Your data rights.

Under privacy law, a Retrics merchant is the controller of its customers’ data — it decides why the data is collected and how it is used. Retrics is a processor: we read a store’s orders, customers, and products through Shopify’s API with read-only base scopes to compute retention analytics on the merchant’s behalf. If a merchant separately enables Shopify loyalty reward issuance, it explicitly authorizes the additional discount-write scope used only to create the requested reward codes.

That distinction decides who you contact. If you run a Shopify store using Retrics, exercise your rights directly with us. If you are a shopper who bought from a store that uses Retrics, the store is your first point of contact — it holds your relationship and instructs us. We honor the requests it passes to us: customer erasure is automatic, while an access request opens a privacy-minimized case that an authorized merchant owner/admin can fulfil with a current, no-store report.

• Access: obtain confirmation of whether we process your personal data and receive a copy of it.
• Rectification: correct personal data that is inaccurate or incomplete.
• Erasure: have your personal data deleted (the right to be forgotten), subject to lawful retention exceptions.
• Portability: receive the personal data you provided in a structured, commonly used, machine-readable format, and have it transmitted to another controller where technically feasible.
• Restriction: ask us to limit how we process your data while a request is being resolved.
• Objection: object to processing based on legitimate interests, and withdraw any consent you previously gave, without affecting processing already carried out.

• Know: request the categories and specific pieces of personal information collected about you, and how it is used and disclosed.
• Delete: request deletion of the personal information collected from you, subject to lawful exceptions.
• Correct: request correction of inaccurate personal information.
• Opt out of sale or sharing:California law gives you the right to opt out of the sale or sharing of personal information. Retrics does not sell or share your data, or your customers’ data, or any derived audiences — so there is nothing to opt out of. We also do not use protected-customer data for cross-context behavioral advertising.
• Non-discrimination: you will not be denied service, charged a different price, or given a lower quality of service for exercising any of these rights.

Open Settings → Data & privacy to export your workspace data immediately, correct account details, or submit a workspace-deletion request. Workspace deletion is not immediate: our team verifies the request and completes it within 30 days.

For anything you would rather we handle — an access report, a specific correction, or a question about what we hold — email legal@retrics.ai from the address on your account. We confirm your identity through your account and respond within 30 days.

Contact the store you purchased from. As the controller, it owns your customer relationship and decides how your data is handled; it can action most requests directly and instruct us on the rest.

You can also use Shopify’s built-in data-request and deletion flow. When a merchant or Shopify triggers it, Shopify sends the store’s apps a customers/data_request or customers/redactwebhook. Retrics verifies both. Customer erasure runs automatically; data-access requests open a privacy-minimized owner/admin fulfilment case — see below.

• customers/data_request:Shopify notifies us when a customer asks a merchant for their data. We record a count-only receipt without copying the customer’s identity into the audit trail. Minimum request selectors are stored in an encrypted case. An authorized workspace owner/admin can compile the current matching Retrics-held records as a no-store download; Retrics does not email or otherwise deliver that report automatically. Selectors expire at the earlier of the legal case deadline or seven days after first delivery.
• customers/redact:when a customer’s data must be erased, Shopify sends this webhook (typically 10 days after a request, or when a store is closed). We delete or irreversibly anonymize that customer’s records in our systems. Retrics retains only keyed, one-way match hashes of erased customer and order selectors so a later sync cannot recreate the identity. No raw selector is stored in these prevention records. The installation-scoped copy is purged with the installation on shop/redact; a limited workspace-scoped, non-reversible prevention receipt remains until workspace deletion so reinstalling or reauthorizing cannot undo the verified erasure. These records are separate from delivery suppression.
• shop/redact: when a store uninstalls Retrics, Shopify sends this webhook 48 hours later. We purge the exact disconnected installation and its encrypted access token and connection-owned synced graph while preserving an active reauthorization and minimized workspace-level audit, suppression, and erasure-prevention records.

These webhooks are mandatory for Shopify apps and we honor them as a matter of course. Every delivery is authenticated, and only the erasure steps described above run automatically.

We acknowledge and complete verified requests within 30 days, as GDPR and CCPA require. If a request is unusually complex or you have made several, we may extend this by a further period and will tell you why before the first 30 days are up.

We may ask for enough information to verify who you are before we act — this protects you from someone else requesting your data. We do not charge a fee for a reasonable request.

If you believe we have mishandled your data or your request, tell us at legal@retrics.ai and we will work to put it right. You also have the right to lodge a complaint with your local supervisory authority (in the EU/UK) or the California Privacy Protection Agency.

These rights and our handling of them are governed by the laws of the State of Delaware, USA, without prejudice to the mandatory protections of your local law.

Read the privacy policy