Privacy Policy

RefundSentry ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our Shopify application and related services (collectively, the "Service").

Marketing website analytics and advertising

On refundsentry.com, Google Analytics, Google Ads, Meta Pixel and the Reddit Ads pixel load by default unless you disable optional measurement. They receive page views, clicks and browser information for site analytics, advertising measurement and retargeting. These providers may use cookies. We remember your choice in your browser until you change it or clear that storage. Use “Cookie preferences” in the footer to accept or decline at any time. Declining keeps the site and Shopify install links usable. While measurement is enabled, campaign parameters and click identifiers can persist in tab storage and a 30-day attribution cookie; after declining, only values on the current link pass through to Shopify. Withdrawal stops future site tracking and clears known optional first-party tracking cookies and our attribution storage. It does not delete data already received by the providers or cookies controlled by their domains. These website tags do not run in the authenticated RefundSentry Shopify app.

1. Information We Collect

1.1 Store Information

When you install RefundSentry, we collect:

• Your Shopify store domain (e.g., yourstore.myshopify.com)
• Store owner email address (for account and billing notifications only)
• Your store's Shopify access token, which the Service uses to call Shopify for your store

1.2 Order and Return Data

To provide fraud detection services, we access and process:

• Shopify resource IDs (order IDs, customer IDs, product IDs, return IDs)
• Return metadata (reason codes, refund amounts, timestamps, status)
• Order metadata (order totals, discount usage, fulfillment status)
• Product variant information (for return pattern analysis)
• Order shipping and billing addresses, kept encrypted for 365 days, then deleted
• The contents of dispute evidence packs, which can include a customer's name, address and delivery details, and the files you add to them, kept encrypted for 180 days, then deleted
• A copy of the messages Shopify sends about orders, fulfillments, refunds, returns, disputes and customers, kept for 365 days so an order can be scored again, then deleted. Names, email addresses, phone numbers, street lines and notes are removed from this copy; it keeps the city, postal code and country, and an order's IP address.
• One-way hashes of customer email and phone values, plus address fingerprints, for identity matching and fraud-signal calculation
• When a store turns on our storefront pixel, a one-way hash of the browser identifier Shopify assigns to a shopper, sent at checkout only with the shopper's consent as recorded by Shopify, used for fraud prevention: linking orders placed from the same browser. The identifier itself is never stored.

1.3 Aggregate Statistics

We calculate and store aggregate statistics including:

• Customer return counts and refund totals
• Product return rates
• Risk scores and confidence levels

2. How We Keep Customer Details

RefundSentry links a customer's orders by comparing one-way hashes, not the details themselves: email and phone values are hashed with SHA-256, addresses are put in one standard form and hashed, and cards are matched with a keyed hash (HMAC-SHA256). The customer record holds the email and phone hashes, the email's domain, the Shopify customer ID and counts of orders, returns, refunds and disputes. It holds no name, email address or phone number.

Where the Service needs a customer's address or name, in order addresses and in dispute evidence packs, it keeps them encrypted with AES-256-GCM, with the key kept outside the database, and deletes them after 365 and 180 days. We do not store payment card numbers.

3. How We Use Your Information

We use the collected information to:

• Calculate real-time fraud risk scores for returns
• Identify abusive return patterns and repeat refunders
• Detect coordinated fraud rings
• Generate aggregated network risk signals from hashed identifiers and fingerprints
• Power the automated actions you switch on (tags, notes, holds)
• Generate analytics and insights for your dashboard
• Improve our fraud detection algorithms
• Provide customer support

4. Data Sharing and Disclosure

4.1 We Do Not Sell Your Data

We do not sell, rent, or trade your store data or customer information to third parties for marketing or any other purposes.

4.2 Cross-Merchant Network Signals

RefundSentry may use hashed identifiers and address fingerprints to produce aggregated network risk signals across stores where this feature is enabled. For example, a score may consider whether the same hashed identifier has recent high-risk activity elsewhere in the RefundSentry network.

We do not show merchants another store's customer list, raw email addresses, phone numbers, addresses, order details, or store names. Network signals are limited to fraud-risk indicators derived from hashes, fingerprints, counts, timestamps, and aggregate outcomes.

4.3 Service Providers

We may share data with trusted service providers who assist us in operating our Service:

• Cloud hosting providers (for data storage and processing)
• Analytics services (aggregated, anonymized data only)

4.4 Legal Requirements

We may disclose information if required by law, court order, or governmental authority, or if we believe disclosure is necessary to protect our rights, your safety, or the safety of others.

5. Data Security

We protect your data with these measures:

• Connections to the Service and to its database are encrypted.
• The database (PostgreSQL at Neon) encrypts what it stores with AES-256.
• Order addresses and dispute evidence packs are also encrypted by the Service with AES-256-GCM, with the key kept outside the database.
• Your store's Shopify access token is kept in that encrypted database.
• The Service runs on Google Cloud Run, in the us-east4 region.

6. Data Retention

6.1 Active Subscriptions

We retain your store's return data and aggregate statistics for the duration of your active subscription to provide historical analysis and trend detection.

6.2 After Uninstallation

When you uninstall RefundSentry, we initiate data deletion within 48 hours. All store data, customer IDs, and associated metadata are permanently deleted within 30 days.

6.3 GDPR Data Requests

We support Shopify's mandatory GDPR webhooks. When we receive a customer data request or redaction request from Shopify, we process it within 30 days.

7. Your Rights

7.1 Access and Portability

You can access your store's data through the RefundSentry dashboard at any time. Contact us if you need a data export.

7.2 Deletion

You can request deletion of your data at any time by uninstalling the app or contacting us directly.

7.3 GDPR Rights (EU Users)

If you are in the European Union, you have additional rights including:

• Right to access your personal data
• Right to rectification of inaccurate data
• Right to erasure ("right to be forgotten")
• Right to restrict processing
• Right to data portability
• Right to object to processing

7.4 CCPA Rights (California Users)

If you are a California resident, you have the right to:

• Know what personal information is collected
• Know whether your personal information is sold or disclosed
• Say no to the sale of personal information (we do not sell data)
• Request deletion of personal information
• Non-discrimination for exercising your rights

8. Children's Privacy

RefundSentry is a business-to-business service intended for Shopify merchants. We do not knowingly collect information from children under 13 years of age.

9. International Data Transfers

Your data may be processed in countries other than your own. We ensure appropriate safeguards are in place for international transfers, including Standard Contractual Clauses where required.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new Privacy Policy on this page and updating the "Last updated" date. For significant changes, we will provide notice via email or in-app notification.

11. Contact Us

If you have questions about this Privacy Policy or our data practices, please contact us:

• Email: support@refundsentry.com

12. Shopify App Store

RefundSentry is distributed through the Shopify App Store. By using our Service, you also agree to Shopify's Privacy Policy and Terms of Service.