Erase a person's data at their request (GDPR)

Goal

When a person asks you to erase their data (the right to erasure under the GDPR), remove them from Metrikia by archiving their lead with the GDPR box ticked. Their personal data is erased, and their Stripe payments will never bring them back as a lead.

What archiving does

In Metrikia, archiving a lead erases its personal data. As soon as the lead is archived:

• the name is replaced with ANONYMIZED followed by a code;
• the email address, phone number, Instagram profile and other social profiles, notes, disqualification notes, ad source and the custom fields coming from your CRM are erased;
• the content of the messages exchanged with the lead is replaced with the [DELETED] marker;
• the payer details received from Stripe and GoCardless for this lead (email address and information attached to the payment) are erased;
• the link between the email address and the visits to your website is removed.

Archiving is final. Erased data is not set aside: it is deleted, and an archived lead cannot be restored.

What archiving keeps: the anonymized record (its status, its dates and, if it had one, its Stripe customer ID) and the appointments and sales attached to it, as they are, notes included. One year after the archive, the anonymized record is permanently deleted, along with its appointments and messages; its sales are kept.

Tip: before archiving, check the closing notes of the person's sales: if they mention the person, clear them from the Deals tab of the CRM, in the Closing Notes field. Owners, admins and closers see this tab.

Why tick the GDPR box

Metrikia also reads your Stripe account. Without a safeguard, an erased person who is still in Stripe, or who pays again, could be recreated as a new lead by the Stripe syncs.

When you tick This person asked for their data to be erased (GDPR), Metrikia keeps an irreversible fingerprint of the identifiers that let it recognize this person in your payments: their email address, their Stripe customer ID and the email addresses they paid with on your Stripe and GoCardless payment pages. This fingerprint holds no email address, no Stripe ID and no name, and cannot be turned back into them: it only serves to recognize the same person if they come back through Stripe. It is kept as long as your Metrikia account exists.

From then on, at every Stripe sync:

• a recognized Stripe customer is no longer imported as a lead;
• a purchase the person makes after the erasure is never counted: no lead, no sale, no conversion sent to the ad platforms. Stripe shows it, but it is missing from your revenue and ROAS in Metrikia;
• a purchase paid before the erasure is still recorded as a sale, on the anonymized record.

One exception: as long as the anonymized record exists, a payment attached to their Stripe customer ID, such as the renewal of their subscription, can still be recorded on it.

Good to know: if the person comes back on their own, for example by filling in one of your forms again, they give their details again. They then become a regular lead, and their purchases count.

Prerequisites

• An erasure request from the person themselves. To simply tidy up your list, archive without ticking the box (see Common issues).
• An Owner, Admin or Setter role: the lead menu offers Archive to these roles only.
• A lead that is still active: the box is ticked at archive time, not afterwards.

Steps

1. In the left menu, open CRM (/app/crm), then the Leads tab.
2. If your leads are shown in columns, switch to the table: click the list icon (Table view), left of the Export CSV button.
3. Find the person with the search bar (name, email or phone).
4. At the end of their row, in the Actions column, open the menu (three-dot button), then click Archive.
5. In the Archive this lead? window, tick This person asked for their data to be erased (GDPR). It is unticked by default.
6. Click Archive.

Several people at once

1. In the list, tick the box at the start of the row of each person concerned.
2. In the bar that appears at the bottom of the screen, click Archive.
3. In the Archive leads window, tick This person asked for their data to be erased (GDPR), then click Archive.

Important: in this window, the box applies to every selected lead. Only select people who asked for their data to be erased.

Expected result

The lead leaves the list. Its personal data is erased, and Metrikia keeps the fingerprint that stops Stripe from recreating it.

Owners and admins find it by opening More filters, then Archived: it shows there as ANONYMIZED followed by a code, with no email or phone.

Common issues

• The Archive action does not show: check that you are in the table view and that the Archived filter is off. If the action still does not show, your role does not offer it: ask an owner, admin or setter of your organization.
• I archived the lead without ticking the box: the box cannot be ticked afterwards. The Archive action is no longer offered on an archived lead, and its email address, already erased, can no longer identify the person. Contact support, who will check what can still be done.
• I only want to tidy up my list: archive without ticking the box. The personal data is erased the same way, but the person's later purchases are not blocked. Ticked without an erasure request, the box would remove their future purchases from your figures, without any warning.
• A payment shown in Stripe is missing in Metrikia: if the buyer asked for their data to be erased and their lead was archived with the box ticked, this is intended: a purchase made after the erasure is not counted.
• The person is also in your other tools: only the Stripe syncs check the fingerprint. Your CRM, your forms and your other payment methods do not: handle the erasure request in those tools too.