--- title: How to answer a customer data request in Actorly | Actorly description: When a customer asks your store for their data, Shopify sends Actorly the request. Download what Actorly holds, send it on and mark the request as handled. canonical: https://actorly.app/docs/data-and-privacy/customer-data-requests --- [Home](https://actorly.app/)[Docs](https://actorly.app/docs)[Data and privacy](https://actorly.app/docs/data-and-privacy) Customer data requests # Answer a customer data request. When a customer asks your store for the data held about them, Shopify sends Actorly the request. It appears in Settings, Data and privacy, and you have 30 days to reply. Last updated October 14, 2026 ## Answer a request in four steps. 1 **Open Settings, Data and privacy.** Customer data requests lists each one with Customer, Received, Reply due and Status. 2 **Open the request.** It shows what Actorly held when the request arrived: customer, order and fulfillment records, recorded changes and personal values in recorded changes. 3 **Choose Download what Actorly holds.** It is a JSON file built now from your store's history and not stored anywhere. 4 **Send it, then mark it.** Send the file to your customer, then choose Mark as handled and confirm with Yes, mark as handled. ## Deadlines. The Reply due column counts the days left, says Due today, or counts the days overdue. A banner appears when a request is past its 30-day deadline. A new request also raises a notification. ## Good to know. - The counts may be incomplete while part of your history is still importing, failed or not started, and the request says so. {src: hc} - If the customer's data was erased at Shopify's request, the file says so. {src: hc} - Downloads are limited. If you see "Too many downloads in a minute", wait a moment and try again. ## Questions. ### Does Actorly answer the customer for me? No. The request is not handled automatically: you send the file to the customer yourself. ### What is the legal detail? It is in the [privacy policy](https://actorly.app/privacy), the [data processing agreement](https://actorly.app/dpa) and [security](https://actorly.app/security). Ask an AI to summarise [ChatGPT](https://chatgpt.com/?q=Summarise%20this%20Actorly%20help%20article%20for%20a%20Shopify%20merchant%3A%20the%20key%20points%20and%20the%20practical%20steps%2C%20in%20your%20own%20words.%20Title%3A%20%22How%20to%20answer%20a%20customer%20data%20request%20in%20Actorly%22.%20Source%3A%20https%3A%2F%2Factorly.app%2Fdocs%2Fdata-and-privacy%2Fcustomer-data-requests%20%28cite%20it%20for%20anything%20you%20take%20from%20it%29.)[Claude](https://claude.ai/new?q=Summarise%20this%20Actorly%20help%20article%20for%20a%20Shopify%20merchant%3A%20the%20key%20points%20and%20the%20practical%20steps%2C%20in%20your%20own%20words.%20Title%3A%20%22How%20to%20answer%20a%20customer%20data%20request%20in%20Actorly%22.%20Source%3A%20https%3A%2F%2Factorly.app%2Fdocs%2Fdata-and-privacy%2Fcustomer-data-requests%20%28cite%20it%20for%20anything%20you%20take%20from%20it%29.)[Gemini](https://gemini.google.com/app)[Perplexity](https://www.perplexity.ai/search?q=Summarise%20this%20Actorly%20help%20article%20for%20a%20Shopify%20merchant%3A%20the%20key%20points%20and%20the%20practical%20steps%2C%20in%20your%20own%20words.%20Title%3A%20%22How%20to%20answer%20a%20customer%20data%20request%20in%20Actorly%22.%20Source%3A%20https%3A%2F%2Factorly.app%2Fdocs%2Fdata-and-privacy%2Fcustomer-data-requests%20%28cite%20it%20for%20anything%20you%20take%20from%20it%29.) ## Keep reading. **Still stuck?** Write to support, or start the record today: Actorly Watch is free, with no clock. [Contact support](https://actorly.app/contact)[Install free on Shopify](https://apps.shopify.com/actorly)