E-commerce
July 1, 2026
"Delete my account and all my data." "I requested deletion, nothing changed." "Will my orders disappear too?" Three tickets where a mishandled account deletion request exposes the brand to a CNIL complaint or historical chargeback.
The e-commerce customer account deletion support covers GDPR requests, deadlines, data retained for legal obligation (billing) and the distinction between shop account vs Shop Pay wallet. Distinct guest vs account (#293): here, the customer wants to erase their active profile.
This guide #823 covers policy ACCTDEL-SUP, flow AD-1 to AD-8 and matrix ACCTDEL-MAP. Customer Service of the future pair deletion bot (#824).
Summary
Why does account deletion generate sensitive tickets?
The customer sends an emotional or legal request. The agent deletes too quickly (loss of proof of order) or too slowly (GDPR complaint). Without a process, every ticket becomes a legal escalation or a reopening within 30 days.
Five typical account deletion frictions
Delay waiting time: customer believes deletion is immediate, GDPR SLA is 30 days
Order history: fear that invoices will disappear
Marketing data: Klaviyo still sending emails after delete
Reactivated account: a new order recreates the Shopify profile
Shop Pay confusion: global wallet vs. store account
The CNIL reminds that the right to erasure is not absolute: retention of orders and invoices can be justified by accounting obligations (CNIL, data erasure 2026).
DTC Example
Beauty DTC, 23 acctdel_ tickets/month. After ACCTDEL-MAP + macros: acctdel_request_resolution_rate 94%, median processing time 3 business days, account-related CNIL complaints 0 over 12 months.
ACCTDEL #823 vs ACCT #293, privacy #154, email change #825, bot #824 and general GDPR
Six pieces of content, six distinct customer data angles.
Quick Matrix
#823 ACCTDEL: account deletion request, history retained, GDPR timelines
ACCT #293: guest vs account fusion, acct_reg_delete mentioned without a dedicated playbook
Privacy #154: transversal privacy support distinct from account delete
#825 email change: modify email distinct from deleting account
Bot #824: inform verify escalate sensitive tier 1
POSTACCT #821: post-purchase account creation distinct from erasure
#823 = I want to delete my account and understand what remains. #293 = I do not understand the difference between guest and account.
Promise #823
Policy ACCTDEL-SUP, tree ACCTDEL-GATE, 8 macros, request registry, KPI acctdel_request_resolution_rate.
Which acctdel_* typologies should be classified?
Classifying before taking action prevents admin deletion without identity verification or a "everything deleted" promise contrary to accounting obligations.
Eight ACCTDEL-MAP typologies
acctdel_request_full: full account deletion request
acctdel_what_deleted: question about the deletion scope
acctdel_order_kept: concern regarding retained order history
acctdel_processing_delay: delay, no confirmation received
acctdel_marketing_still: emails received after profile deletion
acctdel_reactivate_undo: regret, wants to recover account
acctdel_shop_pay_wallet: confusion between Shop Pay vs store
acctdel_fraud_or_minor: third party, minor, dispute → legal escalation
Primary + secondary tag. acctdel_fraud_or_minor: never delete without L3 legal verification.
Ticket signals
Keywords: "delete account", "GDPR", "right to be forgotten", "erase data", "stop receiving emails".
Policy ACCTDEL-SUP: agent and escalation rules
The ACCTDEL-SUP policy sets identity verification, deletion scope, and deadlines without legal improvisation.
Six ACCTDEL-SUP rules
N2 minimum identity verification: account email + recent order or shipping zip code before any action
Explain before deletion: ACCTDEL-SCOPE macro on deleted vs. retained data
No order deletion: orders and invoices retained under 10-year French accounting obligation
Marketing unsubscribing: parallel Klaviyo unsubscribe, distinct from Shopify customer deletion
SLA 30 days max: acknowledgment of receipt < 72 hours, target processing 5 to 10 business days
Mandatory registry: request date, agent, customer_id, action, customer confirmation
Shopify allows admin customer deletion with profile data anonymization; orders remain linked for reporting (Shopify, manage customers 2026).
Escalation
Legal: acctdel_fraud_or_minor, third-party request, CNIL threat with active litigation. DPO: complex multi-system request (ERP, loyalty).
Flow AD-1 to AD-8: standard resolution
Eight sequential steps, acknowledged SLA < 72 h, target processing < 10 business days.
Flow AD-1 to AD-8
AD-1 Triage: read request, tag acctdel_*, check legal urgency
AD-2 Identity N2: account email + order.name or PC match
AD-3 Educate scope: macro ACCTDEL-SCOPE what deleted kept
AD-4 Confirm intent: client confirms deletion after scope
AD-5 Execute: delete customer admin + unsubscribe marketing + apps
AD-6 Confirm client: macro ACCTDEL-DONE with date and scope
AD-7 Register: GDPR erasure request registry entry
AD-8 Close: tag resolved, KPI acctdel_request_resolution_rate
If client hesitates after AD-3: propose marketing unsubscription only (#154) before complete delete. acctdel_reactivate_undo: profile already deleted, explain recreating a new order.
Eight ready-to-paste ACCTDEL-* macros
Factual macros, neutral tone, no personalized legal advice.
ACCTDEL-* Library
ACCTDEL-ACK: "Request received on {{date}}. Processing within {{sla}} business days. Reference: {{ticket_id}}."
ACCTDEL-SCOPE: "Deleted: profile, saved addresses, preferences. Retained: orders and invoices (legal obligation {{years}} years)."
ACCTDEL-CONFIRM: "Please confirm by reply that you wish to delete the account {{email}} after reviewing the scope."
ACCTDEL-DONE: "Account {{email}} deleted on {{date}}. Marketing unsubscribed. Orders archived on shop side only."
ACCTDEL-MARKETING: "Profile deleted. If email persists, Klaviyo sync delay is 48 hours. Unsubscribe link: {{unsub_link}}."
ACCTDEL-SHOPPAY: "Shop Pay is managed by Shopify separately. Deleting shop account does not close Shop Pay wallet."
ACCTDEL-UNDO: "Deletion is definitive. New account possible with next order; previous history not automatically restored."
ACCTDEL-ESCALATE: "Request forwarded to our data officer. Response within 30 days maximum."
Always ACK + SCOPE before CONFIRM on acctdel_request_full.
Data scope: what to delete, what to keep
The core issue #823: honest answer on the scope without over-promising total erasure.
Agent table (Shopify DTC type)
Deleted: customer profile, address book, wishlist, account session tokens
Anonymized: name on future orders N/A, login link broken
Retained: orders, amounts, shipping/billing addresses, proofs of payment
To be handled separately: Klaviyo, loyalty app, ERP if connected
Execution checklist AD-5
Delete customer Shopify admin
Unsubscribe from all marketing lists
Delete profile in third-party apps (loyalty, reviews) according to register
Note non-auto-sync apps for ops ticket
Document each affected system in the processing register for GDPR audit.
KPI, QA and handoff to bot #824
Measuring ACCTDEL avoids confusing marketing unsubscribe tickets with account deletion.
Four ACCTDEL KPIs
acctdel_request_resolution_rate: requests processed within SLA / total acctdel_request_full
acctdel_scope_before_delete_rate: % with SCOPE macro before CONFIRM
acctdel_ack_72h_rate: % acknowledged within 72 hours
acctdel_repeat_30d: reopening of the same request within 30 days
Monthly QA
Sample of 10 requests: check N2, SCOPE sent, registry filled, no deletion without written confirmation.
Bot Handoff #824
Export ACCTDEL-MAP + macros to bot_acctdel_scope, bot_acctdel_ack intents. Guardrail ACCTDEL-NO-AUTO-DELETE-BOT: bot informs and collects, deletion is human only. Immediate escalation for acctdel_fraud_or_minor.
Edge cases: regret, third parties, order in progress
Three cases that go beyond the standard flow.
acctdel_reactivate_undo
Profile already deleted: no native Shopify restoration. Explain ACCTDEL-UNDO, new order recreates profile without auto history. Link #827 if old migration.
Undelivered order in progress
Account deletion possible but active order remains processed by billing email. Inform tracking via email, no account portal after deletion.
Third-party or spouse request
No deletion without proof of power of attorney or account owner's email. Escalate legal acctdel_fraud_or_minor.
Agent training: 30 minutes ACCTDEL
Sensitive module: neutral tone, no GDPR debate in the chat, strict process.
Exercises
Ticket A: delete without reading → must go through AD-3 SCOPE first
Ticket B: emails after delete → ACCTDEL-MARKETING not re-delete
Ticket C: "delete my orders" → explain legal retention
Memo sheet: ACCTDEL-GATE, 8 macros, registry, 4 KPIs. Revision if acctdel_scope_before_delete_rate < 95 %.
How Qstomy structures ACCTDEL in your stack
Qstomy route tags acctdel_*, blocks automatic delete macros, and enriches legal handoff with ticket history.
Three Qstomy blocks
Routing: account_deletion intent with sensitive priority
Guardrails: ACCTDEL-NO-AUTO-DELETE, bot SCOPE mandatory
Export register: CSV of erasure requests for DPO
Prepare #824: bot informs tier 1, human executes AD-5 delete admin.
FAQ and ACCTDEL deployment checklist
FAQ
Can the customer demand the deletion of orders?
No, if there is a bookkeeping obligation. Explain anonymized retention on the active profile side.
Is immediate deletion possible?
Quick acknowledgment yes. Admin deletion after CONFIRM, target 5 to 10 business days, max 30 GDPR days.
Difference with email unsubscription?
Marketing unsubscribe alone does not delete the Shopify account. Two distinct actions.
7-day deployment checklist
D1: publish ACCTDEL-SUP + ACCTDEL-MAP
D2: import 8 macros + registry template
D3: map third-party apps to purge (Klaviyo, loyalty)
D4: 30 min training for agents sensitive to GDPR
D5: activate acctdel_* tags and KPI dashboard
D6: QA 5 test requests, validate registry
D7: brief bot #824 with NO-AUTO-DELETE guardrails
Month 1 objective: acctdel_request_resolution_rate u2265 90 %, acctdel_ack_72h_rate u2265 98 %.
Linking
Enzo
July 1, 2026
