BitBox uses the information you provide to answer support requests, process payments and deliver orders. These records serve different purposes, so they are not all deleted at the same time. Deletion of a support conversation does not mean that your order records or invoice have also been deleted.
This article explains support and order data handling. For wallet-related requests and network privacy, see what data the BitBoxApp shares.
How your support messages are handled
Your request can include your contact details, message text and any attachments you choose to send. Support conversations are held in our self-hosted support system. MailerSend delivers outgoing messages; Soverin handles incoming email replies before they are fetched into that system and removed from the mail server.
Send only information relevant to your request. Never send recovery words, wallet backups, private keys, passwords or passphrases. BitBox Support will never ask for your wallet secrets.
What happens when support correspondence is deleted?
Inactive tickets and their correspondence are deleted automatically unless you request further follow-up. If you still need help, reply to your support conversation.
Once correspondence has been deleted, Support cannot retrieve it to continue a later inquiry. You can still contact us again, but please provide the relevant details rather than relying on the earlier conversation being available. Deletion of support correspondence is separate from your newsletter subscription.
How order, payment and delivery data are handled
Our shop uses your name, contact details and delivery address to process your order. It is self-hosted, but completing an order also involves service providers. Fiat payments use providers including Stripe and PayPal; Bitcoin payments use our BTCPay Server. Delivery providers receive the details needed to deliver your parcel. A separate fulfilment platform manages labels and tracking.
The retention periods differ by record:
| Record | Retention or anonymisation |
|---|---|
| Personal information in live shop systems | Anonymised after 30 days; for delayed shipments, upon fulfilment. |
| Order data in the fulfilment platform | Anonymised after 180 days. |
| Invoices | Retained securely for ten years. |
The shop's anonymisation schedule is not a promise that every provider deletes its records on the same date. For provider details and the full explanation, read the BitBox Privacy Policy.
How to request access or deletion
To request access to your personal data or earlier deletion, use the privacy contact listed in the BitBox Privacy Policy. Some records must be retained to meet legal obligations, so a deletion request does not necessarily remove every record.