Data export and deletion
Get a copy of your data, answer customer data requests, and know exactly what happens if you uninstall.
You can export everything at any time, and Enscale handles Shopify's mandatory privacy requests automatically without you doing anything.
If you're thinking of uninstalling, export first
Your data is deleted 48 hours after you uninstall. Once that runs, it's gone — there's no recovery. Requesting an export takes a minute and it's the one thing you can't do afterwards.
Exporting your data
Request an export from your account settings. Enscale assembles an archive and tells you when it's ready.
| Status | Means |
|---|---|
| Pending | Queued |
| Processing | Being assembled |
| Ready | Download it |
| Failed | Something went wrong — request again or contact support |
| Expired | The download window closed. Request a fresh one. |
Download links expire on purpose. An archive of your entire customer conversation history shouldn't sit on a permanent URL that anyone who finds it can open.
What's in it: contacts, conversations and messages, automations, campaigns and their results, reviews, loyalty accounts and their full ledger, and usage records.
When a customer asks for their data
Shopify requires every app to handle three privacy requests. Enscale implements all three, and you don't need to do anything — they work automatically.
| When Shopify sends | Enscale does |
|---|---|
| A customer data request | Assembles that customer's data for you to hand over |
| A customer deletion request | Deletes that customer's personal data |
| A store deletion request | Deletes everything, 48 hours after uninstall |
Each one is recorded in the audit log with a timestamp, so you can evidence that you complied.
The audit log
Enscale records the events that matter for compliance:
| Event | Recorded when |
|---|---|
| Workspace registered | You install |
| Workspace reactivated | You reinstall |
| Pending deletion | Deletion was requested |
| Deleted | Data was removed |
| Export requested / ready / downloaded / expired | Each stage of an export |
| Customer data requested | A customer data request arrived |
| Customer redacted | A customer's data was deleted |
| Shop redacted | Your store's data was deleted |
What happens when you uninstall
Everything stops immediately
Automations stop, campaigns stop, no further messages go to your customers, and your channels disconnect. Nothing is sent on your behalf after this point.
Your data is held for a short window
Your workspace is marked for deletion but kept — so if you reinstall within the window, your whole setup comes back rather than starting from scratch.
Useful if you uninstalled to troubleshoot something, or switched plans and changed your mind.
After 48 hours, it's deleted
Shopify sends the deletion request, Enscale removes your data, and it's recorded in the audit log.
Deleting sooner
If you want your data removed before the automatic window, contact support. You'll be asked to confirm, because it can't be undone.
What Enscale holds, and why
| Data | Why it's kept |
|---|---|
| Contacts | Identity, channel handles, consent evidence |
| Conversations and messages | Your support history |
| Shopify references | Customer, order and product IDs, for context |
| Consent history | Where and when each opt-in or opt-out happened |
| Media | Images, audio and documents customers sent you |
| Usage records | Metering, for billing |
Consent history is retained deliberately. It's the evidence that you had permission to message someone — exactly what you'd need if a customer or Meta ever questions it.
Next steps
- Security and privacy — how the data is protected.
- Shopify installation — including what uninstalling does.
- Contacts — the consent record.