Customers sometimes ask "What information do you have about me?" or "Please delete my information." You can handle both yourself from the customer's page, without contacting SalesThumb support.
Who can do this
- Download customer data needs the export customer data permission. By default that's owners, admins and managers.
- Erase customer data needs both the export customer data permission and permission to manage customers. By default that's also owners, admins and managers.
If you don't see the options, ask your shop owner to check your role.
Downloading a customer's data
- Open the customer's page from Customers.
- Click the More actions button (the three dots) at the top of the page.
- Click Download customer data.
Your browser downloads a file with everything your shop holds about that customer, including their profile, vehicles, appointments, quotes, invoices, payments, signatures, warranties, messages, calls, notes, tasks, lead form submissions and reviews. Messages include texts and emails linked to the customer, plus any sent to or from their phone number or email at your shop.
The file doesn't include internal keys or where files are stored. Photos are listed as a count; you can download the photos themselves from the customer's record.
You can send the file to the customer to answer their request.
Erasing a customer's data
Use this when the customer asks you to delete their personal information. It can't be undone.
- Open the customer's page.
- Click the More actions button (the three dots).
- Click Erase customer data.
- Read the summary, then type ERASE in the box.
- Click Erase customer data.
What erasing removes, and what stays
Erasing removes the customer's name, contact details, address, notes, messages, signatures, photos and vehicle details at your shop.
Your quotes, invoices and payments stay, with their amounts, but without the customer's details. That keeps your sales and tax records whole.
If some stored files couldn't be deleted right away, you'll see "Customer data erased. Some stored files couldn't be deleted yet." The erasure itself is still done.
Each download and erasure is recorded in your shop's audit log.
Customers shared from another location
If your organization shares customers between locations and you're looking at a customer whose home is another location, these two options don't appear. The request needs to be handled at the customer's own location.
Erasing vs deleting a customer
Delete customer in the same menu is different. It's blocked when the customer has quotes, invoices or appointments. Erase customer data works even when the customer has history, because it keeps your money records and removes only the personal details.
Frequently asked questions
Q: Can I undo an erasure?
A: No. Once you type ERASE and confirm, the customer's personal details are gone for good. Download their data first if you might need it.
Q: Will erasing a customer change my sales reports?
A: No. Quotes, invoices and payments stay with their amounts. Only the customer's personal details are removed from them.
Q: Why don't I see Download customer data or Erase customer data?
A: These need the export customer data permission, and erasing also needs permission to manage customers. By default that's owners, admins and managers. They also don't appear for a customer shared from another location.
Q: What format is the download?
A: It's a single data file your browser saves, with a section for each kind of record your shop holds about the customer.