Privacy policy
Last updated 8 September 2026
This page covers two separate things. Part 1 is the privacy policy for the Keepwise Shopify app — the return-request emails, order data and customer messages the app handles for a merchant. Part 2 is the notice for this website and the launch waitlist.
Part 1 — The Keepwise Shopify app
This part applies to merchants who install Keepwise, and to their customers whose emails the app handles.
1. Who we are and what this covers
Keepwise is a Shopify app that reads return-request emails sent to a merchant's returns address and drafts a reply on the merchant's behalf, using AI.
For the personal data described here, the merchant is the data controller and Keepwise is the processor. We process personal data only on the merchant's documented instructions, which are given by installing the app and configuring it.
2. What we process
From the customer's email
- The customer's email address
- The subject and body of every email they send to the merchant's returns address, and of every reply Keepwise generates
- Message identifiers used to deduplicate deliveries
Email bodies are free text. Customers frequently include information we do not ask for — order problems, health circumstances, complaints, threats of legal action. We store what they wrote.
From the Shopify Admin API
- Order number, line item names and quantities, and order total
- The customer email on the order, used solely to match an email to an order
We do not read shipping addresses, phone numbers, payment details, or a customer's full order history beyond what is needed to identify the order in question.
From the merchant
- Shop domain, app configuration (brand voice guide, offer thresholds, return instructions), and the returns sending domain.
3. Why we process it
| Purpose | Data used | Legal basis (controller's) |
|---|---|---|
| Identify which order an email refers to | Customer email, order number | Contract / legitimate interests |
| Draft a support reply | Email body, order summary, brand voice guide | Contract / legitimate interests |
| Decide whether a human must handle it | Email body | Contract / legitimate interests |
| Create a single-use discount code in the merchant's Shopify store and include it in the reply | Order reference, offer value | Contract |
| Show the merchant what was sent | All of the above | Legitimate interests |
| Security and audit | Access logs | Legal obligation / legitimate interests |
We do not use personal data for marketing, advertising, profiling for advertising, resale, or any purpose other than those above.
4. Subprocessors
Keepwise shares personal data with the following subprocessors.
| Subprocessor | Purpose | Data shared | Location |
|---|---|---|---|
| Anthropic PBC | Generating the reply draft | The customer's email text, the order summary (order number, item names, quantities, total), the merchant's brand voice guide | USA |
| Postmark (ActiveCampaign LLC) | Receiving and sending email | Full email content, sender and recipient addresses | USA |
| Fly.io | Application hosting and database | All stored data | European Union (Frankfurt, Germany) |
About the AI provider. The customer's message text is sent to Anthropic's API to generate the reply. The customer's email address is not sent — it is used only as a lookup key against Shopify. Anthropic does not train its models on data submitted through its API. See Anthropic's privacy policy at anthropic.com/legal/privacy.
International transfers to the USA rely on Standard Contractual Clauses.
5. Automated decision-making
Keepwise uses AI to decide whether to reply automatically, hold a reply for the merchant's approval, or escalate to a human. Some of these decisions carry a monetary offer.
Safeguards built into the product:
- Every automated message discloses that it was generated automatically.
- A customer who asks to speak to a person — including phrases such as "speak to a human" — is routed to a human immediately, bypassing the AI.
- A customer who declines an offer is routed to a human immediately; Keepwise never makes a second attempt to persuade them.
- Claims about defective or damaged goods receive at most one automated response, after which they always go to a human.
- Where the AI's read of the situation is ambiguous or high-risk, the reply is held for a human.
A customer may object to automated handling at any time by replying and asking for a person.
6. Retention
| Data | Retained for |
|---|---|
| Resolved conversation threads and their messages | 180 days after last activity, then deleted |
| Open threads | Until resolved, then as above |
| Access logs | 365 days |
| Email delivery records (bounces, spam complaints), keyed to a one-way hash of the recipient address | 90 days |
| Merchant configuration | Life of the installation |
| All shop data after uninstall | Deleted on Shopify's shop/redact signal (~48 hours after uninstall) |
7. Data subject requests
Customers should contact the merchant, who is the controller. Keepwise supports Shopify's mandatory compliance webhooks and will, on the merchant's instruction:
- Provide all data held about a customer (
customers/data_request) - Erase all data held about a customer, including message contents and audit entries (
customers/redact) - Erase all data for a shop (
shop/redact)
We do not respond to data subject requests sent to us directly by customers, because we cannot verify the requester's identity. Doing so would itself be a security risk.
8. Security
Encryption in transit and at rest, least-privilege API scopes, access limited to authorised personnel, audit logging of protected customer data access, and separated test and production environments.
9. Changes
Material changes will be notified to merchants by email at least 30 days in advance.
10. Contact
filip@keep-wise-app.com · Filip Grmek s.p., Cesta Goriške Fronte 28, Slovenia
Part 2 — This website and the launch waitlist
This part applies to visitors to this site. It does not cover the Shopify app, which is Part 1 above.
Who is responsible
Filip Grmek s.p., Cesta Goriške Fronte 28, Slovenia, is the data controller for the information described here. You can reach us at filip@keep-wise-app.com.
What we collect, and only when you give it
If you submit the waitlist form, we store:
- Your email address — so we can tell you when Keepwise launches.
- Your store URL — optional, and only if you type one in.
- The date and time you submitted the form, and the domain you submitted it from.
That is the complete list. We do not collect your name, your IP address, or anything about your store beyond the URL you choose to share.
No cookies, no analytics, no trackers
This site sets no cookies and runs no analytics. It loads no fonts, scripts, or images from other companies' servers — the typeface is served from this domain specifically so that visiting the site does not disclose your IP address to a third party. Visiting this page without using the form leaves us with no record of you at all. The one exception is the “Book a call” pop-up: only if you open it does your browser load our scheduling page from Cal.com, which then receives your IP address and, if you book, the name and email you enter. Cal.com is our processor for bookings.
Why we are allowed to hold it
Your consent, given by submitting the form. You can withdraw it at any time, and withdrawing is as easy as giving it — email us, or use the unsubscribe link in any message we send. Withdrawing consent does not affect anything we did before you withdrew it.
Where it is stored
In a Google Sheet in our own Google account. Google acts as our processor and may store or process the data outside the European Economic Area, under the transfer safeguards described in Google's privacy policy. We do not sell, rent, or share the list with anyone else, and we do not use it for any purpose other than telling you about the launch.
How long we keep it
Until Keepwise launches and we have sent the announcement, plus six months. After that the list is deleted. If you unsubscribe or ask to be removed before then, we delete your row when you ask — normally within a few days.
Your rights
If you are in the EU, EEA, or UK, you can ask us to give you a copy of what we hold about you, correct it, delete it, restrict what we do with it, or object to it. You can also withdraw consent at any time. One email to filip@keep-wise-app.com is enough for any of these — you do not need to explain why or use any particular wording.
If you think we have handled your data badly, you can complain to your national data protection authority. Ours is the Informacijski pooblaščenec (Information Commissioner of the Republic of Slovenia), Dunajska cesta 22, 1000 Ljubljana, Slovenia — gp.ip@ip-rs.si, www.ip-rs.si. If you live elsewhere in the EU or EEA, you can complain to your own country's authority instead.
Changes
If this notice changes, the date at the top changes with it. If a change materially affects people already on the waitlist, we will email them rather than quietly editing this page.
See also the Terms of Service.