Handling data requests
What happens when a shopper asks you to delete or share their data.
Last updated · 29 Sep 2026Privacy & data
Shoppers can ask your store to delete their personal data, or to share what you hold about them. These requests come through Shopify.
Deletion requests
When a shopper asks for their data to be deleted, Shopify forwards the request to PixelChat automatically. We delete that shopper's conversations and messages — including ones where they only gave their email or phone number in the chat. You don't need to do anything.
Access requests
When a shopper asks your store for a copy of their personal data, send Shopify's customer data request for them as usual (in your Shopify admin, open the customer and choose More actions → Request customer data). Shopify passes it to PixelChat, which gathers what it holds about that shopper:
- their chat conversations, as they saw them
- the details they gave in the chat
- their messages through the chat's contact form
It finds them by the shopper's Shopify customer account, and by the email address or phone number they gave in the chat when it matches exactly. Order details appear only where the assistant showed them in a reply. We email your store's Shopify address when the data is ready; the data itself is never emailed.
- In PixelChat, open Data requests.
- Find the request by the date it arrived, Shopify's request number or the customer ID.
- Click Download data file (JSON) or Download readable page.
- Send it to the shopper, as your privacy policy describes.
The copy only includes what PixelChat still holds: conversations are deleted 14 days after their last message and contact-form messages after 30 days. See How long data is kept.