Privacy and shopper data

Strathly processes shopper data on your behalf: you are the controller, Strathly the processor. The data processing agreement, the privacy policy, the list of subprocessors and the security page are the binding documents.

What Strathly keeps about a shopper#

• A random visitor id, from the chat in their browser. It identifies the browser, not the person.
• Their name and email, only if they give them in the chat.
• Their Shopify customer id, when they're signed in to your store, and a copy of their Shopify record (orders, total spent, tags, city) to show your team who they are. This is what the read_customers permission is for: see Shopify permissions.
• Their language and time zone.
• Their conversations: the messages, the page they chatted from, the summary and topic, and your team's internal notes.
• A keyed hash of their IP address, never the raw address beyond a couple of hours.
• One-time codes they ask for to prove an order is theirs, stored only as a hash and valid for 10 minutes.

What the chat stores in the shopper's browser#

The chat sets no cookies. It uses the browser's local storage, and writes nothing until the shopper uses the chat:

The cart attribute _strathly_conversation, which credits an order to a conversation, follows the same consent rule. The chat itself never waits for consent: it's a service the shopper asks for. If they refuse analytics, the measuring items are removed. See the cookie policy.

How long things are kept#

A job runs every night and deletes what has passed its time:

Daily sales totals, which contain no personal data, are kept. When a store is uninstalled from Shopify, its data is erased 48 hours later: see disconnect or uninstall. A store is also deleted when its owner, alone on it, deletes their account: see your account.

When a shopper asks for their data#

Shoppers send privacy requests to your store, and Shopify forwards them to Strathly. For a request for a copy of their data:

1. The owner and admins get an email and a notification in the app: "A customer asked for their data", with the date to answer by (30 days after the request).

   

2. Press Download the export (1), in the email or from the notification. You get a JSON file named strathly-data- followed by your store and the date. It has the shopper's records, every conversation with your team's notes and the summaries, the orders credited to them and the codes they were sent.

3. Review it and send it to the shopper with your answer, before the date.

Only the owner and admins can download the export. Strathly's support team is told about every request too. If Strathly holds nothing about that shopper, the email says so.

When a shopper asks to be erased#

Shopify forwards erasure requests too, and Strathly handles them on its own: it deletes that shopper's records, their conversations and notes, their codes, the orders credited to them and their words quoted in unanswered questions. There's nothing to do in Strathly.

The AI provider#

Ivy runs on OpenAI. Every call is sent with storage switched off. Summaries and handoff reasons for your team are written in English. The AI provider and the other companies that process data for Strathly are on the subprocessors page.

Where data lives#

According to the privacy policy, the app, its database and its files are hosted on servers in Germany. Subprocessors outside the EU, such as OpenAI for the AI and Apple for iPhone notifications, work under the safeguards the policy lists.

Protections that use data#

Marking a chat as spam blocks that browser until you press Not spam, and its IP address for 30 days, stored only as a hash. The bot check runs in a small frame on Strathly's own domain, not on your storefront. See spam and abuse protection.