Customers asking for account deletion
 

So it seems pretty regularly I get people requesting their paysite accounts be "deleted" I usually process it like a cancellation request and disable billing, and I send out a confirmation that I have disabled billing and that their access will expire when the billing period ends.

Some customers however are very explicit in requests to remove their info from my database. Most of the systems I use don't even have a button for that, and I am not sure anybody does that. Most accounts consist of a username and password and of course an email (frequently fake or a typo) and that's all the "personal info" I have. (I don't store credit card info, Netbilling does that I guess or the bank does, not sure)

I wonder if I am under any legal or moral obligation to actually delete customer accounts on request, I don't understand why people ask this so frequently, it seems like a dumb request, and I am not about to go into my mysql tables and start deleting stuff.

How is this usually handled?

Hello PompousJohn,

As I am not a lawyer, but work with a network of them recovering the chargebacks for merchants, I cannot comment on your legal obligations. However let me share this:

The lawyers have initiated communication with consumers who frequently have denied being a member of a particular site (ie. dating). Occasionally consumers have tried to make evidence of their being members disappear by contacting the programs directly demanding their profile and account be deleted.

I think it very much depends on the country where you operate, but a random username and a password can't really be "personal information". You can always write your way out of this in your terms though.

you may need to store information about financial transactions for a number of years

Yep, especially business related transactions, I'm not 100% certain but I thought business transaction records were needed to be kept for up to 15 years.

OK well that's good feedback, thanks. As long as I am not being a bigger dick than is necessary by basically ignoring those requests, then that's fine with me.

just add it into your terms that will cover your ass

are you mailing them ? regularly? if so then many customers dont like it.

Nope never done a mailing, not sure how. I am afraid in today's climate even a simple newsletter will nuke my IP address.

I get this a few times a month, however it's not on the pay sites, it's actually on the tube sites. Over the years I have heard any number of different reasons for them claiming as to the 'why' it must be removed 100%. Some even going so far as launching DDoS attacks if you refuse. Which to me seems crazy.

That being said, I just delete them now and that's the end of it. I used to just disable them, however some people just kept writing and complaining. Who knows what the REAL reason is, and frankly I do not care.

Interesting point, however I agree with you that paysite memberships versus free site memberships are two different things. I do not know that I would completely delete a past member and their records if asked. However, free sites I do not care so much. Although I have never had this request.

We never email the users but when they ask cancel always add "and do not email me anymore", probably they just fear it. And if email is deleted from site, they are more sure not to get emailed.

Hi John,

The bank does not store the info. NETbilling does.

It was great meeting with you in Vegas btw.

Mitch

Good meeting you too, Mitch!

Luckily, I don't have own customers. Only Affiliate Programm has, and they have to handle these things....quite comfortable.

Enjoy your free time while I enjoy 100% revshare.