OrderAgent is a trading name. Where these documents say “we”, “us” or “our”, they mean the operator of the OrderAgent service.
These are OrderAgent's data deletion instructions. They explain how to have personal data removed from the service, what removal actually covers, what is kept afterwards and why, and how long the whole thing takes.
Everything on this page can be started with one email to hello@orderagent.io with the subject Data deletion request. There is no form and no account to log into.
Start here: which one are you?
The answer differs by who is asking, because the data belongs to different people.
| You are | Ask | Why |
|---|---|---|
| A customer of a shop that uses OrderAgent | The shop, first | Your data is theirs. They can delete it themselves, usually the same day |
| A customer who cannot reach the shop | Us, at the address above | We will verify with the shop and then act |
| A shop, deleting one customer's data | Us, or do it yourself in the dashboard | Your call, no verification needed — it is your data |
| A shop, closing the account entirely | Us | The whole account goes, on the timetable below |
If you are a shop's customer
Message the shop
Send them a message on the same WhatsApp number you order from, asking for your data to be deleted. They can do it from their own dashboard. This is the fastest route and it needs nobody's permission but theirs.
Or email us
Write to hello@orderagent.io with the subject Data deletion request. Include the WhatsApp number you message the shop from, and the shop's name or its WhatsApp number.
We check that it is you
We confirm the request with the shop before deleting anything. This is not an obstacle put in your way — without it, anybody who knew your phone number could erase your order history.
We delete, and tell you
Within 30 days of the request being verified. You get a message back saying what was removed and what was kept.
If you are a shop
To delete one customer's data, tell us which customer and we will do it, or ask and we will walk you through doing it yourself. No verification step — it is your data and your decision.
To close the account and delete everything, email us from the owner number's registered address or send the request from the owner's WhatsApp number itself. We will confirm the scope with you before we run it, because it is not reversible. Once confirmed, the shop's records are deleted within 30 days, apart from the financial records described below.
You can ask for an export of everything first, and we would encourage it.
What gets deleted
- The phone number and the WhatsApp profile name.
- The whole conversation history, in both directions, including images and documents that were sent.
- Saved delivery addresses.
- Receipt images and PDFs, removed from storage.
- Draft, cancelled and expired orders.
- For a closing shop: the catalogue, staff records, settings, bank details and the payment QR image.
What is kept, and why
Completed financial records — paid orders, the payments that settled them, and the invoices issued for them — are retained for 7 years.
These are the shop's tax records. A shop is required to be able to produce them, and deleting them on request would destroy a business's record of a real trade that really happened. This is the one place where a deletion request cannot be honoured in full, and we would rather say so on this page than discover it with you afterwards.
What we do instead, where the record permits it, is reduce what those records say about you: the retained invoice and payment carry the amount, the date and the reference, not a live link to a customer profile that no longer exists.
The append-only audit log also keeps its entries. It records that a payment was approved, by whom and when — the mechanism that makes a money decision attributable afterwards. It is designed so that nothing in the software can edit or remove an entry, including us.
Deleting is not the same as stopping messages
Sending STOP to a shop's number stops every message immediately and
permanently, with no verification and no waiting. It does not delete anything.
That separation is deliberate. Most people who want the messages to stop still
want their unpaid order to exist and their invoice to be findable. If you want
both, send STOP for the immediate effect and then email us for the deletion.
How long it takes
- We acknowledge a request within 21 working days.
- Verified deletions complete within 30 days.
- Deleted data may survive in routine encrypted backups for a short period after that, and is overwritten as those backups age out on their normal cycle. It is not restored to the live service, and it is not used for anything.
If you disagree with the outcome
Write back and say so. If we have retained something you believe we should not have, tell us which record and we will explain the basis or remove it.
You also have the right to complain to the data protection authority in your country.
Questions about this page
Write to hello@orderagent.io. If you are a customer of a shop that uses OrderAgent, that shop is the first place to ask — they hold the relationship with you, and we act on their instructions.