Data Retention Policy

RepairTracker Last updated: April 10, 2026 Contact: support@tracker.repair

This policy describes how long RepairTracker retains different types of data and what happens to that data during key lifecycle events.

Data Categories and Retention Periods

Data Category	Retention Period	Trigger for Deletion
Shop settings, statuses, categories	Duration of app installation	App uninstall
Technician records	Duration of app installation	App uninstall or manual deletion
Customer records	Duration of app installation	App uninstall or GDPR redaction request
Repair tickets (active)	Duration of app installation	App uninstall or manual deletion
Repair tickets (archived)	Duration of app installation	App uninstall
Ticket photos	Duration of app installation	Manual deletion or app uninstall
Ticket activity logs	Duration of app installation	App uninstall
Ticket notes/comments	Duration of app installation	App uninstall
Email templates	Duration of app installation	App uninstall or manual deletion
Shopify session tokens	Duration of app installation	App uninstall
Application server logs	30 days	Rolling deletion
Email delivery logs (Resend)	Per Resend’s retention policy	Managed by Resend

Lifecycle Events

App Uninstall

When a merchant uninstalls RepairTracker:

1. Immediate: All shop data is permanently deleted via the app/uninstalled webhook, including:
   • All customer records
   • All repair tickets (active and archived)
   • All ticket photos (metadata only; files stored on Shopify are managed by Shopify)
   • All ticket notes, activity logs, status history, and parts records
   • All technician records
   • All shop settings, status definitions, and email templates
   • Shopify session data and billing/plan information
2. Within 48 hours (safety net): Shopify sends a shop/redact compliance webhook. If any data remains due to a prior webhook delivery failure, it is deleted at this point.

Deletion is cascading — removing the shop record automatically removes all associated data. Backup copies are purged within 30 days.

Customer Data Redaction (GDPR)

When a customer requests deletion of their personal data through Shopify:

1. Shopify sends a customers/redact webhook to RepairTracker
2. Within 30 days, the customer record is anonymized:
   • Name is replaced with “Redacted”
   • Email is replaced with a non-functional address
   • Phone number is cleared
   • Address fields are cleared
   • Contact consent flags are reset to false
   • Preferred language is reset to default
3. Activity log entries containing customer-identifying information are sanitized
4. Ticket history associated with the customer is preserved with the anonymized reference, as merchants may need this for warranty, legal, or business purposes

Customer Data Request (GDPR)

When a customer requests access to their personal data:

1. Shopify sends a customers/data_request webhook to RepairTracker
2. We compile all stored data for the customer, including their personal details, associated ticket information (item descriptions, issue descriptions, status history, notes, activity logs, and photos), and contact consent records
3. This data is provided to the merchant so they can fulfill the customer’s request

Ticket Deletion

When a merchant manually deletes a ticket:

• The ticket and all associated data (notes, photos, activity logs, status history, parts) are permanently deleted
• The customer record is not deleted, as it may be referenced by other tickets

Ticket Archiving

When a ticket reaches a final status (Completed or Cancelled):

• The ticket is automatically archived and its closed date is recorded
• Archived tickets remain in the database and can be viewed by the merchant
• No data is deleted during archiving

Data We Do Not Retain

• Shopify customer data: We do not access or store Shopify’s customer records. Repair customers are stored independently in our database.
• Payment card data: All payment processing is handled by Shopify. We store only quoted price, final price, payment status, and amount paid.
• Photo files: Photo files are stored on Shopify’s infrastructure via the Files API. We store only the URL reference and metadata (caption, type, visibility).

Backups

Database backups follow the retention policies of our infrastructure provider. Backups containing personal data are subject to the same retention and deletion policies as live data. When data is deleted from the live database, it is purged from backups within the backup rotation period.

Contact

For questions about data retention or to request data deletion, contact us at support@tracker.repair.