Data Deletion: Delete Personal Data

Delete customers’ personal data when it’s necessary to comply with various data protection and privacy regulations. We give you examples of common requests and things to consider. That way, you can determine a plan of action for complying with the regulations that apply to you.

Note: As new data protection and privacy solutions are launched, Commerce Cloud will provide specific documentation to help merchants understand how these new features can be used to help with compliance. This will cover existing tools and also extend to new release items. This page will be updated as more data deletion functionality is made available. Check back for updates in future releases!
Many data protection and privacy regulations can require you to delete shoppers’ personal data when shoppers request it, or when it's no longer necessary to keep it. We've listed a few of the regulations that are important to many companies collecting and processing their shoppers’ data.
  • General Data Protection Regulation (GDPR)
  • California Consumer Privacy Act (CCPA)
  • Personal Information Protection Act (PIPA), Japan
  • Privacy Act, Australia
  • Personal Information Protection and Electronic Documents Act (PIPEDA), Canada
If you have shoppers who want the data that you've collected on them deleted, or to opt-out of certain types of data sharing, review these common requests and the procedures related to them.
Product Common Shopper Request Actions to Consider Things to Consider
B2C Commerce I want you to delete my data from the system after my account is deleted. Delete all data associated with the customer, as shown in this table. A certain amount of data associated with customers is automatically deleted when the customer is deleted. See Deleting a Customer. All other data deletion requires additional steps, as noted in this table.You might want to consult the Local Data Storage topic to determine whether to inform the shopper of any browser cookies that might exist on their computer.
B2C Commerce I want you to delete my order history. Delete an order. Orders can be automatically are removed after a certain number of days, using the Order Retention setting. The shopper may need to keep certain data to fulfill their obligations under tax and other laws.
B2C Commerce I want you to delete any guest baskets I create. Set basket lifetime for unregistered guests. The system deletes guest baskets after 240 minutes by default.
B2C Commerce I want you to delete any custom object containing my personal data. Delete a custom object. Custom objects are created and maintained by the merchant and may contain personal data. If such objects are used, a merchant can verify using the Custom Object Editor in Business Manager.
B2C Commerce I want you to delete my personal information from all gift certificates. Remove customer data from gift certificates. Gift Certificates contain the email of a recipient. Either remove the recipient's email or delete the entire Gift Certificate. If you delete the entire Gift Certificate, consider how you will refund the remaining balance.
B2C Commerce I want you to delete my personal information from redeemed coupons. Delete email addresses from redeemed coupons. Email addresses are removed from redeemed coupons using the Forget Email feature.
B2C Commerce I want you to delete any lingering cookies or data objects. Instruct customers to delete cookies and objects from their browsers. The process to delete cookies and objects depends on the browser the shopper is using. Instruct shoppers to refer to the documentation for their browser.
B2C Commerce One of my shoppers in California asked that we not sell her data to other companies. Consider if a third-party integration, built by the customer or otherwise enabled in Commerce Cloud, is within the scope of the request and how you would respond. Customers should consider if they need to build customizations to pass on the request to vendors.
B2C Commerce I want to create a button on my website to receive and honor customer requests not to sell their data. Customers can create a button with a clear and conspicuous link on their website. It is the customer's responsibility to determine whether a button is needed. The customer and their implementation partner should build this button and any components to address other actions described in this table. Customers should consider, through customization, how they can track the request and their responses to them.
Commerce Cloud Order Management I want you to delete my account and order records. Configure the nightly process that deletes personal data. Schedule a customer or order record for deletion on its details page or via the Script API. A nightly process deletes all records that are scheduled for deletion that day. Only closed orders can be scheduled. If you try to schedule a customer record that has any associated open order records, an alert is applied instead.
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