Order Genie Privacy Policy

Introduction

Order Genie ("we," "our," or "us") is a ShopAppsLab app. This Privacy Policy explains how we collect, use, disclose, and safeguard information when you use Order Genie on your Shopify store.

This policy applies to Shopify merchants who install Order Genie and to their customers who interact with Order Genie on the storefront. It covers the Order Genie app only — every ShopAppsLab app has its own privacy policy.

Information We Collect

When you install Order Genie, we collect from your store:

• Store information (name, URL, contact details)
• Order data (order numbers, status, shipping and fulfilment information)
• Customer data needed to answer order questions (names, email addresses, order history)
• Product information (names, descriptions, availability)
• The knowledge base files you upload (shipping, return and policy documents)
• App usage data

When customers interact with Order Genie on your storefront, we collect:

• Chat messages and conversation history
• Order numbers or email addresses the customer provides to look up an order
• Technical log data (IP address, browser type) used for security and rate limiting

We never collect or store payment card details. Payments for the app itself are processed entirely by Shopify.

How We Use Information

• Answering order, shipping, return and FAQ questions in the chat
• Looking up order status through the Shopify API when a customer asks
• Creating support tickets and emailing them to your chosen address when a customer needs a human
• Showing you conversation history and unanswered questions in your dashboard
• Enforcing plan limits and operating billing through Shopify
• Monitoring errors and keeping the service reliable

Genie answers from your store data and the documents you provide. Chat content is not used to train third-party AI models.

Who We Share Data With

We do not sell, trade, or rent personal information. Order Genie uses the following subprocessors to operate:

• OpenAI — chat messages and relevant store context are sent to OpenAI to generate answers
• Amazon Web Services (S3, CloudFront) — storage and delivery of uploaded knowledge base files
• MongoDB — database hosting for conversations, settings and account data
• Shopify — order lookups and billing run through Shopify’s platform

We may also disclose information when required by law, regulation, legal process, or governmental request, and in the event of a merger, acquisition, or sale of assets.

Data Security

• Data is encrypted in transit (HTTPS/TLS)
• Storefront requests are verified with Shopify’s HMAC signatures
• Order lookups require the email used on the order before anything is shown
• Access to production data is restricted to the small team that operates the app

No system is completely secure, but we request only the data the app needs and keep the surface area small.

Your Rights

Depending on your location, you may have rights over your personal data under the GDPR (EU) or the CCPA (California), including the right to know what data we hold about you and to have inaccurate data corrected. To exercise your rights, contact us at the address below and we will respond within 30 days.

For EU residents: you also have the right to lodge a complaint with your local data protection authority.

Cookies and Local Storage

The chat widget stores a session identifier in the customer’s browser so a conversation can continue across pages. It is not used for advertising or cross-site tracking.

International Data Transfers

Our infrastructure and subprocessors may process data outside your country, including in the United States. Where required, we rely on appropriate safeguards such as Standard Contractual Clauses.

Children's Privacy

Our service is not intended for children under 13, and we do not knowingly collect personal information from children under 13. If we become aware that we have collected such information, we will delete it promptly.

Changes to This Policy

We may update this Privacy Policy from time to time. Changes are posted on this page with an updated "Last updated" date; for significant changes we provide additional notice in the app.