In this guide
Classify by purposeDocument the decision inputsProtect retained recordsReview meaningful changesA resolved case can contain several record types: purchase evidence, diagnostic logs, working screenshots and preference notes. They may have different legitimate purposes after the immediate question is answered. Define those purposes rather than keeping everything forever or deleting everything on closure.
Classify by purpose
A receipt may remain relevant to a purchase record. A temporary diagnostic excerpt may no longer be needed after resolution. A current contact or communication preference may still support an ongoing relationship. The appropriate treatment depends on the organisation’s actual obligations, systems and needs; this guide does not prescribe a legal or tax period.
Document the decision inputs
For each class, record its purpose, owner, access, applicable requirements and disposal route. Ask an appropriate adviser about legal obligations when needed. Avoid promising a deletion schedule publicly before understanding backups, third-party tools and the actual process.
| Record class | Review question |
|---|---|
| Purchase evidence | Why and for how long is it legitimately needed? |
| Diagnostics | Does the resolved case still require it? |
| Working copies | Can unnecessary duplicates be retired? |
| Current preferences | Is the note still accurate and useful? |
Protect retained records
Retention does not mean broad access. Keep records in appropriate protected locations and avoid storing service passwords in ordinary receipts or case notes. FTC and ICO guidance provide reference principles of keeping necessary data and disposing of what is no longer needed; applicability must be assessed separately.
Review meaningful changes
A closed dispute, account retirement, changed contact or system migration may affect the purpose. Record the actual action completed, including any limits in the tool’s disposal process. Do not claim deletion from every recipient or backup when only a local file was removed.
Questions about this guide
Should customer credentials be retained as proof of a purchase?
No. Access values and purchase evidence serve different purposes. Keep the relevant receipt and order confirmation as evidence, and handle credentials through the appropriate protected account process. A password in a ticket is not a better receipt.