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Data Protection Policy: Why Older Orders Can't Be Found by Customer Name or Email

After 30 days, Zentail hashes buyer names, emails, phone numbers and street addresses on closed orders. Here's what's hashed, when, and how to find an older order.

Written by Dan Sugarman

To protect your buyers' personal information (PII), Zentail hashes buyer details on an order once they're no longer needed to fulfill it. Hashing replaces a value with a scrambled code that can't be turned back into the original. This follows the marketplaces' data protection rules, including Amazon's Data Protection Policy.

Which orders are hashed

Orders from every channel except Shopify are hashed. That includes Amazon, Walmart, eBay, Target, BigCommerce, and custom and manual orders. Shopify orders are not hashed.

A small number of older Shopify orders were hashed before this exemption. We're restoring those where we can, so some may still show hashed details.

When

An order is hashed 30 days after it reaches a final status: shipped, cancelled, refunded, returned, partly returned or refunded, or fraud. The 30 days count from the last time its status changed.

An order with an open return, a delivery dispute, a lost package or a partial cancellation isn't hashed until it closes.

What is hashed

  • On the order: the buyer's name, email, phone number and order notes.

  • On the shipping, billing and package addresses: name, company, address line 1, address line 2 and phone number.

  • Deleted, not hashed: the gift-wrap message and the buyer's IP address.

  • Kept: city, state, ZIP code and country.

A hashed name shows as a 32-character string of letters and numbers.

Finding an older order

Order search can't match a hashed name or email. Search by any of these instead:

  • the Zentail order number

  • the channel's order number

  • a SKU

  • a tracking number

  • the ship-to city, state or ZIP code

If you only know the buyer's name or email:

  1. Find the buyer in the channel's own seller admin, such as Amazon Seller Central.

  2. Copy the order number.

  3. Paste it into the search on Zentail's Orders page.

This isn't a permissions setting

The Shipping Data Access permission, described in How to Manage User Roles, controls who can see buyer details on orders that still have them. It can't bring back hashed details, so changing a user's role won't make name search work on older orders.

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