Data Processing Addendum

1. Roles

The merchant determines why and how their customers’ personal data is processed. Retainify processes it only on the merchant’s documented instructions, which are given by installing the app, configuring its settings, and using its features.

2. Subject matter and duration

Processing lasts as long as the app is installed, plus the retention period in section 5. The subject matter is order fulfilment support: showing a customer their order, carrying out changes they request, recording why they wanted to return something, and issuing offers the merchant has configured.

3. Categories of data and data subjects

Data subjects are the merchant’s customers. Categories are listed in the Privacy Policy, which forms part of this addendum. In summary: order identifiers, check-in answers, activity records and IP addresses are stored; names, email addresses, phone numbers and addresses are read from Shopify to serve a request and are not stored by Retainify.

No special categories of data are requested by the app. Free-text fields a customer fills in could contain anything they choose to type.

4. Subprocessors

The merchant authorises the subprocessors named in the Privacy Policy: Railway (hosting and database), Anthropic (generating responses and recommendations), Resend (email, where enabled), and Google Maps Places (address autocomplete, only where the merchant enables it with their own key), and Klaviyo (events sent to the merchant’s own account, only where the merchant connects it). Retainify remains responsible for their performance. Material changes to this list will be published on that page with a new date.

5. Retention and deletion

Stored customer records are deleted 180 days after they are written. Retainify acts on Shopify’s customer-deletion and shop-deletion requests, and answers customer data requests by returning the records held for the orders in question to the merchant.

6. Security

Data is held in a managed Postgres database and transmitted over TLS. Access to a store’s data requires the merchant’s Shopify session; the customer-facing order page requires a per-order token or the email address on the order. Requests that change an order are refused unless that token is presented and the order is still within the merchant’s edit window. Attempts are rate-limited and logged.

Retainify does not use customer data to train models and does not sell or share it for advertising.

7. Assistance and incidents

Retainify will assist the merchant, taking into account the nature of the processing, with responding to data subject requests and with security, breach notification and impact assessments. Retainify will notify the merchant without undue delay after becoming aware of a personal data breach affecting their customers’ data.

8. International transfers

Where data is transferred outside the region in which it was collected, it is transferred on the basis of the subprocessor’s own transfer mechanism, including standard contractual clauses where applicable.

9. Contact

Data protection enquiries: support@shopkitlabs.com.