Customer privacy

This page explains how a shopper's data is deleted or exported.

Status: account deletion from inside the app is built. Shopify's privacy requests are built. File deletion needs the storage settings below to be in place.

Account deletion in the app#

A signed-in shopper can delete their account from the app.

1. The shopper confirms they want to delete.
2. The app deletes their app data right away. It does not wait for a grace period.
3. The app asks Shopify to erase the customer record.
4. The app replies "done", or "processing" if a retry is still needed. A background job finishes the retry.

An older request route still exists. It holds the request for 7 days before it erases data. This is the default period.

What is deleted or changed#

• Deleted: community posts and comments, AI assistant chats, live chat messages, and cached For You lists.
• Changed: quote records are anonymised. Appointment bookings are anonymised and the seat is freed. Prescription records keep their dates and decisions, without the shopper's details.
• Not linked to a person: gift registries, and blocks in live chat. Live chat blocks are kept to prevent abuse.
• Files: stored files, such as community photos and prescription uploads, are deleted by a background worker. The worker only works when file storage is set up on the server. If it is not, the deletion stays in a queue and the file is not removed. Ask your developer to confirm this before you launch.

What the app cannot delete#

Copies that left the app are not deleted automatically. You must act on these:

• data sent to BigQuery, S3 or a webhook by an export destination
• data sent to email or messaging vendors
• CSV files you downloaded

Shopify privacy requests#

Shopify sends three kinds of request. The app handles each one.

• Data request. The app builds a report of the shopper's data. The report is kept for 30 days. The owner gets an email and a banner in the admin. The owner sends the report to the shopper.
• Customer erasure. The app deletes the shopper's data as above.
• Shop erasure. Sent after the app is removed from a store. The app deletes that store's data.

Shopper data export#

A shopper's data can be exported as a file in a fixed format. The export is made for a data request. The owner passes it to the shopper.

Your part#

• Answer data requests in time. Shopify sets the deadline.
• Remove copies in your own tools, as listed above.
• Keep your privacy policy in line with what the app does.