---
url: https://docs.reversesignal.com/customer-data-requests.md
---
# Your customers' data

This article explains how to send a customer their data when they ask for it, and what happens when they ask for it to be erased.

## When a customer asks for their data

When a customer asks you for their data, request it in your Shopify admin, from the customer's page. The Shopify Help Center has Shopify's own steps for this.

Shopify then tells ReverseSignal Returns, and the request shows up in the app under **Settings**, in **Customer data requests**. Shopify gives you 30 days to answer your customer.

## Download a customer's data

You need to be the store's Owner or an Admin to do this. Agents don't see this section.

1. In your Shopify admin, open Apps → ReverseSignal, then open **Settings**.
2. Under **Customer data requests**, find the customer's row by their email. Part of the email is hidden.
3. Click **Download**.
4. Send the file to your customer before the due date.

The file is named `customer-data-request-{id}.json`. It holds the contact details and returns we keep for that customer.

## Due dates

Each row reads "Requested {date} · Due {date}". The due date is the end of Shopify's 30 days.

A **Due soon** badge marks a request that's due in 7 days or less.

After the due date, we delete the request and its file, so download it and send it before then.

## If the download doesn't work

If a row shows "We couldn't download this file. Try again in a moment.", the file didn't download. Click **Retry**.

If a row shows "This request is past its due date, so the file is no longer available.", we've deleted the file because its due date passed. You can't download it anymore.

## When a customer asks you to erase their data

You erase a customer's personal data from their page in your Shopify admin. Shopify then asks us to erase it too.

We remove their name, address, email and phone. Their past returns stay on file without those details. You don't need to do anything in the app.

## After you uninstall

About 48 hours after you uninstall the app, Shopify asks us to erase your store's data, and we erase it as [Uninstall ReverseSignal](./uninstall#what-happens-to-your-data) describes.

## What we collect and how long we keep it

Our [privacy policy](https://reversesignal.com/privacy) says what we collect about your customers and how long we keep it.