CCPA Request Handling Process Document

The CCPA, short for the California Consumer Privacy Act, gives residents of the Golden State the following:

● right to learn what data companies collect about them.

● It also lets Californians ask companies to delete their data and not to sell it.

Call handling:

If a call is received and the merchant is requesting for data deletion from our system, the following
steps are to be followed:

● This is only applicable for Californians, so make sure that the state indicated on the account detail is
for the state of California.
● Once verified that DM is from California, obtain the Name, Company name and provide these along
with the Salesforce link to Sean Donnelly and send him the details on slack.

● If he is available, transfer to his line:

○ Extension: 117
○ Direct Line: 617-681-7196
● If he is not available, please send an email to him, endorsing the merchant’s request through email
(refer to template below. It is the same process as one would send an email for missed call/slack.
● Send the email through the FF Gmail and cc Luke and Michelle (in the case of the other teams, cc the
corresponding Team Lead and/or Manager)
● Should the merchant ask for the contact details of Sean, you may readily provide the following:
○ Full Name: Sean Donnelly
○ Direct Number: 617-681-7196
○ Extension: 117
○ Email address: sdonnelly@forwardfinancing.com

**For DMs from all other states with similar requests, transfer to the assigned AE**

California Consumer Privacy Act MISSED CALL/SLACK EMAIL TEMPLATE

Reminder: THIS IS ONLY APPLICABLE FOR MERCHANTS FROM CALIFORNIA

Email Subject: CCPA Data Deletion Request - Company Name / Merchant Name
Hi Sean,

Good day to you! (Merchant Name of Company Name) called earlier requesting for his/her information to be deleted
from our files.

The call back number is _____________. (Provide the phone number the DM used to place the call if it is different
from the call back number provided)

The SalesForce link is ____________.

Thank you in advance for your assistance.

Regards,
Name of Frontline Advocate
Renewals Team
Direct Number
Toll-Free: (888)-244-9099 Ext. XXXX
xxxxx@forwardfinancing.com
www.forwardfinancing.com

*This is sent to Sean Donnelly, cc Luke and Michelle using the FF Gmail account (this is applicable to the
Renewals Team)*
**In the case of the other teams, Attention to Sean Donnelly and cc the corresponding Team Lead and/or Manager**