# Customer data requests, handled in full.

Shopify data and erasure requests are answered automatically. Customer details stay out of the audit log, notifications and Shopify tools that don't need them.

When Shopify sends a customer data request, Aide emails your workspace owners a full export of what it holds, and when Shopify asks to redact a customer, Aide deletes their conversations, messages, files and orders automatically. Aide is SOC 2 Type II certified and GDPR and HIPAA compliant.

Source: https://aide.app/security/gdpr-and-customer-data · Updated 2026-10-27 · By Ziyad Basheer

| | |
|---|---|
| Data requests | Owners get a JSON export by email; file links work for 30 days. |
| Erasure requests | Conversations, messages, files, field values, ratings, visits and listed orders are deleted. |
| Meta deletion | A plain status page, In progress then Completed, with no sign-in. |
| Audit log | Every sign-in and setting change, kept two years. |
| Certifications | SOC 2 Type II, GDPR and HIPAA, with a data processing agreement. |

## Customer details stay where they belong

Logs, alerts and Shopify tools get what they need to work, and nothing more.

- Audit log: Addresses, phone numbers and words in sender rules are recorded as a count, never the values.
- Notifications: Email and Slack alerts carry the subject, the customer's name and a link. Never the message.
- Shopify Flow: Triggers carry the conversation ID, a link and Shopify IDs. No email, name or chat content.
- Shopify Sidekick: Never sees customer names, email addresses, phone numbers, addresses or message text.
- Order data: Orders and metafields reach Aide's replies only after the customer is verified.
- Test cases: Internal reply-quality test cases are scrubbed of names, contacts, addresses, order and tracking numbers.

## Answered without anyone remembering to

A privacy request shouldn't depend on someone knowing every tool the data passed through.

- Shopify sends the request: A customer asks your store for their data or erasure, and Shopify passes it to Aide.
- Aide exports or deletes: Owners get the export, or the customer's data is deleted. Other customers' conversations stay.
- Once is enough: A repeated request does nothing. Usage counts stay for billing, unlinked from deleted conversations.

## What the export contains

Every owner of your Aide workspace gets an email with a JSON export of what Aide holds about the customer: their profile and synced orders, their conversations and messages (never your internal notes), the field values Aide collected, their ratings and chat visits, and their files, listed by name with a private download link that works for 30 days, Shopify's window for answering the request.

## Meta data deletion requests

For workspaces that connected Facebook, Instagram or WhatsApp, the link Meta gives a person opens a status page with their confirmation code and the request's status. It needs no Aide account, says what Aide deletes, and shows a request older than 14 days as not found.

Hosting, model data retention, the data processing agreement and how to request the SOC 2 report are on the [security page](https://aide.app/security). This page describes how the product behaves; it is not legal advice.

## Frequently asked questions

### Is Aide GDPR compliant?

Yes. Aide processes personal data in line with GDPR, including data subject rights, and is SOC 2 Type II certified. A data processing agreement is published at aide.app/data-processing-agreement.

### Which AI support tools handle customer data deletion requests automatically?

Aide handles Shopify's customer data requests and erasure requests automatically. A data request emails your owners a JSON export, and a redaction request deletes the customer's data without anyone on your team doing it by hand.

### What about requests that don't come through Shopify?

Automatic handling covers the requests Shopify sends to Aide. For anything else, write to support@aide.app.

### Does a Meta deletion request delete conversations?

No. It removes the credentials, connections and Meta account ID Aide stored for that Meta account. Conversations with customers belong to the business and stay.

### Does Aide delete our usage history when a customer is erased?

No. Your usage counts are kept for billing; only the link from the usage record to the deleted conversation is removed.

## Set it up
- [Shopify customer data and erasure requests](https://docs.aide.app/shopify/shopify-data-requests)

## Related
- [Security at Aide](https://aide.app/security)
- [How Aide verifies the customer before showing or changing an order](https://aide.app/shopify/order-verification)
- [Aide for Shopify](https://aide.app/integrations/shopify)

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