SupportBot ("the app", "we") is operated by Printube OÜ. This policy explains what data the app processes when a Shopify merchant installs it, why, and what rights merchants and their customers have. Questions: support@supportbot.app.
Data we collect
From the merchant's store
- Store identity: your
.myshopify.comdomain, granted API scopes, and an API access token (stored encrypted) needed to read store content. - Store content: products, pages, blog posts, and policies, which are synced into the app's knowledge base so the chatbot can answer from them.
- Merchant-provided content: FAQs, tone-of-voice examples, and custom knowledge notes you add in the dashboard.
- Settings and usage: widget configuration, plan name, and usage counters (AI replies and tokens used) for enforcing plan limits.
From the merchant's customers
- Chat messages: the questions customers type into the widget and the answers they receive, stored as conversation transcripts the merchant can review.
- Contact details for handoff: if a customer asks for a human and shares an email address, it is included in the escalation sent to the merchant.
- Order and return status (Growth and Pro plans only): when a customer is logged in to the store, the widget can answer questions about that customer's own orders and returns. Access is granted through a short-lived, cryptographically verified link between the customer's storefront session and their own orders (created via the store's own App Proxy and Shopify's order data), and it is used only to answer that customer about their own orders. It can never be used to look up another customer's orders.
- Cart contents: on Growth and Pro plans, when a customer taps to add an item in the chat, their own browser adds it to the store's cart and then reports the outcome back to us. We record the product name, the chosen option, and the quantity as a line in the conversation, so the next reply knows the item was added and can offer a link into Shopify's own checkout. SupportBot does not hold or change the cart itself.
- Satisfaction rating and comment: after a conversation, a customer can optionally leave a thumbs up/down rating and a short comment, which the merchant can see when reviewing that conversation.
- AI handoff summary: when a conversation is escalated to the merchant, a short AI-written summary of the conversation is generated and included so the merchant has context immediately.
The widget does not use advertising trackers and does not sell data to anyone. Conversation history is kept in the customer's browser session storage only for continuity across pages, capped and cleared by the browser.
How we use data
- To generate chat answers grounded in the merchant's store content.
- To match the merchant's tone of voice in answers.
- To escalate conversations to the merchant when the AI cannot help.
- To enforce plan limits and prevent abuse.
- To operate, secure, and improve the service.
Sub-processors
| Provider | Purpose | Location |
|---|---|---|
| Fly.io | Application hosting and database | Frankfurt, Germany (EU) |
| OpenAI | Generating answers and text embeddings | United States |
| Resend | Escalation and transactional email | EU region (eu-west-1) |
| Shopify | App platform, authentication, billing | Global |
Chat messages and relevant store content are sent to OpenAI's API to generate answers and, when a conversation is escalated, an AI-written handoff summary. Under OpenAI's API terms, this data is not used to train their models. Order lookups and returns are performed by calling Shopify's own Storefront and Admin APIs, and cart adds are performed by the shopper's own browser against Shopify's storefront cart (not a new third-party service in either case), so no additional sub-processor row is needed for these features.
GDPR and customer rights
SupportBot implements all of Shopify's mandatory privacy webhooks:
- Customer data request: we compile the customer's conversation data for the merchant to pass on.
- Customer redact: the customer's personal details are redacted from stored transcripts, and any cart reference, satisfaction comment, AI handoff summary, and stored link to the customer's own account are cleared from their conversations.
- Shop redact: after a store uninstalls the app, we use Shopify's shop-redact notice to verify that the store's data is scheduled for purge 30 days after uninstall. If the earlier uninstall notice was missed, this notice starts the same offboarding process.
Merchants remain the data controller for their customers' data; SupportBot acts as a data processor on the merchant's behalf.
Retention
Shop data is retained while the app is installed and for a 30-day offboarding period after uninstall. At the end of that period, the shop record and its associated content, conversations, settings, and other shop-scoped records are purged. Reinstalling during the offboarding period cancels the scheduled purge.
Uninstall feedback is retained separately for churn analytics and is not part of the shop-data purge. That record can contain the shop domain, plan at uninstall, selected reason, an optional comment, and timestamps. Aggregated, non-identifying usage statistics may also be retained for accounting.
Security
All traffic is encrypted in transit (TLS). Store access tokens are encrypted at rest (AES-256-GCM). Every database query is scoped to the requesting store: no store can ever read another store's data.
Changes
We will post any changes to this policy on this page and update the date above. Material changes will be announced in the app dashboard.
Contact
Printube OÜ · support@supportbot.app