Data Removal Requests – SOP

 

Purpose: How to log and notify the IT Team when a Data Removal Request is received and how to action under Turn To.

When a customer requests their Data to be removed, data must be removed from the following platforms:

  • Shopify (e Commerce Platform) US, CA, UK, EU, AU
  • Salesforce (Marketing)
  • KWI (Retail POS System) US, EU, UK, AU
  • Custora – (Customer Analytics)
  • Annex Cloud (Rewards Program)
  • Turn To (Customer Ratings, Reviews, Q&A) 
  • Time Trade (Online Appointment Scheduling)

The IT team will take care of all actions except for Turn To which needs to be actioned when you log the request and submit it to IT. This SOP is only for customers who are requesting for their Data to be removed, not for customers who simply want to unsubscribe from our emails.

Distribution:

  • CSOPS
  • Escalations Team

Requirements: 

https://www.turnto.com/userHome

  • Access to Turn To EU, UK:

https://www.turnto.eu/userHome

 

 

Time Per Action: 5 minutes

 

  1. Locate and Open the Data Removal online Excel File
  2. Under the next available slot, enter the following:
    • Date Received
    • Customer’s email address
    • First Name
    • Last Name

 

 

 

 

       Once you have entered the information, open a new email from your outlook account.


Include the following email addresses when sending the request:

 

To: 

helpdesk@morphe.com

cc: csops@morphe.com

 

 

Subject: Data Removal Request + Date: Month/Day

 

 

Message:

Hi Team,

 

The following emails need to be removed. They have been added to the Data Removal Box File and have already been removed from Turn To.

 

Include Columns A-D that shows the Date, Email, First and Last Name.

 

XXXXX

 

 

To Remove the Customer from Turn To:

  1. Log in to both Turn to Accounts
  2. Find the Q&A section for each website

 

3. In each Moderate Q&A, you will find the Customer Opt-Out section.

 

 

4. Search the customer’s email in Customer Opt-Out

 

 

5. Select Opted Out for each option and submit.

6. The customer has now been removed from emails for Questions and Answers from the US website.

 

 

7. Repeat the same for AU, CA, UK and EU

 

8. Once you have opted the customer out from all sites, go back to the Data Removal excel file.

9. Under Column S, Turn To add Removed once the email has been opted out from each Turn to website.

TO Remove customer from TURNTO-

1. Log into your account

 ****(Depending on what region the customer is sign up with is where you will search their email. If other than US please be sure to also include US as customers may sometimes have an account linked there)

2. Select Moderate Q&A


2.  On the bottom Left side SELECT- "Customer Opt Out" option.

3. Enter customers email and Select - Look up

4. Select the Opted out option for all 3 selections and hit submit.

5. You will receive this confirmation messaging to inform you that the email has been successfully opted out for product reviews. 


*****LASTLY- You will need to go into SHOPIFY and erase customers data.

1. Search customer in SHOPIFY under customers

2. On the bottom right hand side of the page you will see CUSTOMER DATA- Select- Erase personal Data

3. Confirm you want to erase personal data