What happens to my data when I uninstall Olvio

Uninstalling Olvio happens in two stages. Right away, your store loses its Olvio plan and Olvio stops answering shoppers. About 48 hours later, Shopify asks Olvio to delete your store's data, and Olvio permanently deletes it from its database and search index. This article explains both stages, what happens if you reinstall, and what the deletion doesn't cover.

Uninstall Olvio

Before you uninstall, copy anything you want to keep, such as your AI Setup text. If you need a copy of your data, email [email protected] before you uninstall and wait until you receive it: your data is permanently deleted about 48 hours after you uninstall.

Your encrypted Anthropic API key stays in Olvio until your data is deleted. While your store has a plan, you can remove it right away: open API Key in the Olvio admin and click Delete key before you uninstall.

From your Shopify admin, go to Settings → Apps.
Click the menu icon next to Olvio, then click Uninstall.
Optionally, pick a reason in Reason for uninstalling (optional).
Click Uninstall to confirm.

Uninstalling is also how you cancel your Olvio subscription. For billing details, see Cancel your subscription by uninstalling Olvio.

Right after you uninstall

As soon as Shopify tells Olvio that the app was uninstalled:

Olvio deletes the Shopify sessions it used to connect to your store.
Your store no longer has an Olvio plan.
The Olvio chat and the Olvio Advisor stop answering shoppers on your storefront.

Apart from the daily cleanup of old records (conversation history older than 30 days, and widget events and order attributions, which are deleted after 90 days on every plan), the rest of your data stays in Olvio until it's deleted, about 48 hours later. Olvio doesn't choose this delay: it's when Shopify sends its data deletion request.

From the moment you uninstall, your store has no plan, and Olvio keeps 30 days of conversation history. Every day, conversations, shopper questions and unanswered questions older than 30 days are deleted. If you were on Growth or Scale, the next daily cleanup can remove part of your history before the 48 hours are up, and choosing a plan again doesn't bring it back.

If you reinstall before your data is deleted

If you reinstall Olvio before your data is deleted, your settings, API key (unless you deleted it), knowledge base and catalog can still be there. This isn't guaranteed: if Shopify still sends its deletion request after you reinstall, Olvio deletes your data anyway.

Your subscription isn't restored:

Olvio opens on the Plans page, and you need to choose a plan again.
If you had already subscribed to a plan, including one still in its free trial, the trial isn't offered again. The heading at the top of the page reads Choose your plan, and charges start as soon as you approve the subscription. See Your 14-day free trial explained.
Changes you made to your products and collections while Olvio had no plan may be missing. After you choose a plan, open Olvio in your Shopify admin and, on the Dashboard page, click Resync now. You can resync once every 24 hours: if the button is grayed out, hover over it to see when it's available again. See Resync your product catalog.
Orders placed while Olvio had no plan aren't attributed to Olvio.

About 48 hours later: permanent deletion

About 48 hours after you uninstall, Shopify sends Olvio a request to delete your store's data. Olvio then permanently deletes this data from its database and search index:

Conversations, the questions shoppers asked, and unanswered questions.
The widget events (impressions, conversations and add-to-cart signals) and order attributions behind your dashboard.
Your knowledge files and external web pages.
Your synced products and collections, including the custom suggested questions you set on the Questions page.
The store pages, blog articles and policies Olvio read.
The search index built from your products and store content.
Your store record: plan and billing state, encrypted Anthropic API key, Claude model, AI Setup, Appearance and Advisor settings, language settings, and the access token Shopify issued to Olvio.
Any remaining Shopify sessions.

Olvio also clears cached copies of this data, such as generated suggested questions. This deletion can't be undone.

What isn't deleted

The deletion covers Olvio's database and search index. It doesn't cover, for example:

Your Shopify data. Your products, orders and product metafields, including your custom.olvio_knowledge notes, stay in Shopify. Olvio's access to them was read-only, so uninstalling doesn't change them.
The anonymous session ID. Once Olvio has replied to a shopper's message, the widget adds an _olvio_session attribute with an anonymous session ID to their cart. Shopify copies it into any order placed from that cart, where it stays under your control. It also stays on the shopper's cart for as long as Shopify keeps that cart. The widget may also have saved this anonymous session ID in the shopper's browser storage, where it stays until the shopper clears it.
Data held by Anthropic. Requests Olvio sent to Claude with your API key, including shopper messages and the store information used to answer them, are handled by Anthropic under its own terms and your agreement with Anthropic, and Olvio can't delete them. See Anthropic's Can you delete data that I sent via API?. Uninstalling Olvio doesn't change your Anthropic account or its billing.
Support conversations. Messages you exchanged with Olvio support are kept in Olvio's support tool (Intercom) and aren't part of the automatic deletion. To ask for them to be deleted, email [email protected].

Questions about your data

After uninstalling, you can no longer open the Olvio admin to contact Olvio support. To exercise your rights over your store's data, email Olvio's Data Protection Officer at [email protected]. Olvio responds within one month of receiving your request. For complex requests, this can be extended once by two more months, and you're told if it is.

For more, see What data Olvio stores about your store and GDPR rights: access, rectify, delete.