Deleting your information

Last updated: 26 October 2026

ShopOn Online (Pty) Ltd ("ShopOn") runs the ShopOn platform. This page explains how to have ShopOn delete information it holds about you: for the Instagram Feed, for the Facebook & Instagram catalogue, and for your ShopOn account. What we hold and why is set out in our Privacy Policy (section 17 covers the Meta connections).

1. The Instagram Feed

What ShopOn holds: an access token for your Instagram account, the account's ID and username (and its name and profile picture where Instagram provides them), and a copy of your recent posts kept for your shop's pages.

Disconnect in ShopOn: open your shop in the ShopOn editor, open any Instagram Feed's settings (the gear) and press Disconnect. This starts ShopOn's clean-up: ShopOn deletes the access token and the account details and empties the copy of your posts. If your shop is busy at that moment, it finishes shortly afterwards.

Your posts are yours: your posts on Instagram stay on Instagram; ShopOn never changes or deletes them.

Removing ShopOn in Instagram (Settings → Website permissions → Apps and websites) stops ShopOn's access. It does not, by itself, confirm that ShopOn has deleted what it holds: disconnect in ShopOn first, or send us a request (section 4).

2. The Facebook & Instagram catalogue

What ShopOn holds: an access token for the business integration you authorised, the IDs and names of your business and the catalogue you chose, the ID of ShopOn's product feed in that catalogue, your product choices, the history of imports and the record of which products were sent.

Disconnect in ShopOn: in your shop admin open Sales Partners → Facebook & Instagram → Settings and press Disconnect. This starts ShopOn's clean-up: ShopOn asks Meta to delete its product feed in your catalogue (Meta then removes the products that came from it), then deletes its access and the records above. If Meta cannot be reached, ShopOn keeps trying for up to 24 hours. If it still cannot confirm that the feed was removed, it deletes its access anyway and your admin screen tells you to delete the feed named "ShopOn product feed" in Commerce Manager yourself.

Your catalogue is yours: the catalogue itself, and anything you added to it yourself, belong to your Meta business account and are managed in Meta's own tools.

Removing ShopOn in Meta's settings (Meta Business Suite → Settings → Integrations → Connected apps) stops ShopOn's access straight away. It does not, by itself, delete the information ShopOn holds or ShopOn's product feed in your catalogue: disconnect in ShopOn first, or send us a request (section 4). Once ShopOn no longer has access, it cannot delete its feed for you — delete "ShopOn product feed" in Commerce Manager yourself if you no longer want it.

3. A deletion request through Meta

If Meta passes a data deletion request from you to ShopOn, ShopOn records it, acts on it and gives you a confirmation code with a link to a page that shows whether the request is complete. If ShopOn cannot match the request to a shop's connection, a person reviews it and the status page says so.

4. Send us a request

Use this form to ask ShopOn to delete information it holds. Sending the form does not delete anything by itself: we first confirm that you control the account — usually by e-mailing the address registered on it — and then carry out the deletion using the same steps as Disconnect. You get a link that shows your request's status.

Deleting your ShopOn account is handled through our normal account process. Some records, such as invoices and payments, must be kept for the periods the law requires; we tell you what we keep and why.

If you cannot use this form, e-mail our Information Officer, John Peter Criticos, at john@shopon.co.za.

5. What we keep, and for how long

The record of a request — what was asked, when, how we confirmed it and what we did — is kept for 90 days after the request is closed, so that we can answer follow-up questions, and is then deleted. The e-mail that tells our team about a new request carries only a reference, not your details.

Copies in our routine server backups are removed as those backups are replaced in their normal cycle; we do not restore deleted information from them except to recover from a fault.

Products, images and orders in your ShopOn shop are not affected by deleting the Instagram Feed or catalogue information.

Questions or complaints

Our Information Officer: John Peter Criticos, john@shopon.co.za, 072 402 9614. You may also complain to the Information Regulator (South Africa): inforegulator.org.za.