I understand
@roxy_r, however I think a more appropriate approach would be to advise helpers of what to do in such user cases rather than potentially further muddy the waters by talking about GDPR.
For instance, the stopping of emails, GDPR shouldn't even be mentioned, rather people should be directed to the appropriate settings pages, (with a direct link to those sections), rather than have people start talking GDPR to them.
The same is true to a degree with regards "closing an account", they should be advised to remove all payment authorization and that this will make their account dormant, (this is all that happens whenever you close any kind of account with any company because of the various data retention pieces of legislation).
One could further advise, "We will keep ... information for ... because ...", for information which various pieces of legislation mandate certain data retention, but again, mentioning GDPR would be misleading and muddy the waters somewhat.
As a customer, if I was in either of those two user case scenarios and someone started blathering about GDPR I'd be rather perturbed by their lack of knowledge and understanding, whereas if I was faced with someone describing the actual processes in place and/or referencing appropriate legislation it would inspire a lot more confidence and trust.
EDIT: Sorry that's somewhat muddy too.
If I was to work in a support giving role for a company what I would want from them is to tell me, "If customer wants x then y", which isn't what this thread is doing in the user cases specified.
This thread tells people what not to do in such cases without telling them what they should be doing, which would leave me personally having to choose between using my common sense and actually advising the customer appropriately, (possibly risking termination for doing so), or following the company line however inappropriate it is for the user case scenario.
In terms of specific advice regarding GDPR related queries, where GDPR is actually relevant because in many cases it just won't be, that needs to be handled very differently. What the "helpers" need to know is the user scenarios where GDPR is and isn't relevant to the query to which they are responding to.
