Privacy Policy

Last updated: September 18, 2026

1. Introduction

OrderSurvey ("we", "our", "us") provides a post-purchase survey application for Shopify merchants. This Privacy Policy explains what data we collect, how we use it, and your rights.

2. Data We Collect

When you install and use OrderSurvey, we collect:

• Store information: Your Shopify store domain, used to associate surveys and responses with your account.
• Optional customer tagging: When enabled by a merchant, we store the authenticated Shopify customer ID, matching survey tags and delivery status to apply customer tags in Shopify. Anonymous responses cannot be tagged automatically. These records follow the same deletion policy as survey responses.
• Survey responses: Answers submitted by your customers on thank-you pages, order status pages, and point-of-sale (POS) checkout, including order ID, survey answers, and the location where the survey was displayed.
• Merchant information: Store name, contact email, plan, installation history, and app usage information used for support and optional follow-up emails.
• Order audience: The order ID and whether Shopify identifies it as a first or repeat order, so the same audience applies when the order is reopened. We also record when a survey is displayed on each page.
• Session data: Shopify session tokens required for authentication.

We do not request customer payment information. Merchants control their survey questions, and customers may include personal information in free-text answers.

3. How We Use Your Data

• To display survey results and analytics in your merchant dashboard.
• To enforce billing plan limits (e.g., monthly response counts).
• To send webhook alerts you configure (e.g., low NPS notifications).
• To help newly installed merchants finish setup, understand their survey results, and share feedback about their experience.
• To preserve your surveys during a temporary uninstall and restore them when you return within the recovery window.
• To ask merchants for feedback and offer setup help or a free trial after uninstall, subject to applicable email permissions and your preferences.

4. Data Sharing

We do not sell or rent your data. We use service providers to operate OrderSurvey, including Supabase for database hosting, Vercel for app hosting, and Resend for merchant emails. Survey answers are not included in onboarding or winback emails or sent to Resend for those campaigns.

We use Google Analytics to understand how merchants use our website and the OrderSurvey app interface (pages visited and features used). This usage data covers merchant interactions only — survey responses and your customers' data are never sent to Google Analytics.

5. Data Storage & Security

Data is stored in a secured PostgreSQL database hosted on Supabase. All connections use TLS encryption. Access is restricted to authenticated store owners via Shopify's OAuth flow.

6. Data Retention & Deletion

Newly installed merchants may receive a welcome message and up to three setup or feedback check-ins during their first week. We use survey activation and response activity to avoid unnecessary setup reminders. You can stop these messages using the unsubscribe link. Replying, uninstalling, a delivery suppression, or requesting deletion also stops the sequence. An email already being sent may still arrive. Onboarding campaign records are removed after 8 days; support correspondence and provider delivery logs are handled separately. Onboarding does not subscribe you to a promotional mailing list.

For uninstalls from September 10, 2026 onward, we retain your surveys, questions, responses, settings, and merchant profile for a recovery window of up to 30 days after uninstall. We remove Shopify access sessions and reset paid entitlements when uninstall is processed. If you reinstall the same Shopify store before deletion, your retained survey history remains available and the previous uninstall deletion schedule is cancelled. A paid plan requires the normal Shopify approval process.

Shopify normally sends a store deletion webhook about 48 hours after uninstall. We record that request and complete deletion by the end of the recovery window if you have not returned. This removes survey data, settings, feedback, and merchant contact records from the app. Once deleted, that history cannot be restored by reinstalling. You may request earlier deletion by emailing us below.

Eligible merchants may receive up to four follow-up emails, approximately 3 hours, 24 hours, 72 hours, and 7 days after uninstall. You can unsubscribe using the link in any message. Reinstalling, replying, unsubscribing, a delivery suppression, or a direct deletion request stops further scheduled winback emails. An email already being sent may still arrive. We remove campaign contacts and campaign records after 8 days. We retain a keyed email fingerprint to honor opt-outs without keeping the email address in a separate suppression list. Support correspondence and provider delivery logs are handled separately for support and email operations.

Customers may request deletion of their personal data through their Shopify store. When we receive a customer redact request, we delete all survey responses and stored first/repeat-order classifications linked to that customer's orders or authenticated customer ID.

7. GDPR Compliance

We comply with GDPR requirements. We support customer data requests (access and deletion) through Shopify's mandatory webhook system. If you are an EU resident and have questions about your data, contact us at the address below.

8. Changes to This Policy

We may update this policy from time to time. Changes will be posted on this page with an updated revision date.

9. Contact Us

If you have questions about this Privacy Policy, please contact us at dennis@ordersurvey.com.