Retentio AI ("the app") is a Shopify app operated by [LEGAL ENTITY NAME] ("we", "us"). This policy explains what information the app collects when a merchant installs it, how that information is used, and the choices merchants and their customers have. The merchant who installs the app controls their store's data. We process it on the merchant's behalf to provide the service.
Information we collect
When you install the app, it reads the following from your store through the Shopify Admin API and Shopify webhooks:
- Store information: shop domain, store name, contact email, currency, country and plan status.
- Orders: order totals, dates, line items (product, variant, quantity, price), discounts, refunds, returns and return reasons, cancellations, fulfilment dates and sales channel, for up to the last 365 days of orders.
- Customers: Shopify customer IDs, lifetime order count and amount spent, and email marketing consent status. Customer names, email addresses and phone numbers are fetched from Shopify on demand when you open an outreach list, shown to you in that page, and never stored.
- Checkout activity: checkout creation and update events, used to detect abandoned checkouts.
- Information you give us: business profile answers (industry, product lifecycle, market, gross margin, goal), report settings, chat messages you send to the in-app assistant, and campaign choices.
We don't collect payment card details. Subscription billing goes entirely through Shopify.
How we use it
- To compute customer segments, churn risk scores and retention metrics for your store.
- To generate the reports, comparisons, trends and chat answers you ask for.
- To set up and measure the retention campaigns you choose to run, including tagging customers, creating discount codes and customer segments in your store, and comparing outcomes against a holdout group.
- To send the optional weekly digest email to your store's contact address.
- To operate, secure, debug and improve the service.
We don't sell personal information, share it for cross-context behavioural advertising, or use one merchant's data to serve another merchant.
AI processing
Report narratives, chat answers, campaign proposals and outreach copy are written by Google's Gemini models through the Google Gemini API. The model receives mostly aggregated statistics about your store, such as segment counts, revenue figures and trends. When you ask the app to draft personalised campaign material, such as handwritten note cards, it also sends a short order summary for each customer (Shopify customer ID, order count, lifetime spend and the year they first ordered). Customer names, email addresses and phone numbers are never sent to the model. Drafts use a first-name placeholder that is filled in only on your screen.
Service providers
We share data only with the providers that run the service for us:
- Shopify: platform, authentication and billing.
- Supabase: managed PostgreSQL database.
- Fly.io: application hosting.
- Upstash: Redis job queue.
- Google (Gemini API): AI text generation, as described above.
- Resend: delivery of the weekly digest and service emails.
These providers may process data outside your country, including in the United States. We may also disclose information when the law requires it.
Retention and deletion
- We keep raw order records for a rolling 365 days. For older history we keep only per-customer totals, so that lifetime figures stay accurate.
- When you uninstall the app, we delete all data for your store right away. Shopify's
shop/redactrequest, which arrives 48 hours later, triggers the same deletion again as a safeguard. - When a customer asks to be erased (Shopify's
customers/redact), we delete or anonymise that customer's records, including their order links, totals, scores, segment assignments and campaign membership. - When a customer asks for their data (Shopify's
customers/data_request), we log the request. The merchant can contact us at the address below and we will provide the data we hold about that customer.
Your rights
Depending on where you live, including the EEA, the UK and California (under the GDPR, UK GDPR and CCPA/CPRA), you may have the right to access, correct, delete or export your personal information, and to object to or restrict its processing. If you are a customer of a store that uses Retentio AI, please contact that store first. It controls your data, and it can act through Shopify, which forwards the request to us. Merchants can contact us directly. We don't discriminate against anyone for exercising these rights.
Security
Data is encrypted in transit (HTTPS/TLS) and stored with managed providers that encrypt it at rest. Access to production systems is limited to the people who operate the service. Every webhook we receive from Shopify is verified by its HMAC signature.
Children
The app is a business tool for merchants and is not directed at children under 16.
Changes to this policy
If we make material changes to this policy, we'll update the effective date above and notify merchants by email or in the app.
Contact
[LEGAL ENTITY NAME]
[POSTAL ADDRESS]
Email: [CONTACT EMAIL]