In effect as of January 1, 2020, the CCPA, short for the California Consumer Privacy Act, gives California residents control over the collection and use of their personal data. Our organization is committed to ensuring that our customers are able to comply with the requirements under the CCPA. We have compiled some frequently asked questions below to assist you with any CCPA requests that you receive.

Frequently asked questions about the CCPA

I’m a current or former customer and would like to make a formal request for my data subject rights under the CCPA. How do I do this?

If the account for which you were a user is no longer a customer with an active contract, then your user data has been deleted. We delete all account data from our system within 45 days of the contract cancellation process.

If you’re a user for an active customer, you’ll need to reach out to your internal email marketing point of contact for further assistance.

One of my subscribers contacted me about the CCPA and their rights as a data subject. How do I facilitate this request?

We made updates and improvements to our system to help you facilitate requests from your customers in preparation for GDPR. These same features work no matter what data privacy law you’re complying with. Under CCPA, California residents have the following rights:

• Right of access: To know what personal information is being collected about them.
• Right to deletion: To request that a business delete any personal information about the consumer which the business has collected from the consumer.
• Right to know whether their personal information is sold or disclosed and to whom.
• Right to say no to the sale of personal information.
• Right to access their personal information.
• Right to equal service and price, even if they exercise their privacy rights.

As a best practice, we recommend reviewing the legislation and consulting legal counsel regarding the rights of the data subject. The rest of this article will outline some of the ways you can facilitate these rights within your account.

The right of access

Your subscribers can make a request to access all the information you hold about them, which is exercising their right of access by asking what personal information is being collected about them. You can provide any of your contacts with this info by exporting their contact data from your account. Here’s how to do it:

1. Navigate to your Audience tab.
2. Click on the Contacts section in the panel on the left.
3. Use the search bar to locate the contact in question.
4. Click on the contact’s email address to open their profile.
5. Click on Export on the right.
   
6. To access the exported file:
   1. Click on Visit the exports page in the pop-up window that appears. Or,
   2. Close the pop-up window and navigate to your Exports page.
      1. Tiered accounts: Navigate to the appropriate subaccount, click on the gear icon in the upper right corner of your screen, and choose Exports from the dropdown menu.
      2. Standalone accounts: Click on the gear icon in the upper right corner of your screen and choose Exports from the dropdown menu.
7. Click on the dropdown arrow that corresponds to the file you just created and choose Download this export from the menu.

The right to deletion

The right to deletion is also known as the right to erasure, which means the subscriber would like all of their contact data removed from your database. You can facilitate any of your subscriber’s requests to be forgotten by following these steps:

1. Navigate to your Audience tab.
2. Click on the Contacts section in the panel on the left.
3. Use the search bar to locate the contact in question.
4. Click on the contact’s email address to open their profile.
5. Click on Archive on the right.
   
6. In the pop-up window that appears, follow the prompts to confirm that you want to archive this contact.
7. Navigate to your archive:
   1. Tiered accounts: Navigate to the appropriate subaccount, click on the gear icon in the upper right corner of your screen, and choose Archived items from the dropdown menu.
   2. Standalone accounts: Click on the gear icon in the upper right corner of your screen and choose Archived items from the dropdown menu.
8. Click on the Contacts tab.
9. Locate the contact in question. They should already by at the top of the list, but if not, you can sort the list or search by date.
10. Check the box that corresponds to the contact that you want to delete.
11. Click on the Actions button at the top of the page.
12. Choose Delete from the dropdown menu.
13. In the pop-up window that appears, follow the prompts to confirm that you want to delete this contact.

Once you’ve completed this process, our system will completely purge all information about this contact within 7 days.