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End-User Data Removal Request: Internal Protocol

This article is specifically about what to do when it's the end-user asking to have their data removed. 

If the user requests their data to be destroyed, please use the "Data removal request" macro and deactivate the user's account (or specific app). These requests should always be honored.

When it comes to end-users, it gets a little trickier because we are making a change to the user's app or account as requested by the end-user.

Example #1: Phishing form

If an end-user reports a form that is requesting login details, we follow the protocol for phishing forms and delete all content. No questions asked. Always check the user's form first and verify that it's indeed malicious. If it's an honest mistake by a clueless user, talk to the user before taking any action. 

Example #2: Sensitive content

If an end-user requests to have sensitive content removed from one of our apps, please use your best judgement before taking action. 

Real-life example: https://powr-support.zendesk.com/agent/tickets/160506/events

A form respondent sent the user a picture of their driver's license as identify verification. Now they'd like to have the picture removed from our servers. A reasonable request. A few things to do before deleting the file:

  • Check if the request is definitely coming from the end-user. In this case, getting a direct response from the user's email and matching it with the email tied to the form response was sufficient for verifying the request is coming from the form submitter. 
  • Check if the removal of the data impacts the POWr user in any way. In this case, we can assume that since it's been over a week since payment, the POWr user has probably processed the order and not seeing the file anymore is not going to be an issue. If you are suspecting that the data removal will cause problems for our user, please email our user to let them know about the data removal.

Another example would be if a POWr user uses an end-user's photo in a gallery and the end-user asks for it to be removed. In that case, you should absolutely check with the user first UNLESS the image clearly suggests that the POWr user is violating the end-user's privacy in any way or the end-user can prove that their images are protected and the user is violating copyright laws. Abusive content should be removed immediately. Anything you're not sure about, please escalate to T2.