Subscription Removal

When your subscriber reaches out to you to get their personal details removed from your project, there are two ways to do this: via self-service directly from the Portal, or by emailing Firmhouse to have it done for you. This article walks you through both approaches.

Important nuances

Cancelling vs. deleting a subscription: Cancelling a subscription means the subscription stops, but all customer details remain on file. Deleting a subscription means all information is removed except as noted below.

Anonymize vs. deletion for GDPR: As a merchant, you can already anonymize "current" data by editing the customer details and changing the email address. For GDPR purposes, this is also considered removal.

Data retention requirements: Firmhouse keeps orders and invoices in accordance with local legislation of 7 years by default. Because of financial and bookkeeping reporting requirements, orders and invoices will remain available in your project and will still contain the subscriber's name and address.

Deleting a subscription from the Portal

Steps

1. Login to the Portal and find the customer whose subscription you wish to delete.

2. Scroll all the way to the bottom to find the Danger Zone.

3. Click the delete button to remove the subscription.

Danger Zone with delete subscription button

Requesting removal via Firmhouse support

We recommend performing these steps yourself, but if this does not work from your end, you can request a data removal for a certain subscriber by email. Reach out to us using the chat bubble in the bottom-right corner and explain that you wish to remove a subscription from a customer, stating the subscription ID(s) that need to be removed.

Firmhouse will remove from the project:

• All personal data from a subscription, including name, address, and payment details

• All historical changes in a subscription

Full data removal including orders and invoices: If you want to have full data removal including orders and invoices, you can request that via support as well. Firmhouse is obliged to follow those requests, especially if you do not use Firmhouse for formal invoicing and orders and keep those in a separate system.