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Consumers have the right to request that a business delete previously collected information about the consumer but there are several exceptions.
1. Navigate to the deletion request in your dashboard.
2. Deletion requests require a reasonably-high degree of certainty. Deletion and Specific Pieces require the highest degree of verification due to the nature of the requests.
3. Consumers are required to verify their emails and phone numbers they provided in the request submission. When they have verified these, the software shows it as complete.
4. Check your CRM and DMS for the consumer's name, email, and phone number. Mark yes or no if the provided information matches your records or not.
5. For the last verification step, mark yes or no depending on if the zip code, product/vehicle considered, or date of communication provided by the consumer matches your records.
6. To proceed with a deletion request, the name, email, phone number, and at least one (out of the three) other identifier has to match your records. If the manual verification fails at any point, you will reject the request. If the consumer is verified, click "Next" to move to the next step.
7. On the next page, if the software identifies legal exemptions based on the consumer provided interactions, the recommended and available exemptions will be listed.
- If you choose yes, follow steps 8-11.
- If you choose no, follow steps 12-15.
8. If you selected "Yes," the software identifies legal exemptions based on the consumer provided interactions, the recommended exemptions will be listed.
9. In addition to recommended exemptions based on the consumer's interactions, there will also be available exemptions listed that can be applied if you believe they do in fact apply.
10. If you deny a request, you must opt the consumer out of any marketing related emails, texts, or phone calls. Once this is done, check this box and hit "Next."
11. On the next page, the software generates an email to send to the consumer. This can be edited if you would like to do so and then hit "Finish" to send the email.
12. If you choose "No" to the deletion exemptions on step seven, then you will need to manually delete the consumer from the vendors and businesses identified by the software.
13. For each vendor or business listed, you must manually delete the consumer's information if it is there and if you can. Then the organization will mark one of the three following options for each vendor:
- Deleted - you have deleted the consumer's information as requested
- Can't Delete - you are not able to delete and need to select an exemption from the right drop-down list
- Not Collected - the consumer's information was not in your records
14. As before, you must opt the consumer out of any marketing related emails, texts, or phone calls. Once this is done, check this box and hit "Next."
15. After following this manual process, the software will again generate a response email to send to the consumer. Hit "Finish" to send the email and complete the request.
16. Click "Confirm" to submit the response.
