1. General rule
We retain personal and operational data only while it is needed to provide the service, fulfill merchant instructions, maintain security and continuity, resolve disputes, enforce agreements, and meet tax, accounting, payment, or other legal obligations. Data may be deleted, de-identified, or aggregated when the applicable period ends.
2. Platform accounts and merchant records
- Active platform and staff accounts: for the life of the account.
- Merchant deletion requests: a store enters a 7-day grace period during which the request can be canceled. After that period, the platform schedules permanent deletion of the tenant, hosted deployment, managed database, store uploads, access credentials, and associated platform records.
- Subscriptions, invoices, payments, tax, and transaction records: retained for the period required by applicable tax, accounting, payment, and dispute-resolution obligations. Payment processors may retain their own independent records.
- Sales, onboarding, and support communications: retained while the relationship or support matter is active and for a reasonable period afterward for continuity, security, and dispute resolution.
- Unconverted signup drafts: generally 90 days.
3. Merchant store data
While a store is active, its catalog, customers, orders, quotes, content, inventory, messages, and configuration are retained to provide the store. Merchants can configure customer-facing retention disclosures through the store policy wizard. After store termination, Total.Supply provides a 7-day cancellation window after a verified merchant deletion request. When that window ends, the automated purge removes the store deployment, managed database, store uploads, identity enrollment, and platform-side tenant records. Merchants should export needed records before requesting deletion.
4. Security, audit, and operational data
- Security and audit records: retained while needed to investigate incidents, demonstrate authorized actions, prevent abuse, and meet legal obligations. A limited audit trail may remain after a tenant purge without the deleted tenant association.
- Platform metrics and page-view events: detailed events are generally retained up to 90 days; aggregated statistics may be kept longer without direct identifiers.
- Webhook and job idempotency records: retained only for the operational window needed to prevent duplicate processing and investigate failures.
- Credential-rotation and deployment records: retained while operationally or legally relevant; secrets are rotated or revoked when no longer needed.
5. Backups and provider copies
Deleted data may remain in encrypted, access-restricted backups until the applicable backup lifecycle expires. Backup copies are isolated from ordinary product use, and deletion controls are reapplied if a restoration temporarily reintroduces a deleted record. Connected providers—such as payment processors, marketplaces, social networks, carriers, or merchant-owned services—apply their own retention rules.
6. Legal holds and exceptions
We may preserve limited information beyond the normal period when reasonably necessary for a legal hold, regulatory obligation, fraud or abuse prevention, payment dispute, security investigation, tax record, or enforcement of rights. We retain only what is relevant to that purpose.
7. Deletion requests
See Data Deletion for request instructions. If data belongs to a merchant store, contact the merchant first. Total.Supply will assist merchants with verified requests as required by contract and law.