Customer Data Export Request

Identity verified. Export delivered via secure link with documented schema. Audit log captured. Compliance retention applied where applicable.

Before you start

Documented data export policy and supported formats
Identity verification protocol
Engineering-built export workflow
Customer's data export request
Account details and verification info
Scope of export (all data, specific date range, specific data type)

The steps

Acknowledge and verify identity — Acknowledge within 4 hours. Begin identity verification: account email match, secondary verification factor. For GDPR/CCPA right-to-access requests, follow the documented compliance verification (typically stricter).
Confirm scope and format — Clarify with the customer: full account data, date range, specific data type? Format: JSON, CSV, both? Address any ambiguity before kicking off the export — re-running an export is expensive.
Trigger the export job — Initiate the engineering-built export. Track the job ID and expected completion (typically minutes for small accounts, hours for enterprise). Set ETA expectations with the customer.
Validate export completeness — When the export completes, spot-check: file integrity (not corrupted), schema (matches documented format), completeness (counts match account data). Don't deliver corrupted or partial exports.
Deliver via secure transfer — Generate a secure download link with expiration (typically 7 days). Send to the verified email. Include: link, expiration date, basic schema documentation, contact for questions. Never email raw data.
Log the export and confirm receipt — Log: requestor, scope, format, job ID, delivery timestamp. For compliance requests (GDPR/CCPA), maintain the log for the regulatory retention period. Confirm with customer that they accessed the export successfully.

If it goes wrong

Export delivered to wrong email — sensitive data leaked

Hard-fail: only deliver to verified account email, and require the customer to authenticate via a secure portal to download. Don't trust 'send to my new email' requests without verification.

Export job fails midway and partial data is delivered

Workflow must validate completeness before sending. If the job fails, regenerate from a clean state. Never deliver 'best effort' partial exports without explicit customer agreement.

GDPR right-to-access deadline missed

GDPR requires response within 30 days. Track every access request from intake; auto-escalate at T-7 days if not delivered. Compliance failures here are regulatory.

All OpenLabor playbooks