Recording a customer's request to be forgotten

Learn how to record a customer's request to be forgotten.

You must establish a process to allow a customer to request to be forgotten where required by EU law. Digital River will remove a customer's information in accordance with our data deletion process if you initiate a request to be forgotten on behalf of your customer.

The requestToBeForgotten is a boolean parameter that indicates whether or not a customer asked to be forgotten.

When a customer asks to be forgotten, Digital River logs the request to remove personally identifiable information (PII) from our system. PII is any information that someone could use to uniquely identify, contact, or locate an individual.

If you receive a request to be forgotten from a customer, you can programmatically set requestToBeForgotten to true on the Customer resource. If you receive a request to be forgotten from a guest user who has placed an order and for whom you have not created a Customer resource, you can set requestToBeForgottento true on the Order resource.

See https://www.digitalriver.com/corporate-policies for more information on Digital River Privacy Policy.

You choose to record a customer's request to be forgotten from the Digital River Dashboard or programmatically.

Example record request from the Digital River Dashboard

To record the customer's request to be forgotten from the Dashboard.

1. Sign in to the Dashboard.

2. Click All orders.

3. Click an identifier link under the ID column.

4. Under Customer, click the Request removal of personal information link.

5. Click Confirm.

6. Send an email to the customer to confirm the change.

Example record request and response

Update a Customer object for a specific customer that sets the requestToBeForgotten parameter to true with a POST request.

cURL

curl https://api.digitalriver.com/customers/5823594808 \
     -u sk_test_db9682a2-b04a-4e94-8e11-35fe8ec0b324: \
     -d requestToBeForgotten=true

A 200 OK response returns a Customer object:

JSON

{
    "name": "John Smith",
    "phone": "952-111-1111",
    "email": "[e-mail]",
    "organization": "Digital River"
  },
  "defaultSourceId": "src_fd74a5c5-0163-469a-ae8e-031f0259b576",
  "requestToBeForgotten": true,
  "enabled": true
}

Digital River will send you a webhook indicating we received the customer's request to be forgotten. When you receive the customer.updated webhook with this change, send an email to the customer to confirm the change.

Example email

You can use the following text as a template when you send an email to a customer stating that you received and processed their request. Replace the variables with the appropriate information.

Plain Text

Subject: <%YOUR_SITE_NAME%> - Request for personal data removal has been received

Dear <%CUSTOMER_NAME%>,

Thank you for contacting <%YOUR_SITE_NAME%>. We have received your request to remove your personal data from our records. 

E-commerce services are provided by Digital River. Your personal information will be removed once legal and business obligations for retention of this data have been satisfied. For questions regarding this request, please refer to Digital River’s Privacy Policy: https://www.digitalriver.com/corporate-policies. 

Please note: This email message was sent from a notification-only address that cannot accept incoming emails. Please do not reply to this message.

Sincerely,
<%YOUR_SITE_NAME%> Customer Service
<%YOUR_CUST_SERVICE_URL%>