Privacy Policy

This Privacy Policy describes how Resolvas Customer Service LLC, a Kansas limited liability company (“Resolvas,” “we,” “us,” or “our”) collects, uses, shares, and protects information when Shopify merchants install and use the Resolvas application (the “Service”). It also describes the rights of end customers whose data is processed by the Service on behalf of merchants.

1. Who we are

Resolvas is an AI-powered customer support agent for Shopify merchants. The Service performs support actions (refunds, order edits, returns, store credit issuance, and discount code creation) on behalf of merchants through Shopify’s Admin GraphQL API, guarded by merchant-configured policies.

For all inquiries (privacy, support, general), contact support@resolvas.com.

2. Data we process

2.1 Merchant data

When a merchant installs Resolvas, we collect and store:

• Account identifiers: Shopify shop domain, merchant account email, billing identifiers.
• Configuration: policies set within the Resolvas dashboard (refund caps, return windows, excluded categories, brand voice).
• Knowledge base content: documents, FAQs, and policies the merchant uploads or syncs.
• Audit logs: a record of every action Resolvas has taken on behalf of the merchant, including timestamps, model reasoning, and policy decisions.

2.2 End-customer data (Shopify Protected Customer Data)

To resolve support tickets on a merchant’s behalf, the Service processes end-customer information that originates in the merchant’s Shopify store. Under Shopify’s Protected Customer Data program, we process the following categories (Level 2):

• Customer name (first and last)
• Customer email address
• Customer shipping and billing addresses
• Customer phone number (default and billing)

We also process the customer’s order history, refund history, fulfillment status, and the contents of support messages the customer sends through connected channels.

3. How we use data

We use the data described above strictly to:

• Identify the customer and order associated with each support ticket;
• Verify eligibility against the merchant’s policy rules before authorizing any monetary action;
• Execute support actions through Shopify’s Admin API;
• Generate accurate, on-brand responses to the customer;
• Produce an immutable audit log so the merchant can review every action;
• Bill the merchant accurately for resolved tickets.

We do not sell, rent, or share end-customer data with advertisers. We do not use end-customer data to train any machine learning model.

4. Automated decision-making

The Service is an autonomous agent. Within limits the merchant configures, it can issue refunds, store credit, returns, replacements, and discount codes, and edit orders, without a human reviewing each one. These decisions are constrained by a deterministic policy engine: the LLM proposes an action, and the engine independently authorizes it against the merchant’s rules (dollar caps, return windows, excluded categories, fraud checks) before anything executes. The model cannot exceed a cap the merchant set.

An action that falls outside policy (over a cap, missing required evidence, or flagged as higher-risk) is not executed autonomously. It is deferred to the merchant’s team for human review, or declined. Autonomous money actions also require the merchant to have accepted the current Terms and this Policy; until that consent is on record, every action is deferred to a human.

Because Resolvas acts on the merchant’s behalf, a customer who wants a human to review an automated decision should contact the merchant, who can review the full audit log and correct or counteract any action (for example, by issuing an additional refund or store credit).

5. AI model providers and PII redaction

Resolvas relies on large language models (LLMs) hosted by third-party providers (currently Anthropic) to interpret support tickets and propose actions. To protect end customers, Resolvas uses redaction-by-design: before any support message text is sent to an LLM provider, the Service replaces direct identifiers (customer name, email, postal address, phone number) and sensitive values that appear in the message body (payment card numbers and U.S. Social Security numbers) with neutral placeholders. The model reasons over the placeholders; our own systems re-associate them with the real Shopify identifiers only when an action is executed.

As a result, our LLM provider does not receive customers’ direct contact identifiers in the text of a request.

Photos and AI vision. When a customer submits a photo as evidence (for example, to substantiate a damage or wrong-item claim), the image is sent to the LLM provider’s vision model for verification. Text redaction does not apply to images: a photo is transmitted to the provider in full and may contain incidental personal information visible in the picture (such as a face, a shipping label, or surroundings). We send only what the customer chooses to submit, use it solely to verify the claim, and store the original encrypted at rest (see Section 8). Our LLM provider does not use data submitted through our account to train or improve its models.

6. Sub-processors and infrastructure

We rely on the following sub-processors, each of which receives only the data necessary for its function:

• Shopify: commerce platform and source of order/customer data.
• Anthropic: AI reasoning and photo verification (receives redacted message text and customer-submitted photos; see Section 5).
• Voyage AI: knowledge-base embeddings (the merchant’s own documents at ingestion, plus redacted search queries derived from customer messages at answer time; direct identifiers are removed before any query is sent).
• Postmark: inbound and outbound email processing (inbound customer emails and outbound reply content, together with the customer’s email address, in transit).
• Supabase: database hosting (personal data encrypted at rest).
• Fly.io: application hosting and compute.
• AWS Key Management Service (KMS): custody of the root key that wraps each store’s data-encryption key; does not receive customer personal data.
• Cloudflare: public website delivery, bot/abuse protection, and inbound email routing; does not receive customer support data.
• Gorgias: helpdesk integration, only if you connect your Gorgias account (exchanges support-ticket content).
• Sentry: application error diagnostics (error type, stack trace, route path, store domain, and ticket identifier; message bodies, customer names, email addresses, phone numbers, and request payloads are stripped before transmission).
• Shopify Billing: subscription and usage billing.

The current sub-processor list and our merchant Data Processing Agreement are available at the linked page and on request from support@resolvas.com. We give at least 30 days’ notice before adding or replacing a sub-processor.

7. Data retention

We retain end-customer data only as long as needed to provide the Service to the merchant, then purge it on a rolling schedule:

• Support tickets and their customer personal data (the ticket record holding the customer’s email and phone, and the redacted message bodies) are retained for 90 days after the ticket is resolved, escalated, or archived, and are then deleted. An active ticket (one still open or awaiting a human) is never deleted on this schedule, regardless of age.
• Audit logs (the record of actions taken on the merchant’s behalf) are retained for approximately 365 days.
• Policy snapshots (the frozen configuration attached to a conversation) are retained for approximately 90 days.

Support-message bodies are stored with direct identifiers already redacted (see Section 5), minimizing what is retained. Merchant configuration and knowledge-base content are retained for the lifetime of the merchant’s active subscription. These are our default retention windows; a merchant that needs shorter windows can contact support@resolvas.com and we will accommodate the request.

A merchant (or a customer, via the merchant) can request export or deletion of an individual customer’s data at any time, which we fulfill on demand ahead of these windows. When a merchant uninstalls the Service, all of that store’s data is purged following Shopify’s shop/redact flow (which Shopify fires 48 hours after uninstall); the uninstall itself immediately clears the merchant’s authentication tokens.

8. Security

We protect data with the following controls:

• Encryption in transit (TLS 1.2+) and per-store AES-256-GCM encryption of customer personal data, message bodies, submitted photos, and access tokens at rest, with per-shop data-encryption keys wrapped by a root key held in AWS Key Management Service (KMS), cryptographically bound to each shop;
• Email and phone identifiers indexed via a one-way keyed hash, so equality lookups never require the plaintext;
• Database Row-Level Security enforced on every table, with the anonymous/public role granted no access (defense-in-depth);
• Encrypted database backups;
• Separation of development and production environments;
• Least-privilege staff access governed by role-based access controls;
• Multi-factor authentication for all internal staff accounts;
• A complete audit log of every action taken on customer data on the merchant’s behalf;
• A documented security incident response plan.
• Internal security review and adversarial red-team completed; an independent third-party penetration test is planned before general availability.

9. International data transfers

The Service is operated from data centers in the United States. If you are located outside the United States, your data may be transferred to and processed in the United States. Where required, we rely on Standard Contractual Clauses or other appropriate transfer mechanisms.

10. Your rights (GDPR, CCPA, and equivalent laws)

Depending on your jurisdiction, you may have the right to access, correct, delete, or export your personal data, and to object to or restrict certain types of processing. Because Resolvas processes end-customer data on behalf of merchants, end-customer rights requests are typically directed to the merchant whose store you ordered from. Resolvas will assist the merchant in fulfilling those requests.

To exercise your rights, contact the merchant directly, or email support@resolvas.com and we will route your request appropriately.

11. Shopify GDPR webhooks

The Service responds to Shopify’s mandatory privacy webhooks:

• customers/data_request: we provide all data we hold on the requesting customer within 30 days;
• customers/redact: we delete all data tied to the requesting customer within 30 days;
• shop/redact: we delete all data tied to the merchant’s shop on receiving this request, which Shopify sends 48 hours after uninstall (and in any event within 30 days).

12. Children

The Service is not directed at children under 16. We do not knowingly collect personal data from children. If you believe a child’s data has been processed through the Service, contact us at support@resolvas.com.

13. Changes to this policy

We may update this Privacy Policy from time to time. Material changes will be announced to active merchants via in-app notification or email at least 30 days before they take effect.

14. Contact

For privacy questions, data subject requests, or to receive a current list of sub-processors, contact:

Resolvas
support@resolvas.com