How to handle user requests to cancel account deletion
Request for comments
Need
Now that it is possible to cancel the delayed deletion of self-initiated account deletion on GitLab.com, should we entertain requests to do so?
We have this workflow, which we may well consider applies as the account in question in blocked
. The workflow states:
If established it is not a Trust and Safety block, or is blocked as a result of a SM-to-SaaS migration (conducted with or without Professional Services), a paid account can be unblocked with authorization from a user with the Owner role in the top level namespace. Free accounts can be unblocked at the discretion of the Support Engineer.
As we are effectively dealing with a blocked
account, that workflow in theory should cover the requested action, however:
- For free users, should we take any action?
- For paid users, according to the documentation, the account should be removed immediately. However, this ticket (internal link), suggests otherwise. [edit] This is probably due to this issue
- Using discretion may not be appropriate in the case of cancelling deletion. It should be a simple we do or we don't.
Approach
We need to establish:
- Do we take any action for free users?
- Is there an issue or dysfunction with the deletion of accounts in paid namespaces? (mentioned in Slack: https://gitlab.slack.com/archives/C0HPYBJ3D/p1715315860658789) (internal)
- Is any account validation required to take action in either case?
- Do we require a workflow separate from the blocked accounts specifically to handle account 'un-deletions'?
Benefit
We would achieve a clear policy on handling requests to cancel account deletion, with no ambiguity with regard to policy.
Competition / Alternatives
Do nothing, which may lead to an inconsistent experience across the user base. Clarification will continue to be sought through various levels to determine what action can/should be taken.