Privacy and data deletion

What Catchly stores

• Your products, pages, policies and the knowledge you add, so the AI can answer from them.
• Chat messages and replies.
• A shopper's email and name, only if they choose to give them, and whether they agreed to marketing.
• An order number and email when a shopper asks about an order. Both must match before anything about the order is shown.
• Answers sent in a form you add to the chat, order change requests, and a shopper's rating of an AI reply.
• The page the chat started on, without the query string, and the products added to the cart from the chat.

Catchly does not ask for payment details, and masks card and bank numbers before a message is stored. A chat form you build can ask for other details, such as a phone number or an address. If you turn them on, Shopify Flow workflows and webhooks you add receive the chat events you chose. Your data is never sold, never shared with other stores and never used to train any AI model.

The AI notice

Shoppers see a short notice in the chat that they are talking to an AI. It cannot be turned off, because laws in some places require it.

Shopper requests

A shopper can ask you for a copy of their data or for it to be deleted.

• Copy of data: when the request comes through Shopify, we email the store owner a file with that shopper's chats, lead details, form answers, order change requests and ratings, so you can send it to them.
• Deletion: when Shopify sends a deletion request for a shopper, their conversations, lead details, form answers, order change requests, ratings and order lookup records are deleted.

You can also delete a single chat yourself in the Inbox, or email support@catchlychat.com and we will help.

When you uninstall

All of your store's Catchly data is deleted 48 hours after you uninstall. If Shopify asks us to erase your store's data, it is deleted straight away. Encrypted backups are replaced within 7 days, so deleted data leaves the backups within that time.

If you uninstall by mistake, install again within 48 hours to keep your data.

More detail

Read the security page and the full privacy policy. A data processing addendum is available on request.