing & Rebate (SPR)

Customer data is stored in Customer Maintenance for Deal setups. You can delete or redact this information.

Product Manager

Images stored in Digital Assets might contain PII so check each image and delete accordingly.

Transaction Manager

Customer data is stored in the main tables below. Click on each table for steps on how to delete data.

Note: If you're an integrated customer, be sure to remove any consumer data from your ERP/business system. Additionally, be sure to remove data from shipping software, such as UPS Worldship.

Other actions:

Proceed to Step 2 to ensure remaining data is removed from our database.

Step 2 - Data we need to remove for you from the TrueCommerce database.

For (a) Nexternal platform customers with larger amounts of data to redact/anonymize, (b) Datahub, (c) all products above that reference Step 2, and (d) all other products not listed above, open a support ticket or send an email to [email protected], with a :cc to your TrueCommerce Representative.

Include in your email:

  • Full name of your company.

  • List all TC products for which you are licensed. (To check, click the Navigation Menu icon on the upper left corner. Your products will be listed under Menu in the flyout window.)

  • Name of the customer for whom data must be deleted. Note that you may have more than one customer with the same name. You must provide us with enough information to know which customer’s data we need to delete. Include identifying information like email or phone number (or customer number in your database), address, and any other information to make sure we know we know exactly whose data to delete. If the customer has multiple records, be sure to identify all related records.

After submission, we will confirm receipt of your request via email. We will reach out to you if any additional info is required. Deletion, anonymization, or redaction will occur within the statutorily required timeframe (typically 30-45 days depending upon the statute) and we will let you know when it’s done.

Step 3 - Third-party Applications (this step applies to all requests)

Please note: TrueCommerce cannot remove data from third-party applications with which your TrueCommerce products may be integrated, such as, for example, your accounting system, ERP or any other business system, Avalara, Salesforce, or any other external CRM system, MailChimp or any other email or chat system, credit card processors, shipping carriers, ShipCompliant or other regulatory platforms, CartStack, or any other third-party program to which data is passed from a TrueCommerce product. You are solely responsible for contacting those vendors to have your customer's PII deleted from their databases.

rev: 6/17/21

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