GDPR erasure and export

When a person asks to see or delete their data, you can export and anonymise it. Erasure removes the personal data but keeps points movements, rewards and consents without identifying anyone.

Before you start

• Permissions: Member GDPR Export and Member GDPR Erase
• You need your password to confirm the erasure

Erasure cannot be undone

The person will have to register again as a new person.

What is kept and what is deleted

Deleted or anonymised	Kept, without personal data
Name, email, phone, date of birth, province, IBAN and other profile data	Points movements and balances
The card's QR codes, which are deactivated	Reward redemptions
Receipt photos and the data read from them	Consents and their version
Push notification subscriptions	Prizes and raffle records
Personal data in the audit log for the last 180 days	Campaign participations

After erasure, the member is blocked and no longer appears in searches.

Anonymise a participant

Landing participants who are not members are managed from the campaign.

1. Go to Campaigns, open the campaign and go to the Participants tab. See Campaign detail.
2. On the person's row, click Actions and choose Export data if you want to download their information first.
3. Click Actions › Anonymize (GDPR).
4. In the Anonymize participant (GDPR) dialog, enter the Reason / request reference. Do not include personal data.
5. Enter your password in the confirmation field.
6. Click Anonymize (GDPR).

The final notice shows how many rows were anonymised and the certificate number. Keep it: it is your proof that the erasure was carried out.

Same email or phone

Erasure reaches all participant rows in your account with the same email or phone.

If there are pending prizes

If the person has prizes or rewards that have not been delivered or settled, the erasure is blocked and you will see a notice with the list. You have two options:

• First deliver, cancel or settle what is pending.
• Erase anyway: enter the Reason for erasing despite the pending obligation and click Erase anyway. The reason is mandatory.

When the option does not appear

• If the person is linked to a member, the actions do not appear on that row. The notice tells you to use the member's export and erasure, which already include that participant.
• If you work as a platform administrator, first enter the account or impersonate it. Participant GDPR actions run inside an account.

Export or delete a member

The member record does not currently have a GDPR export or erasure button. Both operations exist as API functions, protected by the permissions above. See the developer documentation.

• The export returns a file with the profile, balances, transactions, evidence, redemptions, cards, organisation units and segments.
• Erasure requires explicit confirmation and your password. A wrong password is rejected and counts towards account lockout. If you are working while impersonating another person, you enter your own password.

Before deleting a member with pending payouts, pay or cancel them.

Your own data

As a panel user, you can download your data from your profile menu: Download collected data ("Download data belongs to your account"). You will receive a notification when it is ready.

Transcript retention

Chatbot and WhatsApp/SMS conversations store the text of their messages. Each account sets how long they are kept.

Before you start

Permission Settings to open the screen and Edit settings to save.

Menu: Administration › Settings, Retention tab, field Transcript retention (days).

Value	Effect
0	Never deletes. The panel shows a notice while it is set to this.
7 to 3650	Deletes messages older than that many days.
1 to 6	Not accepted; the panel rejects the value.

New accounts start with 180 days, which is the value recommended by the panel notice.

What is deleted and when

A background process runs every 6 hours. It permanently deletes, in batches:

• Inbound WhatsApp/SMS messages (the text received).
• Chatbot conversation messages.
• WhatsApp/SMS sends that have already finished, both from flows and from participants.

Only items older than the period at the time of the run are deleted. There is no undo.

What is kept

• Conversation threads, with only their header data.
• Sends still pending, scheduled, queued or sending.
• Points, prizes, redemptions, consents and participations. The process does not touch them.

How to change it

1. Go to Administration › Settings and open the Retention tab.
2. Change Transcript retention (days).
3. Click Save all.

The new period applies on the next run, which can take up to 6 hours. If you lower it, that run deletes everything outside the new period. Raising it does not restore anything already deleted.

Check that it works

• The person no longer appears when searched for by name or email.
• You have the erasure certificate number.

Statistics

GDPR statistics (compliance menu, /app/main/loyalty/gdpr-stats) shows the consent figures for your members.

• Active consents: total consents currently in force.
• Withdrawals: total consents withdrawn.
• Withdrawal rate: withdrawals as a percentage of the total.
• Consents by terms version: a table with type, version, active consents and withdrawals for each version. If there are no active terms versions you will see "No active terms versions."

The screen is read-only. Versions are managed in Terms and conditions.

Permissions

Action	Permission (UI text)	Technical id
Export a member's or participant's data	Member GDPR Export	Pages.Members.GdprExport
Delete or anonymise	Member GDPR Erase	Pages.Members.GdprErase
View GDPR statistics	GDPR statistics	Pages.Loyalty.Members.Gdpr

Next steps

• Legal pages · Audit logs · Terms and conditions