Privacy that respects what is yours.

Overview

Arbyn is an AI customer support and sales agent for Shopify stores, operated by ONDUTYOPS LLC ("Arbyn", "we", "us"). This Privacy Policy explains what data we collect, how we use it, and the rights you have over it.

This policy covers two groups of people: Shopify operators who install Arbyn on their store (our customers), and the end shoppers those operators serve (their customers).

What we collect

From operators

When you install Arbyn from the Shopify App Store, we receive your Shopify store name, email address, billing account, and the permission scopes you grant during install.

From your store

Arbyn reads the following data from your Shopify store to deliver the service:

• Order history, line items, fulfillment status, and shipping details
• Customer records, including email, name, and order association
• Product catalog, inventory, and pricing
• Store policies, shipping zones, and Markets configuration
• Customer support conversations from connected channels (email, chat, social DMs)

From end shoppers

When a shopper interacts with Arbyn through your store's support channels, we process the content of their messages, basic technical metadata (IP address, browser, locale), and any order they reference.

How we use it

We use the data above strictly to deliver the Arbyn service. That includes:

• Replying to customer messages in your voice
• Executing Shopify actions you have authorized (refunds, address changes, cancellations, returns)
• Tracking resolution rates, CSAT, and revenue attribution in your dashboard
• Improving the quality of replies for your specific store over time

We do not sell your data. We do not use one operator's data to train models that serve other operators. We do not share your data with advertising networks.

Subprocessors

Arbyn relies on a small set of subprocessors to operate. Each is contractually bound to handle data only on our instructions.

• Amazon Web Services (US-EAST-1, EU-WEST-1) for hosting and storage
• OpenAI and Anthropic for large language model inference, under zero-retention agreements
• Stripe for billing of any optional add-ons outside the Shopify billing flow
• Resend and Postmark for transactional email delivery
• Sentry for error monitoring

A full and current list is available at arbyn.app/subprocessors.

Data retention

Operator account data is retained for as long as your Arbyn account is active. When you uninstall Arbyn from Shopify, your entire store's data is permanently deleted within 48 hours — this is enforced by Shopify's mandatory shop/redact webhook, not optional.

When an individual customer requests deletion via your Shopify admin, their data is permanently removed from Arbyn within 30 days, per Shopify's customers/redact webhook requirement.

Conversation history is retained for 24 months by default to allow Arbyn to learn from your past replies. You can shorten this retention window or request earlier deletion from your dashboard at any time.

Your rights

You have the right to access, correct, export, or delete your personal data at any time. Operators can perform most actions directly from the Arbyn dashboard. End shoppers should contact the operator of the store whose support they used.

For requests we cannot fulfill from the dashboard, email privacy@arbyn.app. We respond within 30 days.

Contact

Questions, complaints, or requests can be sent to: