When your subscriber reaches out to you to get their personal details removed from your project, there are two ways to do this:
Via self-service: Doing this directly from the Portal
Via Firmhouse: Emailing us to have it done for you
In this article, we'll walk you through both of these ways.
Nuances
Cancelling a subscription is different from deleting a subscription. A cancellation means the subscription stops, but we keep all details on file of the customer. A deletion means we remove all the information except noted below.
Anonymize vs deletion in relation to GDPR: As a merchant, you're already able to anonymize "current" data by just editing the customer details and changing the email. This for GDPR purposes is also seen as removal.
We keep some information on hand: Firmhouse keep orders and invoices in accordance with local legislation of 7 years by default.
Orders/Invoices will be kept: Because of financial/bookkeeping reporting requirements, the orders and invoices will stay available in your project. These will still have the name and address of the subscriber stored.
Doing this directly from the Portal
Login to the Portal and find the customer who's subscription you wish to delete.
Scroll all the way to the bottom to find the Danger Zone and delete the subscription from there.
Emailing Firmhouse to have it done for you
We'll always advise you to do these steps yourself, but if somehow this does not work from your end then you can request a data removal for a certain subscriber by email. Reach out to us using the chat bubble in the bottom-right corner and explain that you wish to remove a subscription from a customer, stating the subscription ID(s) that needs to be removed.
Firmhouse will remove from the project:
all personal data from a subscription, like name, address and payment details
all historical changes in a subscription
If a merchant wants to have full data removal, including orders and invoices they can request that via support too as Firmhouse is obliged to follow those requests. Especially for example if the merchant does not use Firmhouse for formal invoicing/orders and they keep those in a separate system themselves.