Manage requests from visitors

When you collect data in GDPR countries, you need to add a form to your site to collect visitor data requests and process those requests. You can add such a form using our Consent Manager and use a dedicated panel to manage requests.

In this article, we’ll show you how to use this panel and how to handle requests.

Before you start

Here are some things to keep in mind before you start handling vistior requests:

• Your visitors have the right to access, change or delete their personal data according to the GDPR.
• You have 30 calendar days to respond to a visitor’s request according to the GDPR.
• You can use our panel to view requests and change their status, but you need to process the request on your own. Usually, you’ll need to confirm the visitor’s identity and check whether the request is reasonable.

Use the panel

To view and edit requests in Consent Manager, follow these steps:

Available from version 16.0.0. For versions below 16.0.0, go to Menu > Consent Manager > Data subject requests.

1. Go to Menu > Consent Manager.
2. Choose the site/app you want to work with from the site/app picker in the upper right corner.
3. Navigate to Requests from visitors.
   

   

4. Click the arrow next to the request to view information about the request like the visitor’s message and their 1st party cookie data.
   

   

5. Click on the request to see the history details. The history may include the following:
   • Request for data erasure
   • Request for data rectification
   • Request for data access

   

6. You can update the status for each request on the request list. Here’s the list of available status types:
   • To do
   • In progress
   • Resolved

   

7. Hover over the status to see who and when set the status for this request.
   

   

Delete or change visitor’s data

To delete or change visitor’s data, follow these steps:

1. Go to Menu > Consent Manager.
2. Choose the site/app you want to work with from the site/app picker in the upper right corner.
3. Navigate to Requests from visitors.
   

   

4. Click the arrow next to the request to view information about the request.
   

   

5. Find the visitor ID in the request. Check the _pk_id cookie. The visitor ID is taken from the cookie ID, which is the first value before the dot: <cookieID>.<cookieCreationTimestamp>.<visitsCount>.<currentVisitTimestamp>.<lastVisitTimestamp>.<lastEcommerceOrderTimestamp>.
   In our case, the visitor ID is 2657fac0c0fab12c.
   

   

6. Copy the visitor’s email address from the request. It could be useful in identifying the visitor, but only if you are collecting it as a user ID or custom dimension.
7. Send a message to data-subject-requests@piwik.pro. Include the visitor ID and visitor’s email address and tell us which data should be deleted or changed.

Access visitor’s data

To access visitor’s data, follow these steps:

1. Go to Menu > Consent Manager.
2. Choose the site/app you want to work with from the site/app picker in the upper right corner.
3. Navigate to Requests from visitors.
   

   

4. Clink the arrow next to the request to view information about the request.
   

   

5. Find the visitor ID in the request. Check the _pk_id cookie. The visitor ID is the first value before the dot: <visitorID>.<cookieCreationTimestamp>.<visitsCount>.<currentVisitTimestamp>.<lastVisitTimestamp>.<lastEcommerceOrderTimestamp>. In our case, the visitor ID is 2657fac0c0fab12c.
   

   

6. Copy the visitor’s email address from the request. It could be useful in identifying the visitor, but only if you are collecting it as a user ID or custom dimension.
7. Go to Menu > Analytics > Reports.
8. Navigate to Session log. 
9. Choose the date range: from the first day of your tracking until now.
   

   

10. Choose the filter type: Visitor ID or User ID and type the ID from the data subject request. In our case it is:  2657fac0c0fab12c.
    

    

    Note: If you collect visitor email addresses as a custom dimension, you can create and apply a segment to the session log report to filter out visitor data.

11. Click Export.
    

    

    Tip: If your site or app has a high traffic volume, the fastest way is to export reports from each month separately.

12. Send the exported report to your visitor.
13. Now you can update the status for the request on the request list to Resolved.