Privacy Policy

Ordra is a customer support tool for Shopify stores. It’s provided by Ordra, [Street and number], [Postcode] [City], Netherlands, registered with the Dutch Chamber of Commerce (KvK) under number [KvK number]. In this policy, “Ordra”, “we” and “us” mean that company.

Questions about this policy or your data? Email business@ordra.xyz.

Under the GDPR we have two different roles, depending on whose data it is:

• Controller for data about our customers: the businesses that use Ordra, the people in their teams, and visitors of this website. This policy describes what we do with that data.
• Processor for data about the shoppers of stores that use Ordra: their orders and the support emails they send. The store decides what happens with that data and is its controller. We only process it on the store’s instructions, under the data processing terms in our Terms.

Are you a shopper? Then the store’s own privacy policy applies, and the store is the place to ask about your data. We help them answer.

• Your account: your name and email address, the workspaces you’re in and your role there, and invitations you send or receive. If you sign in with Google, also the name, email address and picture of that Google account.
• Sign-in and security: your active sessions, with the IP address and browser they came from, and one-time sign-in links.
• Your workspace: the stores you connect, your rules, brand voice documents and notification preferences, and the activity log of who did what.
• Billing: company name, billing email, address, country and VAT number; your customer reference at Mollie and the status of payments; and the invoices we issue. Card and bank details go straight to Mollie: we never receive or store them.
• Usage: how many tickets Ordra read for your workspace, for your plan’s limits and billing.
• AI assistants: if you connect an assistant such as Claude or ChatGPT to Ordra, its registration, your consent and the access tokens it uses. What the assistant asks for is sent to it at your request, and its provider’s terms apply to what happens next.
• Emails you send us, and our replies.
• Website visits: our servers log requests (IP address, browser, page and time) to keep the site running and secure. We don’t use analytics or advertising tools.

• To provide Ordra: your account and workspace, the service you signed up for, and the emails that come with it: sign-in links, invitations, notifications about cases and billing notices. Legal basis: our contract with you.
• To bill you and keep our books. Legal basis: our contract, and the legal obligation to keep invoices and records for seven years.
• To keep Ordra secure and prevent fraud and abuse. Legal basis: our legitimate interest in a safe service.
• To improve Ordra, using counts and statistics that don’t identify anyone. Legal basis: our legitimate interest.

We only send you marketing email if you’ve asked for it. We never sell or rent personal data.

When a store connects Ordra, we process its shoppers’ data on the store’s behalf:

• From Shopify: the orders of the last 60 days when the store connects, and new and changed orders after that: order number, email address, customer name, amounts, payment, shipping and tracking status, and the items when a ticket is about an order. Shopify stays the source: other details, such as the shipping address, are read from Shopify when a request needs them.
• Support emails the store forwards to Ordra: sender, recipients, subject and text, and the names of attachments (not the files).
• What Ordra does with them: how it read each request, the replies it drafts or sends, and the actions it takes in the store within the store’s rules, such as changing an address, creating a return or issuing a refund.

To read a request and write a reply, Ordra sends the email and the relevant order details to Anthropic’s AI model. Under Anthropic’s commercial terms, this data isn’t used to train their models. We don’t use stores’ data to train AI models either.

When a shopper or store asks Shopify to erase data, Shopify tells us and we delete it: a shopper’s conversations, orders and customer record, or, 48 hours after a store uninstalls Ordra, everything we hold for that store. Requests from shoppers for a copy of their data go to the store owner, who answers them.

These service providers process personal data for us, under a data processing agreement and only for their task:

Shopify isn’t on this list: it’s the store’s own platform, and we exchange data with it on the store’s behalf. We share data with authorities only when the law requires it. Before we add a provider that processes stores’ data, we update this list and tell workspace owners by email.

Ordra’s servers and database run at [Hosting provider] in [Country], EU. Some providers above are based in the United States. Transfers to them are covered by the EU-US Data Privacy Framework where the provider is certified, and otherwise by the European Commission’s Standard Contractual Clauses.

• Account and workspace data: as long as your account exists. When a trial or plan ends we keep your workspace, so you can pick up where you left off, until you ask us to delete it.
• Store data: while the store is connected. It’s deleted 48 hours after the store uninstalls Ordra, or earlier if you ask.
• Invoices and billing records: seven years, as Dutch tax law requires, also after an account is deleted.
• Sign-in links expire after 5 minutes, invitations after 7 days, and sessions after 7 days without use.
• Server logs: a short period, for security and troubleshooting.

To delete your account, email business@ordra.xyz. We do it within 30 days, apart from what the law requires us to keep.

• All traffic to Ordra is encrypted with HTTPS.
• Shopify access tokens are stored encrypted (AES-256-GCM).
• You sign in with a one-time email link or with Google, so there are no Ordra passwords to leak.
• Within a workspace, what someone can do depends on their role. A workspace’s data is never shown to another workspace.
• Only the people who run Ordra can reach its servers and database, and only to keep the service running.

If a data breach affects you, we tell you and, where the law requires it, the Dutch Data Protection Authority.

Ordra only uses cookies it needs to work, so we don’t ask for consent. There are no analytics or advertising cookies.

• better-auth.session_token keeps you signed in, until 7 days after your last visit.
• ordra_shopify_state secures connecting a Shopify store, for 10 minutes.
• ordra_shopify_claim links a Shopify install to your account when you sign in afterwards, for up to 7 days.
• Continue with Google sets a short-lived cookie while you sign in.

Ordra doesn’t take decisions about you, as our customer, that have legal or similarly significant effects.

For stores, Ordra can act on shoppers’ requests on its own, such as approving a return or a refund, but only in Auto mode and within the rules the store sets. Each store decides whether to use this, sets the limits and is responsible for the outcome. Shoppers can always ask the store to have a person look at their request.

You have the right to see the personal data we hold about you, to have it corrected or deleted, to restrict or object to how we use it, and to receive it in a format you can take elsewhere. Where we rely on your consent, you can withdraw it at any time.

Email business@ordra.xyz to use these rights; we answer within one month. If you’re not satisfied with our answer, you can complain to the Autoriteit Persoonsgegevens, the Dutch Data Protection Authority.

Shoppers of a store that uses Ordra should contact that store: it decides about their data, and we help it.

We update this policy when Ordra or the law changes; the date at the top shows the latest version. We email workspace owners about important changes before they apply.