Delete a Customer
Audience: Loan Servicer or Collector, Developers, Accounting, Loan Servicing/Collections Managers, Compliance, Data
The number of customers in your account factors into how much you're charged, so most companies using LMS will want to delete unused customers after their loans are closed. In this article, we'll show you how to delete customers through the LMS UI, the API, or an import. Before we get into specifics, though, we should emphasize what this actually does.
In LMS, loans and customers are separate entities: You can create a customer without a loan, or a loan without a customer. This also means you can link a single loan to multiple customers, and a single customer to multiple loans. Deleting a customer, then, won't delete any loans that they're linked to, or any of the payment history, notes, or documents saved to the loan. (To get rid of that information, you'd want to Delete a Loan.)
Instead, deleting a customer will get rid of the record of that specific person. This includes everything that is saved to at the customer level: personal and contact information, employers and references, payment profiles, notes, documents, and communication history.
We recommend that you and your compliance team research which laws apply to you and develop a clear workflow so agents know precisely when they should delete customers and loans.
How to Delete Customers
Deleting a customer account can be accomplished through the API for a single account, or through a .csv file import for any number of accounts. For either method, you'll need the customer ID. This can be found by navigating to Users > Customer in LMS and searching the specific customer.
The customer ID is listed in a column on the Customer Manager page. From there, you can delete them with either an import or the API.
Through an Import
Customers are added and deleted through the same import, and it follows the same basic process as other imports. Navigate to Settings > Company > Import > Instructions & Samples, and select 'Information' within the customer section. This page explains what each field means and gives you a sample file. Our article Import CSV Templates also contains a sample file, and a file with a row of example data.
Once you open the file, the top row should remain unchanged. (The system uses these headers to identify what the rest of the information in the file is.) The only other information you'll need in the file are the 'action' and 'customerId' columns. The 'action' will be 'remove', and the 'customerId' is the number we found from the Customer Manager. Leave the other cells in Row 2 and down empty, but don't change the any of the headers in Row 1.
With the file ready, navigate to Settings > Company > Import > Upload & History and drag and drop the file into LMS. From that point, follow the steps laid out in the Import Process as you validate, ingest, and verify the data.
Through the API
Once you have the customer ID, you can use send a DELETE request to the customer endpoint, which contains that customer's ID. For example, if their ID is 111, you'd send it here:
Change '111' to the ID of the specific customer you're deleting, and it should work for you. Since this is a DELETE request, you won't need to include a payload body—just set the method to DELETE. A 200 response means the customer is gone forever.
Common Uses & Questions
Here's some information for specific roles at your company:
Loan Servicer or Collector Use
Once your compliance and management teams have figured out exactly when they want to delete customers, we recommend using automation to enable that plan. Tools like Rules Applied or Trigger-Based Notifications can specify certain criteria, and have the system automatically make changes or notify you when a loan meets those criteria.
These tools use the Clojure language, so they will require a bit of technical understanding. Clojure's not terribly difficult to understand, though, and we have some articles explaining how it works, like Clojure 101 and Rules Applied – Basics. Alternatively, you can contact a Success Specialist, who'll enlist our own Solutions Architects to write the Clojure rules for you.
Loan Servicing/Collections Managers Use
We recommend that you research these laws and figure out exactly when you should delete loan or customer information, and then develop an automated workflow to enable that plan. Using tools like Rules Applied or Trigger-Based Notifications, you can specify certain criteria and have the system automatically make changes or notify you when a loan meets those criteria. These tools use Clojure, a programming language, so they will require a bit of technical understanding. If you don't have that expertise in your company, contact a Success Specialist, and they can enlist our own Solutions Architects to write the Clojure rules for you.
The main database table for customer information is customer_entity.
Can deleted customer information be recovered? No, it cannot. Deleted loan information can be restored, but once a customer is deleted, they're gone forever.