Canceling or extending a request

How to cancel a data subject request

Whether a user has requested to cancel their account erasure, or your organization has decided a request should not be fulfilled, you can cancel a request inside the Admin Dashboard.

Cancelling a privacy request

  1. From the Incoming Requests tab, select the request you would like to cancel
  2. On the Status tab, click the "Cancel Request" button
  3. Review the cancellation notification email, edit it inline if necessary, and push send.

The request will switch to "Cancelled" and further processing will be halted. The data subject will receive an email informing them of the cancellation.

To find out how to automatically cancel certain requests, read up on identity enrichment.

When it becomes "too late" to cancel

In an access request, a request can be cancelled any time before the "Report Sent" stage, when the data subject receives their download report.

In an erasure request, a request can be cancelled any time before erasure begins in the "Removing data" stage. The erasure begins after the wait period (which is set by your organization), or when you manually trigger the erasure. You can read more about configuring your erasure workflow in Configuring DSRs.

Manual approvals always happen before it reaches a stage that is "too late", so if you have them turned on, you always have the opportunity to cancel a request.

The cancellation email template

You can change the default email template for "Request Cancelled" under Settings --> Templates. More info in Emails and Templates

Extending the DSR fulfillment time

If a request will take longer than expected to fulfill, you can inform the data subject that the request will take more time with an explanation of why. You can do this by selecting the data subject's request on the Incoming Requests → page. From there, click the hourglass icon and follow the on-screen instructions.

Placing a request on hold

Sometimes you'd like a request to require further review to proceed (e.g., if the request requires legal review). To do this:

  1. From the Incoming Requests tab, select the request you would like to place on hold
  2. On the Status tab, click the "Place Request on Hold" button

The request's status will switch to "On hold" and will remain paused until later resumed or canceled.

To find out how to automatically place certain requests on hold, read up on identity enrichment.