Overview
Acenda automatically clears certain customer-identifying fields on a marketplace order a set number of days after it was placed, to help you protect sensitive customer information and maintain marketplace integrity.
This safeguard helps reduce the risk of unauthorized access to customer data while still preserving the order information you need for reporting, analysis, and operational workflows.
The 30-Day Auto-Redaction Process
By default, Acenda clears certain customer-identifying fields on an order 30 days after the order's order date — not from when it was imported into Acenda or when it shipped.
Good to know: This runs automatically and isn't a setting you turn on or off per order. It's enabled by Acenda on most major sales-channel integrations — the large marketplaces most merchants sell on — but it may not yet be enabled for every connected channel. If you need to confirm whether it applies to a specific integration you use, contact Acenda Support.
What does Acenda redact?
Once an order crosses the 30-day mark, the following customer details are cleared:
Customer name (first and last)
Company name (if provided)
Street address lines
Email address
Phone number
What is retained
The following order and location details are not cleared:
City
State / region
Zip / postal code
Country
The order itself and its line items
This allows you to continue using order data for business analysis, tax reporting, marketplace reporting, and approved third-party vendor workflows without retaining unnecessary customer-level PII.
Example: Before and After Redaction
After the 30-day window has passed, order details in your Acenda dashboard update as follows. Note that cleared fields are left blank — Acenda does not replace them with placeholder text:
Field | Days 1–30 | Day 31+ (Redacted) |
Customer Name | Jane Example | Cleared |
Street Address | 123 Example St | Cleared |
Cleared | ||
Phone | 555-555-5555 | Cleared |
City / State / Zip | Anytown, ST 00000 | Anytown, ST 00000 |
City, state, and zip code are retained so that reporting and operational data remain usable after redaction.
Your Responsibility: Marketplace Compliance
Acenda provides automated PII safeguards, but marketplace-specific compliance remains your responsibility as the Acenda client.
Each marketplace may have its own requirements for how customer PII can be accessed, stored, exported, shared, or retained. You're responsible for ensuring your internal workflows comply with the policies of each marketplace you sell on, including but not limited to Target+, Amazon, Walmart, and other connected channels.
Important compliance notes
Marketplace rules:
You must ensure your team follows the PII and data retention policies required by each marketplace.
No active compliance monitoring:
Acenda does not monitor, audit, or enforce marketplace-specific PII compliance rules on your behalf.
Data backups and exports:
If your business needs long-term access to full customer PII for shipping, accounting, customer service, or recordkeeping, export your data (under DATA TRANSFERS > Exports in Acenda — see Using the Export Feature) or sync it to your ERP or other system of record within the first 30 days. You can also set up a Scheduled Export to send this data to SFTP on a recurring basis. An export run after day 30 will reflect the cleared fields — it won't recover PII that has already been redacted.
Best Practice
Review your internal order management, fulfillment, accounting, and customer support workflows to confirm that any required customer PII is exported or synced before the 30-day redaction period ends. This helps ensure continuity while supporting responsible data handling practices.
Troubleshooting & FAQ
When does Acenda clear customer details on an order? By default, 30 days after the order's order date, not from when the order was imported or shipped.
Can I recover customer details after they are cleared? No. An export run after day 30 shows the cleared fields as blank. Export or sync the data to your own system within the first 30 days.
Does auto-redaction apply to every channel I connect? It is enabled on most of the major sales-channel integrations but may not be enabled for every connected channel. Contact Acenda Support to confirm a specific integration.
Related articles
Still stuck? Contact Acenda Support and Acenda support can help confirm how redaction applies to your account.
Related: Acenda training and onboarding
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