Overview
This article explains how long the app keeps your records, event history, and related data, and what happens when you delete a record. Use it to plan audits, investigations, and compliance reviews, because different kinds of data are kept for different lengths of time.
Retention policy
Pipe17 retains customer data for at least 180 days after the end of the customer relationship, or up to 7 years after the last transaction, depending on your contract with Pipe17. If you need to confirm the retention terms that apply to your account, submit a support request.
How long each type of data is kept
| Data | How long the app keeps it | Notes |
|---|---|---|
| Records (orders, shipping requests, fulfillments, products, purchase orders, arrivals, receipts, returns) | For as long as your account is active, within the retention policy | Includes soft-deleted records. |
| Events | 60 days | Shown on the Events page. After 60 days, the event and its request and response details are no longer available. |
| Inventory events | 15 days | Inventory updates are kept for a shorter time because of their volume. |
| Record change history (timeline) | 60 days | Includes who changed a record's status and when. |
| Inventory ledger history | 60 days | The app always keeps the latest ledger entry for each SKU and location. |
| Original source data (the payload received from the source system, such as a sales channel) | 720 days | After 720 days, the original payload is no longer available, but the record itself is kept. |
| Amazon customer personal data on completed records | Masked 30 days after the record reaches a final status | Applies to records from Amazon connections, as required by Amazon's data protection policy. Names and addresses are cleared; the rest of the record is kept. |
Backups are kept for a few days for disaster recovery only. They are not an archive, and you can't request records from them.
What this means for audits and investigations
- You can look up an order from years ago, but the events that show who changed it or what was sent to other systems are only available for 60 days.
- If you need to keep a longer audit trail, export events or orders on a regular schedule. See Exporting Orders.
- To find who archived or changed an order, see Find who archived or changed an order.
Deleted records
When you delete a record in the app, it is soft deleted by default:
- The record is marked as deleted and removed from the main list.
- The record and its data are kept, and you can restore it. For orders, see Deleted Orders.
- A soft-deleted record keeps its external ID, so the same record isn't imported again from the source system.
A hard delete removes the record permanently. You can't hard delete records in the app or with your API key. If you need a record removed permanently, for example so it can be imported again, submit a support request with the record's external ID.
Inventory records work differently: they don't have a deleted state that you can restore.
Archived records are not deleted
Archiving and deleting are different actions:
| Archived | Deleted | |
|---|---|---|
| What it is | An order status | A removed record |
| Where to find it | Orders → All Orders, filtered by Status = Archived | Orders → Deleted Orders |
| Updates from the source system | The app stops pulling changes for the order | Not imported again |
| How to undo it | Change the order status | Select Restore Orders on the Deleted Orders page |
For more about order statuses, see Order Lifecycle Overview.
Need Help?
If you need additional assistance:
- Use Ask Pippen, our AI agent, located at the top of the platform page.
- Submit a support request with as much relevant detail as possible. Learn how to submit a request.
We're here to help you succeed with your operations.
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