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Data Deletion Instructions

If you have interacted with a Chizy-powered chatbot — on a Shopify storefront or via a messaging channel such as WhatsApp, Messenger, or Instagram Direct — and you would like us to delete the personal data we hold about you, this page explains exactly how to make the request.

This page applies to everyone:

  • End-Users (shoppers) who messaged a store using Chizy

  • Merchants who installed the Chizy App on their Shopify store

1. What data does Chizy hold about me?

Depending on how you interacted with us, Chizy may store:

  • Your name, email, or phone number (if you submitted them via a pre-chat survey or signed in to the store)

  • The messages you exchanged with the chatbot or a human agent

  • Messaging-channel identifiers and profile data, depending on which channel you used:

    • WhatsApp — your phone number and WhatsApp profile name

    • Messenger — your Page-Scoped User ID (PSID), Facebook profile name, and profile picture URL

    • Instagram Direct — your Instagram-Scoped ID (IGSID), Instagram username, and profile picture URL

  • Technical data such as your IP address, browser, and approximate location

  • For Merchants: account, store configuration, and billing information

For the full list, see our Privacy Policy.

2. How to request deletion (End-Users)

Send an email to [email protected] with the following:

  • Subject: Data deletion request

  • In the email, include:

    • The store URL or merchant name you interacted with (e.g. https://store-name.myshopify.com)

    • The identifier(s) you used — for example: email, phone number, WhatsApp number, Messenger/Facebook profile name, or Instagram username

    • A short note confirming you want your data deleted

You do not need an account with Chizy to make this request.

3. What happens after you send the request

Step
Timeline

We acknowledge your request and may ask for information to verify your identity

Within 7 days

We remove your personal data from our active systems

Within 30 days

Your data is purged from our backups

Within 90 days

We confirm completion to you by email

After active-system removal

If your request is complex or we need an extension under applicable law, we will let you know within the initial response.

4. Other ways to delete data (Merchants)

If you are a Merchant, you have two additional options that do not require contacting support.

(a) Delete individual conversation logs from the Chizy admin.

  1. Open the Chizy admin inside Shopify

  2. Go to Conversations

  3. Open the conversation(s) you want to delete and click Delete

Deleted conversation logs — including the associated End-User messages, identity fields, and metadata — are removed from active systems within 30 days and from backups within 90 days.

(b) Uninstall the Chizy App — automatic full deletion.

When you uninstall the Chizy App from your Shopify store:

  • Deletion is initiated within 48 hours via Shopify’s shop/redact and customers/redact GDPR webhooks

  • Removal from our active systems is completed immediately after 48 hours

This covers all of your store’s data, including end-user conversations associated with the store.

5. What is NOT covered

  • Shopify data. Chizy is a third-party app on Shopify. Data held by Shopify (orders, customer accounts, etc.) is governed by Shopify’s own policies — please contact the merchant or Shopify directly.

  • Meta-side messaging data. Messages stored on Meta’s WhatsApp, Messenger, and Instagram infrastructure are governed by Meta’s own policies:

  • Data the merchant exported. If a merchant has exported your data from Chizy into another system (e.g. a CRM), you should contact the merchant for deletion in that system.

6. Need help?

If you have any questions about this page or your deletion request, email us at [email protected] and we will help.

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