Data Deletion Instructions

Email hello@useshopkeeper.com with the subject line “Data deletion request”. Include the type of request, the workspace or store name, and the account it concerns — an email address for email support, or an Instagram handle for Instagram messages. We reply to confirm the request and again when it is complete.

We verify every request before acting on it. A workspace deletion must come from an administrator of that workspace. A request to delete one person's conversation must come from the merchant who holds the conversation, or from that person with the merchant's confirmation, because the merchant controls the data and may have its own record-keeping obligations.

When you send a direct message to a business that uses Shopkeeper, Shopkeeper receives that message on the business's behalf and stores it as a support ticket. That includes the message text, any media you attached, your Instagram name or username, and the identifier assigned to you for messaging that business.

To have it deleted, email hello@useshopkeeper.com with the Instagram handle you messaged from and the business you messaged. You can also ask the business, which can make the request to us for you.

Deleting the copy Shopkeeper holds does not delete the conversation from Instagram itself. Messages still in the Instagram app are held by Meta and by the business, and are removed there. Messages reach Shopkeeper through SocialAPI, which handles its own copies under the SocialAPI privacy policy.

Deleting a workspace removes the organization record and everything scoped to it: team membership, connected integration credentials, customers, support threads, messages, AI summaries, agent action history, and stored attachments. Authentication records held by our identity provider are deleted with the organization.

Billing records retained by our payment processor, and any records we must keep to meet a legal, accounting, or fraud-prevention obligation, are kept for as long as that obligation requires and are not used for any other purpose.

We remove the customer record, its support threads, the messages in them, and any stored attachments. The person leaves the merchant's workspace as soon as we act on the request — no longer in dashboard search or the merchant's data export — and the records are permanently erased within 90 days. If a merchant or the person asked for a copy of the data before deletion, we provide the export first.

A merchant can disconnect any connected channel at any time from Settings, then Channels. Disconnecting Instagram removes the account from SocialAPI (or, for an account connected directly, revokes Shopkeeper's access token and unsubscribes it) so no more messages are delivered. Disconnecting stops new data arriving; it does not by itself delete data already received, which is what a deletion request covers.

Deleting data in Shopkeeper does not delete the merchant's source records held by Instagram, Meta, SocialAPI, Shopify, Google, our email provider, or any other connected platform. Those are requested from that platform directly, under its own policy. Shopify stores send automated privacy requests to us, and we action customer redaction and store redaction on the schedule Shopify sets.

We act on verified deletion requests within 30 days of verifying them, unless a stricter legal deadline applies, in which case we meet the shorter one, and confirm by email when we have. Records removed from a workspace are permanently erased within 90 days; a deleted workspace is erased in full when its deletion finishes.

Send requests and questions to hello@useshopkeeper.com. What we collect and why is described in our Privacy Policy.