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Customer data requests

When a customer asks Shopify for their data, find the request in EarnKit, collect what the app holds, and send the answer within 30 days.

Last reviewed

When one of your customers asks for a copy of their data, Shopify notifies EarnKit and the request appears on the Data requests page, reached from Customers.

Before you start

Shopify requires you to answer the customer within 30 days of their request, including when the answer is that your store holds nothing about them. EarnKit assembles what it can, but you’re the one who sends the answer to the customer; EarnKit cannot send it for you.

Answering a request

  1. Open Data requests from the Customers page.
  2. Find the request in the list. Each row shows a request ID, when it was requested, the customer, and its status.
  3. Where the status shows there’s data ready, select Collect to reveal it, then copy it and send it to the customer yourself.
  4. Where the answer is that your store holds nothing, or that the customer couldn’t be identified, tell the customer that directly.

What each status means

Status What it means
Being assembled Nothing to send yet. Check back shortly.
Ready to collect and send Select Collect to see the answer.
This store holds no data about this customer Tell the customer that; Shopify still expects an answer.
This store holds nothing, because the customer’s data was already erased Tell the customer that.
Shopify’s request didn’t identify a customer this app can look up Contact Shopify support and quote the request ID.
Could not be assembled This needs someone to look into it if it hasn’t changed since yesterday.
Collected You’ve already collected this. It stays available briefly in case you need it again.
Collected, and since removed The copy has been removed after your collection window passed.
Removed, uncollected Nobody collected this in time and the copy has been removed. If the customer still needs an answer, ask them to make a new request through Shopify.

Good to know

  • Once you collect an answer, you can view it again for 7 days before EarnKit removes the copy.
  • An answer nobody collects is removed 45 days after it becomes ready.
  • A banner on your Home dashboard tells you when a request needs your attention.