1) What counts as personal/sensitive information in social channels
On social media, “personal information” is anything that can identify a person directly or indirectly. “Sensitive information” is data that could cause harm if exposed (financial loss, identity theft, discrimination, safety risk) or is protected by stricter rules. In public replies, the safest default is: assume anything tied to an account, purchase, location, or identity should not be posted publicly.
Common personal identifiers (avoid in public)
- Direct identifiers: full name, phone number, email address, home address, government ID numbers.
- Account identifiers: customer/account number, loyalty ID, subscription ID, ticket/case number if it can be used to access the account.
- Order and delivery identifiers: order number, tracking number, delivery address, pickup codes, QR codes, barcodes.
- Device and access identifiers: serial numbers, IMEI, MAC address, IP address, authentication codes, reset links.
- Payment data: full card number, card photos, bank account numbers, payment screenshots, transaction receipts showing full details.
Sensitive categories (extra caution)
- Credentials: passwords, PINs, one-time codes, security questions/answers.
- Financial risk: partial card numbers combined with name/address, bank details, invoices with personal data.
- Health or protected traits: medical info, disability accommodations, or any data that could reveal protected characteristics.
- Minors: any identifying info about children or students.
- Location and safety: real-time location, travel plans, “leave package at back door” instructions, access codes.
Practical rule: If the customer already posted personal data, you still should not repeat it. A public reply that quotes or confirms it can amplify exposure.
2) Redaction and safe requests: how to ask for identifiers without exposing them publicly
Public replies should be helpful while minimizing data exposure. Use two tactics: redaction (remove/obscure data) and safe requests (ask for the minimum needed, in the right place).
Redaction basics (what to do when personal data appears publicly)
If a customer posts personal details in a comment, you have three goals: (1) reduce visibility, (2) keep the conversation moving, (3) avoid repeating the data.
- Do not quote the data back. Avoid “I see your email is…” or “Your order number is…”.
- Ask them to remove it if possible. Some platforms allow users to edit/delete comments; some allow page admins to hide comments.
- Move the details to a private channel. Request they send the info via DM or a secure form.
- Document internally. If you need the info for case handling, capture it in your internal system, not in the public thread.
Example public redaction response (customer posted email + phone):
Continue in our app.
You can listen to the audiobook with the screen off, receive a free certificate for this course, and also have access to 5,000 other free online courses.
Or continue reading below...
Download the app
Thanks for reaching out. For your privacy, please remove your email/phone from the comment. Then send us a DM with your order number so we can look this up securely.Safe requests: ask for the minimum, in the right place
When you need identifiers (order number, email, address), request only what’s necessary and specify the channel. Use a “minimum necessary” approach: start with the least sensitive identifier that can locate the case.
Step-by-step: choosing what to request
- Clarify the task: tracking, refund, account access, warranty, technical issue.
- Pick the least sensitive lookup key: case ID (if safe), order number (usually okay in DM), email (DM), phone (DM), address (DM only if required).
- Request one item at a time: avoid collecting a bundle of identifiers “just in case.”
- Specify the channel: “Please send via DM” or “Use our secure form.”
- Set boundaries: explicitly say what not to send (passwords, full card numbers, one-time codes).
Safe request templates (public reply)
- Order lookup: “Please DM us your order number and the email used at checkout so we can locate it.”
- Delivery issue: “Please DM your order number and ZIP/postcode (no full address in comments) so we can check the carrier status.”
- Account issue: “Please DM the email on the account and a screenshot of the error message (make sure it doesn’t show personal details).”
- Refund status: “Please DM your order number. For security, don’t share any payment card details here or in DM.”
Redaction patterns (how to mask data when you must reference it)
In rare cases you may need to confirm you found the right record in a private channel. Use partial masking:
- Email:
j***@domain.com - Phone:
***-***-1234 - Order:
****5678
Note: Masking is not a substitute for privacy. It reduces risk but still can be identifying when combined with other details. Prefer private channels and minimal data.
3) Consent and transparency: explaining why details are needed and where they’ll be used
Customers are more willing to share information when you explain why you need it, how it will be used, and where it will be stored. This is also a compliance habit: collect data with a clear purpose and avoid “data fishing.”
What to include in a transparent request
- Purpose: what the data enables (e.g., locate order, verify ownership, issue refund).
- Scope: exactly what you need (one or two fields, not a long list).
- Channel: where to send it (DM or secure form).
- Use and handling: “used only to…” and “added to your support case.”
- Optionality/alternatives: if possible, offer another method (e.g., web form instead of DM).
Transparent public request example:
We can help with that. To locate your order, please send us a DM with your order number and the email used at checkout. We’ll use it only to find your purchase and update your support case. Please don’t share passwords or payment card details.Step-by-step: building a consent-friendly message
- State the action you’ll take: “We’ll check the shipment status.”
- Explain the minimum data needed: “We need your order number to find it.”
- Explain where it goes: “Send it via DM; we’ll attach it to your case.”
- Set safety boundaries: “No passwords, no full card numbers, no one-time codes.”
- Confirm next step: “Once received, we’ll reply with an update.”
When not to request data at all
If the issue can be resolved with general guidance, don’t collect personal data. Examples: how to reset an app setting, how to find a receipt in the account area, how to check service status, or how to start a return using self-serve tools.
4) Secure verification basics in DMs (avoid requesting passwords, full payment details)
DMs feel private, but they are still a social platform channel. Treat them as limited-security: good for coordinating and collecting minimal identifiers, but not for high-risk secrets. Your goal is to verify the customer without collecting credentials or full financial data.
What you should never ask for (even in DMs)
- Passwords, PINs, security question answers
- One-time passcodes (OTP), 2FA codes, password reset links
- Full payment card number, card photos, CVV, full bank account details
- Government ID scans unless your organization has a dedicated secure verification flow (and you are trained to use it)
Safer verification methods (examples)
- Match on known account fields: email + order number (DM), or last name + order number.
- Confirm non-sensitive purchase details: item name, purchase date range, shipping postcode (not full address).
- Use secure portals for high-risk actions: password resets, payment changes, address changes, refunds to new payment methods.
- Out-of-band verification: “We’ll send a verification link to the email on file” (but do not ask them to forward the link back).
Step-by-step: DM verification flow (basic)
- Set expectations: “We’ll verify ownership before making account changes.”
- Collect minimal identifiers: order number + email used at checkout.
- Ask one confirming detail: e.g., shipping postcode or item name.
- Proceed with low-risk help in DM: status updates, troubleshooting steps, return label resend (if policy allows).
- Escalate to secure channel for high-risk actions: payment updates, address changes, account recovery.
- Record and minimize: log what’s needed in your support system; avoid keeping extra data in DM threads.
DM scripts that set safe boundaries
Verification request:
To protect your account, please send your order number and the email used at checkout. For your security, don’t share passwords, one-time codes, or payment card details.Redirect to secure channel:
For account recovery/payment updates, we can’t handle that in DM. Please use our secure support page (link) so your information is protected.Privacy-safe rewrite activity: convert unsafe public messages into compliant alternatives
Rewrite each unsafe public reply so it remains helpful but avoids collecting or repeating personal data. Aim for: minimal data, private channel, clear purpose, and safety boundaries.
| Unsafe public message | Privacy-safe rewrite (example answer) |
|---|---|
| “Post your order number and email here and we’ll check your refund.” | “We can check your refund status. Please send us a DM with your order number and the email used at checkout. We’ll use it only to locate your purchase—please don’t share passwords or payment card details.” |
| “Confirm your full address in the comments so we can resend the package.” | “For your privacy, please don’t share your address in comments. Send us a DM with your order number, and we’ll confirm the delivery details securely.” |
| “What’s your phone number? We’ll call you now.” | “We can help quickly—please DM the best number to reach you and your order number. If you prefer not to share a phone number, we can continue troubleshooting via DM.” |
| “Send a screenshot of your bank statement so we can verify the charge.” | “Please don’t share bank statements on social media. DM us your order number and the date/amount of the charge, and we’ll investigate. If we need more, we’ll direct you to a secure form.” |
| “To verify it’s you, send your password and the 6-digit code you received.” | “For your security, never share passwords or one-time codes. Please DM the email on the account and your most recent order number. If you can’t access the account, use our secure account recovery page (link).” |
| “Your tracking number is 1Z999… and your address is 12 Main St—delivery tomorrow.” | “We checked the shipment and it’s on the way. For privacy, we won’t post tracking or address details here. Please DM us if you’d like the tracking link sent privately.” |
Self-check checklist for your rewrites
- Did you avoid requesting personal data in public?
- Did you avoid repeating any personal data the customer posted?
- Did you request only the minimum needed?
- Did you explain why you need it and where to send it?
- Did you include a safety boundary (no passwords/OTP/full card details)?
- Did you route high-risk actions to a secure channel?
