Data deletion

Crossell.io is a multichannel ecommerce management and marketplace integration platform. This policy explains how sellers can delete data and what happens when an account or integration relationship ends.

1. Self-Service Account Deletion

You may delete your Crossell.io account at any time from Settings (Account card). Choose "Delete my account", type your account address and confirm with your password (and your two-step code if you use one). We then wait 30 days: you can still sign in, download your data and cancel. When the 30 days end we delete your account, the businesses you own and everything stored in them (profile, marketplace credentials, catalog, orders, messages, files and usage history). Deletion is refused, with the reason shown, while a business you own still has team members, or a paid plan or Shopify billing is running.

2. Disconnecting a Marketplace

You can disconnect individual marketplace accounts (for any marketplace or sales channel) without deleting your entire Crossell account. When you disconnect:

• OAuth tokens and API credentials for that channel are revoked and deleted from our systems
• Channel-specific sync jobs for that integration are stopped
• Imported listing data may remain in your catalog until you delete it or close your account

3. Deletion Requests by Email

To request deletion of specific data, or if you cannot access your account, contact privacy support from the address associated with your account. Include your shop name and connected platforms. We verify ownership before processing deletion requests.

4. What We Delete

• Account profile information (email, name, preferences)
• Encrypted marketplace credentials and OAuth tokens
• Product catalog, mappings, and listing data stored in Crossell
• Billing and subscription records tied to your account; we keep only the payment-processor identifiers needed to find the records the law requires, which stay with the processor

5. What We Do Not Control

Deleting data in Crossell does not remove listings already published on third-party marketplaces. You remain responsible for delisting or updating products on each channel according to that marketplace's policies.

6. Retention Periods

• Marketplace credentials: deleted when the 30-day waiting window of an account deletion ends, or immediately on disconnect
• Catalog and listing data: deleted when the 30-day waiting window of an account deletion ends
• Buyer questions and messages: kept for 2 years after the last message of the conversation; then the buyer's name, the buyer's marketplace account identifiers and the buyer's name written inside the messages and answers are removed, and the question and answer text stays as anonymised reference for future reply suggestions. Records derived from a message (for example automatic analysis results) are not rewritten and are deleted with the account
• Your own answers to buyers: kept while your account is active; the buyer's name is removed from them 2 years after the conversation's last message; deleted with the account
• Customer names on orders: kept while your account is active as part of your business records; erased with the account
• Shipping label files: deleted 30 days after the label was created
• Billing records: retained as required by applicable tax and accounting law (typically up to 7 years)
• Security and audit logs: kept only as long as needed for fraud prevention and incident investigation, then purged or anonymized

7. End of Relationship

When your paid subscription ends, or while an account deletion is waiting, you can still download your own data (products, orders, account details) from Settings, Account. After account deletion, we do not retain seller marketplace data beyond the retention periods above unless required by law.

8. Contact

Questions about data deletion: contact privacy. General support: contact support.