Privacy Policy
This policy explains how Double Cart LLC handles personal data in Kartwise, an AI shopping assistant for Shopify stores. Effective 2026-10-14.
Who is responsible
- For store customers' data (chat messages, order lookups, claims), the store is the controller and we are its processor, under our Data Processing Addendum. Customers should contact the store first about their data.
- For merchant account data (the store's domain, staff using the app, settings, billing), we are the controller.
What we process
Store customers
- Chat messages typed into the assistant, and the replies.
- Order lookups: the order number and the email the customer provides. Order details (status, items, tracking) are read from Shopify when asked; we don't store delivery addresses, phone numbers or payment details.
- Signed-in customers: if a customer signs in with their store account from the chat, the email address of that account (from Shopify).
- Claims: order number, name (optional), email, the description, selected items, preferred outcome, and any photos the customer attaches. Photos are re-encoded and location metadata is removed.
- Pages viewed in the store (product/collection titles) — only when the customer has allowed personalisation in the store's cookie banner, and only for the current visit.
- Technical data: IP address and conversation ID, used briefly for rate limiting and abuse prevention.
Merchants
- Store domain, settings, plan, the store contact email (for claim notifications), and Shopify staff user IDs in access logs.
- The store's products, pages, policies and FAQs, to answer questions.
We don't sell personal data, use it for advertising, or make automated decisions with legal or similarly significant effects — claims, returns and refunds are always decided by the store's staff.
Why we process it
To answer customers' questions, look up their orders, let them submit claims, notify the store about new claims, keep the service secure, and provide usage analytics to the merchant.
AI processing
Chat messages, relevant store content and product photos customers upload are sent to OpenAI to generate replies. Under OpenAI's API terms, data sent through the API isn't used to train their models by default. Replies are generated automatically and may be inaccurate.
Who we share it with
Only the subprocessors that run the service:
| Subprocessor | Purpose | Location |
|---|---|---|
| Shopify Inc. | Platform the app runs on; billing; order, product and customer-account APIs | Global |
| Fly.io, Inc. | Application hosting | United States |
| Amazon Web Services, Inc. | Primary database (encrypted at rest, with periodic encrypted snapshots) | United States (us-east-1) |
| MongoDB, Inc. (Atlas) | Search index of the store's products, pages and FAQs | United States |
| Upstash, Inc. | Short-lived cache and rate limiting | United States |
| OpenAI, L.L.C. | Generates chat replies; reads product photos customers upload for search | United States |
| Twilio Inc. (SendGrid) | New-claim notification emails to the merchant (only if enabled) | United States |
How long we keep it
| Data | How long we keep it |
|---|---|
| Chat conversations (messages) | 90 days after the last message, then deleted |
| Claims (order number, name, email, description) | Archived after 60 days without activity; deleted 1 year after archiving |
| Claim photos | Deleted 14 days after the claim is resolved or declined, or 30 days after it is archived, whichever comes first |
| Orders a customer looked up in chat (summary) | 2 hours (short-term cache) |
| Customer sign-in tokens | Valid 1 hour; deleted 1 day after they expire |
| Usage analytics (no message content) | 90 days |
| Staff access logs | 1 year |
| Everything for a store | Deleted when Shopify sends the store's data-deletion request (48 hours after the app is uninstalled) |
Security
- Encryption in transit (TLS) for all connections, and encryption at rest for the database and its backups.
- Access to production systems is limited to authorised staff with strong passwords and two-factor authentication.
- Staff viewing claims or chat transcripts in the app is logged.
- Chat transcripts shown to store staff have emails, phone numbers, addresses, card numbers and names removed.
International transfers
Our service providers process data in the United States. Where the law requires it, transfers are covered by appropriate safeguards such as the EU Standard Contractual Clauses.
Your rights
Depending on where you live, you can ask for access to, correction of, or deletion of your personal data, or object to its processing. Store customers should contact the store, which can ask us to act; requests Shopify forwards to us (data requests and erasure requests) are handled automatically. You can also contact us at hello@double-cart.com.
Children
The app isn't directed at children and we don't knowingly process children's data.
Changes
We'll post updates here with a new effective date, and notify merchants in the app about material changes.
Contact
Double Cart LLC · 30 N Gould St Ste R, Sheridan, WY 82801 · hello@double-cart.com