If a customer asks you to delete their account or data, erase their personal data in Shopify. Skio anonymizes its copy of the customer's personal data automatically once Shopify sends the erasure request.
Before you start
Cancel active subscriptions first: Erasing a customer's data doesn't cancel their subscriptions. Active subscriptions stay active and keep billing, so cancel them in the Skio Dashboard before you submit the erasure request.
Customer profiles with subscriptions can't be deleted: Shopify doesn't allow deleting a customer profile if the customer has ever had a subscription, even a cancelled or expired one. Erase their personal data instead.
Permissions are required: Only the store owner or staff with the Erase customer personal data permission in Shopify can submit an erasure request. Without that permission, the option doesn't appear.
How do I erase a customer's data?
Use Shopify's Erase personal data action. It removes the customer's personal data from Shopify and tells connected apps like Skio to do the same.
From your Shopify admin, go to Customers.
Click the customer's name.
Click More actions > Erase personal data.
For more detail, see Shopify's guide to processing customer data requests.
What happens after you erase a customer's data?
Shopify processes the request and sends an erasure request to connected apps like Skio. You don't need to do anything else.
Shopify redacts personal data: Shopify removes personal information like the customer's name and address. The customer profile and non-personal order details, such as what was sold, when, and the order value, remain in your admin.
Skio anonymizes the customer automatically: Skio replaces the customer's name, email, phone number, and addresses with anonymized values and removes their Customer Portal login. Subscription and order records are kept for your reporting, but no longer show the customer's personal details.
You can cancel within 10 days: A pending erasure request can be cancelled from your Shopify admin for 10 days after you submit it.
Recent orders delay erasure: If the customer placed an order in the last 180 days, Shopify holds the request until that period passes, to protect against chargebacks. To skip the wait, contact Shopify Support.
Can I delete a customer's saved payment method without erasing their data?
Not while the card is in use on an active subscription. Saved cards are stored by Shopify, and a card that's still attached to an active subscription can't be deleted.
Replace the card first: The subscriber can add a new card in the Customer Portal and set it as their primary payment method. Once the old card isn't attached to any active subscription, it can be removed.
Skio doesn't store full card details: Shopify stores the payment method securely. Skio keeps only reference details, such as the card brand, last four digits, and expiry date, for display and billing. Skio never stores full card numbers or CVV codes.
To remove all stored data: If the customer doesn't want any payment details stored, cancel their subscriptions and erase their personal data using the steps above. This removes all of their personal data, not just the card.
Backup cards depend on your portal version. In Customer Portal v3, subscribers can delete a backup card as long as it isn't attached to an active subscription. In Customer Portal v2, they can replace the backup card with a different one but can't remove it. See Enabling backup payment methods.