GDPR and Personal Data
Last updated: October 28, 2026
The General Data Protection Regulation (GDPR) is effective since May 25, 2018. This page explains how the Secure eCommerce Gateway protects personal data and how to handle typical data subject requests from your shoppers.
Data protection measures
ACI Worldwide has implemented a compliance program for GDPR data protection. The key measures are:
- Personal data is masked in all application logs. Any data that can identify an individual is masked, in the same way credit card numbers are masked. This protects personal data at rest and supports the GDPR "right to be forgotten". Credit card number masking is unchanged, as it is governed by PCI regulations.
- Personal data is not masked in the BIP transaction view or in BIP transaction searches. Non-administrative user roles, such as Call Center or Accounting Global, need this data for their day-to-day work.
Shopper requests
The table below describes the requests you are most likely to receive from shoppers, and how the Secure eCommerce Gateway supports each one.
| Request | Scenario | How it is handled |
|---|---|---|
| Search and export all information stored about an individual | A shopper asks for access to the data stored about them, including data processed by the solution. Their identity is verified and you need to collect the information. |
You can export transaction personal data yourself in the BIP (Business Intelligence Platform) user interface.
|
| Modify or correct personal data | A shopper asks for their personal data to be updated. Their identity is verified and the new data is supplied. | The Secure eCommerce Gateway retains personal data according to your contractual obligations and PCI regulations. Stored transaction data is not modified. Instead, where a shopper's right to correction applies (for example, under EU law and the laws of some other countries), you can request deletion of the personal data in the affected transactions through an ACI HELP24 ticket. See Requesting deletion of personal data. |
| Delete personal data at the shopper's request | A shopper asks for their data to be deleted. You have verified their identity and approved the deletion, taking into account any superseding laws. | The Secure eCommerce Gateway retains personal data according to your contractual obligations and PCI regulations. To proceed with the deletion, submit a request through an ACI HELP24 ticket. See Requesting deletion of personal data. |
| Delete personal data once it has served its purpose | Personal data should be removed once it has fulfilled the purpose it was collected for, according to the ACI record retention schedule or your contract. | The Secure eCommerce Gateway retains personal data according to your contractual obligations and PCI regulations. |
| Freeze or pause processing of personal data | A shopper has taken legal action against you, and their lawyers instruct you to pause all processing of their personal data until the case is concluded. | The Secure eCommerce Gateway does not further process personal data. If a shopper has taken legal action against you, do not allow future transaction processing for that shopper towards the Secure eCommerce Gateway. |
Requesting deletion of personal data
To have personal data deleted from transactions, submit a request to ACI HELP24 and provide the following:
- The channel entity ID.
- The shopper email address and/or a set of merchant order IDs (for example,
merchantTransactionId) and/or a set of transaction UUIDs.
ACI HELP24 analyzes the request and returns a set of transaction UUIDs in which personal data can be deleted. Once you confirm the set, ACI HELP24 resolves the ticket.
Before you confirm, be aware that:
- Once personal data is deleted from a transaction, you should never refer back to that transaction.
- Personal data from banks in the connector details stays untouched for business reasons.
- Credit card numbers are not removed and remain protected according to PCI regulations.
- For some alternative payment methods, such as PayPal, email addresses in the account number stay untouched for business reasons.
- Everything else within the confirmed set of transactions is deleted. The transactions themselves are not deleted.