Privacy Policy
Last updated: 2 October 2026
Retainify is a Shopify app installed by a merchant on their store. For the people who shop in that store, the merchant is the data controller and Retainify is a processor acting on their instructions. This page describes what Retainify does with data on the merchant’s behalf.
What Retainify stores
Retainify stores as little as it can. Customer names, email addresses, phone numbers and shipping addresses are read from Shopify when a page is rendered and are not written to Retainify’s database. What is stored, per shop, is:
| Data | Why |
|---|---|
| Order identifiers (Shopify order IDs) | To attach activity to the right order |
| Check-in answers: whether a customer reported a concern, which category, and links to any photos they attached | To show the merchant why customers want to return items |
| Activity records: order edited, order cancelled, upsell accepted, store credit issued, notification sent, and the amount involved | To produce the merchant’s dashboard |
| An action log containing the action attempted, whether it was allowed, and the IP address it came from | To rate-limit abuse of the customer-facing order page and let the merchant review blocked attempts |
| Merchant settings and the shop’s Shopify access token | To operate the app for that shop |
Photos a customer attaches to a concern are uploaded to the merchant’s own Shopify Files; Retainify stores only the link.
What Retainify reads but does not keep
To render the order page and perform the actions a customer asks for, Retainify reads from the Shopify Admin API: order contents and status, the customer’s name, email address, phone number and shipping address, fulfilment and carrier tracking details, and — where the merchant has granted it — the titles of the customer’s previous purchases. These are used to answer that request and are not retained.
Who else processes the data
| Subprocessor | Purpose | What it receives |
|---|---|---|
| Railway | Hosting and database | Everything in the table above, at rest |
| Anthropic | Writing the reply to a customer’s concern, suggesting an exchange, and choosing a product to offer | Product and variant titles, the concern category, and the titles of previously purchased products. No names, email addresses, phone numbers, addresses or order numbers are sent. |
| Resend | Sending email, where the merchant has enabled it | Recipient email address, first name, order number and a link to the order page |
| Google Maps Places (optional) | Address autocomplete, only if the merchant enables it and supplies their own API key | The address text typed by the customer, sent from their browser to Google under the merchant’s key |
| Klaviyo (optional) | Sending order-page events (for example “concern raised”) to the merchant’s own Klaviyo account, only if the merchant connects it with their own API key | Customer email and name, order number, and the event’s details (such as the concern picked or the store credit issued) |
Retainify does not sell data, does not share it with advertisers, and does not use it to train machine-learning models.
How long it is kept
Check-in answers, activity records, upsell records, notification records and the action log are deleted 180 days after they are written. Merchant settings are kept while the app is installed.
When Shopify sends a customer deletion request, the matching records are deleted. When a shop uninstalls and Shopify sends a shop deletion request, that shop’s records are deleted. A customer data request is answered by sending the records held for those orders to the merchant, who passes them to the customer.
Access to the order page
The customer-facing order page is reachable only with a per-order token issued by Retainify, or by entering the email address on the order. Knowing an order number is not enough. Every action that changes an order requires that token and is refused once the merchant’s edit window has closed or the order has shipped.
Your rights
If you shopped with a store that uses Retainify and want to see or delete the data held about you, contact that store: they are the controller, and their request reaches Retainify through Shopify automatically. Merchants can reach Retainify directly at the address below.
Contact
Email support@shopkitlabs.com.