A customer asks us to see, correct or delete their data: what do we do?
Your customers’ data lives in your own files (your Excel sheets, or the program you have connected): Fold reads it but never changes it. If a customer asks to see, correct or delete their data, it is done in your Excel, and then you upload the file again (or wait for the next read if it is connected) so Fold works with the corrected version. Log the request in Account › Privacy › Rights over people’s data, so the log shows when it arrived and when you handled it. The deadline to answer is something the law sets: check it with whoever handles your legal matters.
Where that data is
What you know about your customers (name, phone, email, what they buy from you) is in your files: the Excel sheets you upload to Fold or the program you have connected. Fold reads them to answer your questions, but never changes them: the original is yours and is changed there.
Step by step
- Log the request: Account › Privacy › Rights over people’s data › “Log a request that came through another channel”. Choose the type (see their data, correct it, delete it, stop it being used for something), “A customer of the company”, the date it arrived and a short note. There is no need to write more of their data than what you need to recognise the request.
- Check that whoever asks really is that customer, through the channel you usually use with them.
- Make the change in your file:
- See their data: find their rows in your Excel and give them a copy of what you hold about them.
- Correct it: change the cells in your Excel.
- Delete it: remove their rows from your Excel and from any copies you keep yourselves.
- Stop it being used for something (for example, reminders): remove them from the list that automation uses, or mark them in your file.
- Upload the file to Fold again (or wait for the next read if it is connected), so Fold works with the corrected version.
- Mark the request as handled in the log, with a note of what you did, or refuse it with its reason. The log keeps when it arrived, when it was handled and how long it took, and it can be downloaded as CSV.
What if someone in the team asks?
If the request comes from a person in your team who uses Fold, their name in Fold is corrected on that same screen, with “Correct data”, and the email they sign in with is changed by them from “Your data in Fold” (with their password and a link sent to the new address); if they ask for their account not to be used in the meantime, “Pause” leaves it without access and without emails, deleting nothing, until you lift the pause. Everything stays in the log.
How long do we have to answer?
The law sets it, and Fold does not calculate it or remind you. Check it with whoever handles your legal matters; the log tells you how long you took on each request.
See also “How do I download a copy of my data, or request it be deleted?”.