Contacts
Customer data retention and deletion
Understand pending deletion requests, retained financial records, and expired export downloads.
Updated 22 October 2026
A deletion request does not always mean every record can be removed immediately. Invoices, payment records, and information needed for a dispute may need to be kept. Your compliance contact decides which information can be removed and when.
A deletion request is pending review
When a customer erasure request is submitted through the API, Qcom records the request and returns pending review. This means the request has been received; it does not mean the customer's information has been erased. Repeating the request returns the existing request.
Ask your compliance contact to review the information that must be kept and the personal details that can be removed. There is currently no automatic completion of this review or automatic anonymisation.
A deletion is blocked
Ordinary contact deletion is blocked when the customer has retained financial information or a pending erasure review. A legal hold also prevents removal of the information it protects.
Permanent file deletion and final workspace purging are paused while their retention and deletion rules are reviewed. Moving a file to trash does not permanently remove its stored contents.
Export downloads expire
An expired export can no longer be downloaded. If removing the stored file fails, Qcom keeps the information needed to retry removal. Download expiry does not mean the underlying invoices, payments, or messages have been erased.
Customer data exports include retained invoice summaries, payment requests, and orders. Contact records merged into the customer are included in the relevant lookup.
Who can change retention or holds
Only a full platform administrator can record an approved cleanup rule or place and release a workspace-wide legal hold. Cleanup rules require an approval reference and a future review date. A missing, paused, or expired approval prevents automatic message and audit-log purging.
A review date is not a promise that records will be deleted that day. Active holds and unresolved support tickets can require information to be kept longer.
Related
- Export and delete your data
- Workspace access and customer data
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