Privacy and your data
What REASONBACK keeps about your customers, why, where it’s stored, and who can see it.
The short version
- We keep only what running a return needs.
- Your customers’ data is yours. We never sell it or use it for advertising.
- Each brand sees only its own customers. Other brands never see yours.
- Customers can ask for their data or ask for it to be erased, and it really is erased.
What we keep, and why
Everything here exists because a step of the return needs it.
Name, phone, email and delivery address, copied from your Shopify orders or typed by the customer.
To find the right order, send the courier, and tell the customer what’s happening.
What was bought, prices, dates, discount codes and product tags.
To check your return rules and work out the refund.
Items, reasons, the customer’s note, the refund method they chose, and a timeline of every step.
To run the return, and as your record if there’s ever a dispute.
Photos customers add to show a problem. Shrunk to a small size when uploaded.
So your team can see damage or a wrong item before approving.
The InstaPay or wallet number the customer gave, or for a bank transfer the account holder, bank and account number or IBAN, and the proof of transfer your team uploads.
To send the money to the right place, and prove it was sent.
Names, emails, roles and last sign-in times.
To know who did what, and what each person may do.
Files marked Private are never on a public web address. Each time someone on your team opens one, REASONBACK makes a link that stops working after one hour.
What we don’t keep
- Card numbers. A refund to the original payment goes through Shopify and your payment app. REASONBACK never sees the card. Bank account details are kept only when a customer picks bank transfer, are shown only to your team, and are erased with the rest of their data on a deletion request.
- Passwords in readable form. Sign-in is handled by our database provider’s sign-in service, which stores passwords only in scrambled (hashed) form.
- Full IP addresses. To stop people guessing order numbers on your portal, we keep a scrambled version of the visitor’s connection, not the address itself. For your team, we note only the country, once.
- Advertising or tracking scripts. Your return portal has no third-party trackers. The only visit counts are our own, with no names, phones or order numbers.
- The contents of messages from Shopify and Bosta. Our logs record that a message arrived and whether it worked, never what was inside.
Who can see what
| The customer | Your team | Other brands | |
|---|---|---|---|
| Contact details and address | Their own, after proving the order | Yes | Never |
| Photos | Their own | Yes, through 1-hour links | Never |
| Refund number and proof | Their own amount and method | Yes | Never |
| Team notes, comments, names | Never | Yes | Never |
Inside your team, what each person can do depends on their role. See How we protect it.
How long we keep it
- Customer details, orders and requests
- While you use REASONBACK. Erased when a customer asks, or after you uninstall from Shopify.
- Record of messages from Shopify and Bosta
- 30 days, then deleted automatically.
- Error records
- 60 days, then deleted automatically.
- Order sync history
- 90 days, then deleted automatically.
How erasing works, step by step: Data requests and deletion.