Privacy Policy

1. Overview

Fortia AI Customer Support ("we", "our", or "us") provides an artificial intelligence customer service management application integrated with Shopify stores. This Privacy Policy outlines how we collect, use, and protect information when merchants install and use our application.

2. Information We Collect

To provide customer support automation services, our app collects and processes data from your Shopify store, including:

• Merchant Account Information: Store name, store domain, email address, and configuration settings.
• Customer & Order Data: Customer names, email addresses, order numbers, order status, fulfillment data, and tracking numbers necessary to resolve support tickets.
• Support Tickets & Communications: Inbound and outbound support messages, FAQs, and automation rules configured by the merchant.

3. How We Use Information

We use the collected information exclusively to:

• Generate accurate AI-assisted responses for customer inquiries.
• Retrieve order and shipping updates to fulfill customer requests.
• Manage support tickets, billing quotas, and merchant preferences.
• Improve application security, performance, and functionality.

4. Data Sharing & Third Parties

We do not sell, rent, or trade merchant or customer data. Data is shared strictly with essential service providers necessary for app functionality:

• Shopify API: For fetching store order details and authenticating merchants.
• OpenAI API: For processing text inquiries and generating support draft responses. Data sent to AI processing is used solely for response generation and is not used to train public models.
• Postmark: For handling email delivery and inbound support routing.

5. Data Retention & Security

We employ industry-standard encryption protocols (HTTPS/TLS) and secure database hosting on PostgreSQL. Merchant data is stored for the duration of the active subscription. Upon uninstallation, merchant credentials and session data are removed in accordance with Shopify requirements.

6. Your Rights & Contact Information

Merchants and customers have the right to request access to, correction of, or deletion of their personal data. For privacy inquiries or data requests, please contact us at: