Nova Handle a privacy request
Record a customer's request to remove their personal details, verify who they are, approve it, and remove their details while keeping invoices and work order history.
In the sidebar, open Administration, then choose Privacy Requests under Data. The page address is /settings/org/privacy.
When a customer asks you to remove their personal details, Nova replaces their name and contact details but keeps the invoices, payments and work orders your books need. Every request goes through three checks first: who asked, who approved it, and whether a legal hold is in the way.
Steps
- Under Open a data-subject request, choose the Subject type (Contact or Account), then search for the customer under Customer record and pick them.
- Pick the Request category (Customer request, Administrative correction or Other) and write a Business explanation of at least 8 characters.
- Press Open privacy request. Nova says the request is waiting for identity verification, and it appears under Requests.
- On the request, press Record verification, choose the Verification method (Known contact point, Government ID reviewed, Signed request, In person or Other), add a short note and press Mark verified. Do not type ID numbers into the note.
- Press Approve request, give your reason and press Approve. Press Reject at any point before removal if the request should not go ahead.
- Press Anonymize identity. Type the confirmation text the dialog shows and press Anonymize identity again. This cannot be undone.
What you see
- Each request shows what removal would do: Contact methods removed, Financial records retained, Work orders retained and Active legal holds.
- After removal, the customer's name and contact details are replaced. Invoices, payments, work orders and the audit trail stay, linked to the anonymous record, so your books still add up.
- Legal holds blocks removal while a legal duty to keep the records applies. Pick the contact or account, type the Legal preservation reason and press Apply hold. Press Release when that duty ends.
If something looks different
- Anonymize identity is greyed out: the customer has an active legal hold. Release it first if the duty has ended.
- The page says you can review requests but cannot open one, or a button is missing: each step (open, verify, approve, remove, holds) is its own permission. Ask your admin.