Personal Data Requests

In compliance with the European Union's General Data Protection Regulation (GDPR), ICM allows to handle Personal Data Requests. This includes the export as well as the deletion of personal data. There are two scenarios to create such data requests:

  • Personal Data Request via Contact Form or Phone

    An unregistered customer may either want to receive or delete personal data. Therefor the customer makes the respective request, e.g., by phone or via contact form. A customer service representative (CSR) then triggers the process for the respective customer with the status pending in the Commerce Management. The system sends a confirmation e-mail to the customer.

    As soon as the e-mail's confirmation link is clicked, the system sets the request's status to open. Once the CSR starts to process the request, the status is set to in progress. The CSR then informs the customer about the progress of the request and sends e.g., a link to download the personal data or a notification about the deletion. Successfully processed requests are set to closed (handled), rejected requests to closed (rejected).

    Figure 1. Personal Data Request via Contact Form or Phone
    Personal Data Request via Contact Form or Phone
  • Personal Data Request via My Account

    A registered customer uses the My Account area to create a request to either receive or delete the personal data. Once the CSR starts to process the request, the request's status is set to in progress. The CSR then informs the customer about the progress of the request and sends e.g., a link to download the personal data or a notification about the deletion. Successfully processed requests are set to closed (handled), rejected requests to closed (rejected).

    Figure 2. Personal Data Request via My Account
    Personal Data Request via My Account

The following Personal Data Request Statuses are available:

Table 1. Personal Data Request Statuses
Status Description
pending Manually triggered, but not yet confirmed by the customer
open Confirmed by the customer, but not yet processed
in progress The CSR has started processing the request.
closed (handled) The request was completed successfully.
closed (rejected) The request was rejected.

For details about managing personal data requests, see Managing Personal Data Requests.

For details about managing personal data request preferences, see Managing Personal Data Request Preferences.