Handling privacy requests
When a customer asks your Shopify store for the data held about them, Shopify forwards the request to Nucleo. Nucleo prepares the customer's file at once, with everything it holds about them: identity, storefront events, carts, orders and profile. You download it, deliver it to the customer, and mark the request delivered. When your store uninstalls the Nucleo app, Shopify also sends a shop erasure request, which Nucleo carries out after a waiting period.
You find the Privacy requests panel at the bottom of Catalog > Shoppers > Signal. Only Owners and Admins see it.
Read the requests
Each row shows the kind of request, the customer it concerns, when it was received, its due date while it's open, and when it was closed. The status says where it stands:
| Status | What it means |
|---|---|
| Export ready | A data request whose file is ready to download. |
| Open | A request waiting to be handled, such as a shop erasure before its due date. |
| Overdue | An open request past its due date. |
| Delivered | A data request you marked as delivered. |
| Done | A shop erasure that was carried out. |
| Cancelled | A request that no longer applies, for example because the customer's data was erased or the store was connected again. |
If none has arrived, the panel says No privacy request received.
Deliver a data request
A Data request must reach the customer within 30 days of being received.
Steps
- In Nucleo, go to Catalog > Shoppers > Signal.
- In Privacy requests, find the Data request for the customer, and click Download export.
- Send the file to the customer, as your privacy procedure requires.
- Click Mark delivered, and then click Mark delivered again to confirm.
The request closes as Delivered and stops counting toward its due date. Nucleo deletes its copy of the file at that moment.
Understand a shop erasure
Shopify sends a Shop erasure request 48 hours after your store uninstalls the Nucleo app. Nucleo doesn't erase right away: it waits 30 days, so that a mistaken uninstall can be undone.
- If the store is connected to Nucleo again by the due date, the request is Cancelled and nothing is erased.
- Otherwise, on the due date Nucleo erases your customers' data for that store: storefront visitors, events, carts, profiles, orders, returns and the associations between products. The request then reads Done.
- Your catalog, products and assets are never touched: they're yours, not Shopify's.
There's nothing to click: the panel shows the request so you know it's coming.
Considerations for privacy requests
- When Shopify asks to erase a single customer, Nucleo erases their data on its own, and any open data request for that customer is cancelled. These erasures don't appear in the panel.
- Editors don't see the Privacy requests panel.
- The panel lists the 200 most recent requests.