Compliance Redaction Requests

Shopify only

The redaction tool is currently only available for Shopify.

Use Redaction Requests feature to review and act on data privacy requests received an integrated platform (e.g., Shopify). When a Customer submits a data access or erasure request through Shopify, Gladly Team captures that request here so a Compliance Administrator can take action by deleting the Customer data.

How the tool works

When a Customer submits a GDPR deletion request through Shopify, Shopify deletes the Customer on their side and sends a compliance webhook to notify Gladly. That webhook creates a pending row on the Redaction Requests page.

The workflow from there has a few steps:

1. A compliance request is emailed to Compliance Administrators.

   Email notification details

   The email hows when the redaction request counts were generated, the age of the oldest pending request overall, and the age range of pending requests per type so you can distinguish a stalled backlog from a fresh queue of requests.

   

2. A Compliance Administrator clicks the Review and action them link which opens the Redaction Requests page and displays the pending row.

3. The admin navigates to the Customer Profile in Gladly using the “View Customer” option from the row and deletes the Customer Profile manually using delete UI. This is the action that actually removes the Customer's data from Gladly.

4. The admin returns to Redaction Requests and clicks Mark completed, which updates the audit trail on the redaction-request row.

Use this clickable walkthrough to try the full workflow:

View redaction requests

1. Click on the top-left corner of the screen.

2. Click Settings.

3. Under Security and Compliance, click Redaction Requests.

The Redaction Requests page lists all data privacy requests received from your integrations, filtered to Pending status by default.

If the email shows more requests than the Redaction Requests page

The page display 50, 100, or 200 rows at a time. Use the Next to see more requests.

Column definitions

• Type – The category of compliance request received from the platform. Displays as a human-readable label mapped from the raw webhook type.

• Customer – The Gladly Team Customer ID associated with the request. This is Gladly's internal identifier for the Customer, not their name or email address. The column is truncated in the table view.

• Shop – The Shopify store domain name the request originated from (e.g., yourstore.myshopify.com). Truncated in the table view. Use the search bar to filter by shop name.

• Received – The date and time Gladly Team received the compliance webhook from Shopify. Displayed in the organization's local timezone.

• Status – The current state of the request:

  • Pending – No action has been taken yet.

  • Completed – A Compliance Administrator marked the request as completed.

  • Auto-completed – The request was fulfilled automatically by Gladly Team (applies to Shop Redact requests).

• Completed by – The name of the Compliance Administrator who marked the request as completed. Displays a dash (—) for requests that are still pending.

Search and filter redaction requests

Understand request types

Each request on this page corresponds to a compliance webhook received from an integrated platform. There are three request types:

Use the search bar and filters at the top of the page to find specific requests.

• Search – Enter a Customer name, ID, or shop name in the search bar.

• Status filter – Filter requests by status:

  • Pending – Requests that have not yet been acted on (default view).

  • Completed – Requests that have been marked as completed by an admin.

  • Auto-completed – Requests that were fulfilled automatically by Gladly.

• Type filter – Filter by request type: Customer Data Request, Customer Redact, or Shop Redact.

Complete a redaction request

Compliance Administrators can fulfill requests by deleting Customer data by deleting the Customer Profile.

Complete a single request

Do this once you have completed the deletion request.

1. On the Redaction Requests page, locate the request you want to complete.

2. Click the kebab icon to the right of the request row, then click View customer.

   If there’s no "View customer" option?

   No "View customer" option? If the row displays as "Shopify customer [ID]" instead of a Gladly Customer ID, Gladly could not match the webhook to an existing Customer Profile. There is no data to delete on the Gladly side. Skip to marking the request as completed step 4.

3. From the Customer Profile, proceed to delete the Customer Profile.
   

4. Go back to the Redaction Request page, click the icon to the right of the request row, select Mark completed.

5. Review the confirmation prompt, then confirm the action.

The request status updates to Completed, and the action is recorded in the Compliance Event Log.

Customer Data Request

For Customer Data Request rows, you can also download the data payload before completing. Click the Export button in the overflow menu to download the Customer's data from Shopify.

Complete multiple requests in bulk

When you receive a batch of requests, you can complete them in a single action.

1. On the Redaction Requests page, check the box to the left of each request you want to complete.

   • Checkboxes appear only on Pending Customer Data Request and Customer Redact rows. Shop Redact rows and already-completed rows do not have checkboxes.

2. The bulk action bar appears at the top of the table once at least one row is selected. It shows:

   • A primary checkbox – select or clear all eligible rows on the page.

   • A Clear button to deselect all.

   • A Mark completed button.

3. Click Mark completed.

4. Review the confirmation prompt. The prompt adapts based on your selection:

   • All Customer Data Requests – A standard acknowledgment prompt.

   • All Customer Redacts – A prompt warning that this action is permanent.

   • Mixed selection – A prompt that calls out how many of the selected requests are permanent redacts.

5. Confirm the action.

A success notification confirms how many requests were completed. If any requests fail, they remain selected so you can retry without re-selecting.

After completing a request

• Completed requests no longer appear under the default Pending filter. Switch the Status filter to Completed to view them.

• All completed actions are logged in the Compliance Event Log, including the admin who performed the action and the timestamp.

• For Customer Redact requests, the Customer's data is permanently removed from Gladly Tea . This cannot be recovered.

Unsubscribe from email notification

Compliance Administrators can unsubscribe from receiving the daily summary email of redaction requests.

1. On the Redaction Requests page, click Settings.

2. Uncheck the box next to Email me about new redaction requests, then click Save.

3. To resubscribe, simply check the box again and click Save.

Export CSV of redaction requests

Export the list of all redaction requests by clicking the Export option on the Redaction Requests page.