A buyer's former employee still has access to its company account

Verify who is allowed to ask

An organizational contact is not automatically authorized to manage everyone in that organization's account. Before acting, establish who at the buyer company holds that authority: a named account administrator in your records, or a written confirmation through a channel you can trace back to the organization. A request from a work email address is a lead, not proof, and the higher the privilege being moved around, the more the verification matters.

Record the authority decision with its evidence and date. If the requester cannot be confirmed, the access stays as it is while you route the request to the buyer's known authorized contact. Acting on an unverified request can hand an outsider control of an organizational account, which is precisely the failure this process exists to prevent.

Map what the departed employee can still reach

Identify the exact customer profile involved; do not guess from an email match, because two people at one company can share a name pattern. Then inventory the access paths attached to that profile: membership in the company account and its locations, visibility of order history, reach to any saved company payment method, and open items such as draft orders, quotes, returns or support threads.

Each path gets its own line because each has a different owner and consequence. Order visibility is a privacy and confidentiality question. Saved payment methods belong to the buyer organization's payment arrangements, and the decision about them belongs to its authorized administrator, not to the departing person's manager by default. Open requests need a new owner before the old one loses access, or they silently stall.

Separate access removal from record deletion

Removing someone's ability to act for a company and erasing their history are different operations, and conflating them causes two opposite failures: cutting access while leaving obligations dangling, or deleting records the merchant is required to keep. Shopify's B2B company documentation shows the distinction concretely: a customer's association with a company and their location permissions can be changed without deleting the underlying customer profile and its order history.

That documentation applies to Shopify B2B; a different account system needs its own confirmed capabilities before you assume the same separation exists. Past orders remain business records for both parties regardless of who can see them, and any retention or erasure question beyond routine access management goes to qualified review rather than being settled by a delete button.

Make the change through supported controls

Execute only the actions the installed system documents: removing the user from the company, revoking their location permissions, or deleting the profile where deletion is genuinely intended and permitted. Record what was changed, by whom and when. Never hand the former employee's role to the requester as a side effect; a replacement user gets their own grant through the buyer's authorized administrator, scoped to what that person actually needs.

Check for access paths outside the account system before closing the task: a saved login on a shared device is the buyer's problem to manage, but a shared password your support team ever issued is yours to retire, and any saved-payment consent tied to the individual rather than the company needs review rather than silent reuse.

Confirm the result and close the outstanding items

After the change, reopen the account and verify what the former profile can no longer reach, then confirm to the buyer's authorized contact what was done, in writing, without disclosing other customers' data. Reassign the open drafts, returns and threads you mapped earlier, and record who accepted each one.

Leave anything unresolved explicit: an unconfirmed requester, an unclear payment-method owner, or a system whose capabilities you could not verify. If the access question is tangled into how the storefront presents organizational accounts, a scoped Prism website-review consultation can consider those public pages with the URLs and a non-sensitive summary; confirm scope, responsibilities, fees and terms before work, and keep customer records and credentials out of the inquiry.

Buyer-access removal worksheet

Complete one worksheet per departed user, in your internal system only. No change is made until authority and the access map are recorded. Completing the worksheet does not erase records the business must retain or settle eligibility questions.

Worksheet entries are not submitted by Prism’s worksheet and are not saved by the site. Use record types, availability, anonymized observations, or match/mismatch results. Do not enter government identifiers, customer names or addresses, customer messages, receipt-access links, card or bank details, passwords, or keys. Send sensitive documents only through the provider’s verified secure channel.

These are temporary notes. Leaving or reloading this page may clear them. Worksheet entries are not sent automatically. If you copy notes into the consultation message and submit the form, Prism receives them as part of your request.