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A customer profile, the record a data request concerns

Customers > [customer] > General

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Gather what you hold, then archive or delete. A customer asking for a copy of their data, or for its removal, is answerable in TWICE, and the routine below is the whole of it. Read this before you promise anything: the customer profile is not the only place their details live.
This describes what the product does. It is not legal advice, and what your obligations actually are depends on your jurisdiction and your basis for holding the data. Settle the policy with someone qualified and use this for the mechanics.

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Prerequisites

Required permissions: customers:customer in view for the export, manage to archive, and delete to delete. customers:customer_documents for any files. All four system roles hold these. See Users & Roles.
Establish before you act:
  • That the requester is the customer. Handing a profile to whoever asks is itself a breach.
  • Which request it is. Access is a copy; erasure is removal. They have different answers, and a customer may want both.
  • Whether they have open orders. An erasure request from someone who currently has your goods is a conversation, not a task.

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The walkthrough

1

Gather what you hold, in four places

Gather an access request from four places. There is no single download-everything button:
2

Export the profile itself from the customers table

Filter the table to the one customer, make the columns you need visible, and export. The file mirrors the view. See Export customers.
3

Choose archive or delete

Read the consequences before you pick. The two actions differ in ways that matter to an erasure request:
4

Treat archiving as tidying, not as erasure

Use archive for tidying a CRM and delete for an erasure request. That third table row is the one that catches people.A customer you archived who checks out again is brought back to active automatically, because the checkout matches on email. That is deliberate, so their new orders do not pile up on a hidden record. Archiving does not remove anyone.
5

Delete the profile, and the documents with it

Delete the customer for an erasure request. Check the Documents tab afterwards for anything left that you meant to remove, since files are the most sensitive thing you are likely to hold.
Deletion in TWICE is a soft delete: the record is marked deleted and becomes unreachable through the admin and the API rather than being physically destroyed in the database. For most purposes that is what “deleted” means operationally.Ask TWICE support in writing where your obligation requires confirmed physical erasure from storage and backups. Do not assume it from the admin.
6

Know what stays, whatever you do

Expect the financial record to survive the profile, because you are required to keep it:
  • Invoices carry their own customer snapshot, captured when the invoice was minted. The name and details on a historical invoice are stored on the invoice rather than read live from the profile.
  • Orders and payments remain. The transaction history is accounting data.
  • Receipts already issued are unchanged.
7

Tell the customer what was actually removed

Say that their CRM profile is removed and their transaction records are retained for the period the law requires. Do not tell a customer you deleted everything, because you did not.Tax and accounting retention generally overrides an erasure request for the transaction record, which is normal and defensible.
8

Record that you did it

Keep the request and your response where you keep such things: a ticket, a case file, whatever your process uses. A deleted profile is not somewhere you can go and read afterwards, and the evidence that you honoured a request needs to outlive the record it concerned.The customer’s Activity Log carries changes to the record, which is your trail for actions taken while the profile existed.

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How do I know it worked?

  • An access request. You have handed over profile fields, order history, documents and the activity trail, and can say what each covers.
  • An erasure request. The customer no longer appears in the customers table or in search, and their documents are gone.
  • Nothing revived them. Check a week later, since an archived-not-deleted record comes back if they order again.
  • You can state what was retained and why, meaning the invoice and payment records, for the retention period.

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Troubleshooting / common pitfalls

That is what archiving does. A checkout matching their email revives an archived profile and attaches the new order to it.Delete rather than archive for an erasure request. Archiving is for CRM tidiness.
Invoices store a snapshot of the customer taken when the invoice was issued, so the document remains accurate as a historical record. It does not read from the live profile.Explain the retention basis rather than trying to alter the invoice. Financial documents are meant to be immutable.
Do not delete yet. You need the record to get your equipment back, and to charge for it if it does not come.Close the loan first, see Handle a return, and tell the customer why there is a delay. A request does not oblige you to abandon an open contract.
No. An access request is assembled from the profile export, the order history, the documents and the activity log.Work the four places in the first step. For anything at volume, take the API route. See API keys.
This is a consent change rather than an erasure request, and it is much cheaper.Turn off Marketing consent on the profile. Remember it also has to be removed from any email tool you exported to, or your next export re-adds them. See Export customers.
Deletion supports a selection, so a batch is possible from the table.Check the selection twice. Deletion has no undo in the admin, and a mis-set filter on a bulk delete is not a recoverable mistake.

Verify customer identity

Retention decisions before you store documents.

Export customers

The table export, and consent withdrawal.

Archiving and Deletion

How archiving behaves across every asset.

Customer Profile

Every field the record holds.