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Data deletion

How to have your data deleted

Instructions for merchants, for their customers, for people who interacted with a store through Facebook or Instagram, and for anyone who sent a Start-with-Via request.

Draft for Founder review. The steps below describe what Via can do today. The contact address, response time and retention periods are OPEN and must be set before this page is published or given to Meta as the data deletion instructions URL.

Merchants: disconnect or delete

  1. Disconnect an integration. In Via Admin go to Settings → Connections and choose Disconnect on Meta, WhatsApp or another provider. Disconnecting Meta deletes Via's copy of the access tokens at once. Business data already imported (for example ad spend rows or catalog content the merchant chose to import) stays until the merchant asks for it to be removed.
  2. Delete an organization's data. The owner emails OPEN (contact address) from the owner account's email with the organization code. Via confirms the request, removes personal data and integration data, and tells the owner what was kept: order and financial records that the merchant or the law require to be retained (OPEN: retention period), kept in a form that no longer identifies the people concerned where the law allows.
  3. Response time. OPEN: within a stated number of days of a confirmed request.

Customers of a store that runs on Via

The store you bought from is responsible for your data. Ask the store first; it can delete your customer account, addresses and messages from Via Admin, and it decides what it must keep for orders you placed. If you cannot reach the store, email OPEN with the store's name and the email or phone number you used, and Via will route the request to the merchant and help them answer it.

People who interacted through Facebook or Instagram

If a merchant connected its Facebook Page or Instagram account to Via, Via may hold comments or messages you sent to that merchant, only where the merchant enabled that import. The merchant is responsible for that data. To have it deleted, contact the merchant, or email OPEN with the Page or Instagram account name and your username; Via will remove its copy and confirm.

Meta's data deletion callback is not implemented by Via yet; this page (runonvia.com/data-deletion) is the data deletion instructions URL. Removing the Via app from your Facebook settings does not by itself delete data already held by a merchant on Via; use the steps above.

Start-with-Via requests

If you sent a request through this site and want it deleted, email OPEN quoting the reference you received (it starts with VIA-) or the email address you used. Via deletes the request record and confirms.

What we need from you

  • Enough to find the record: organization code, store name, the email or phone you used, the Page or Instagram username, or the request reference.
  • A way to confirm it is you: we reply to the address on the record before deleting.

Contact: OPEN. Last updated: OPEN.