Legal
Privacy Policy
This Privacy Policy explains how [OrderCtrl legal entity name] (“OrderCtrl”, “we”, “us”) collects, uses, shares and protects personal information when you visit orderctrl.io, create an OrderCtrl account, or use a customer portal that a store operates with OrderCtrl.
OrderCtrl is a post-purchase platform for online stores. The stores that use it (“Merchants”) decide what information about their own customers is processed. For that information, the Merchant is the controller (or “business”) and OrderCtrl acts as its processor (or “service provider”). See Our role.
Our role
- Controller for our own data. We are the controller of information about visitors to our website and about Merchants and their team members who hold OrderCtrl accounts (“Account Data”).
- Processor for store data. When a Merchant connects a store, we process information about that Merchant’s orders and customers (“Store Data”) only on the Merchant’s behalf and under our Data Processing Addendum. If you bought from a store that uses OrderCtrl, that store’s privacy policy governs your information, and requests about it should go to the store first. We will help the store respond.
Information we collect
Website visitors
- Technical information sent by your browser when you load our pages, such as IP address, browser type and the page requested, which may appear in server logs.
- Information you send us, such as your name, email address and message when you contact us.
Our marketing website uses optional analytics, controlled by your consent choice below. It loads fonts from Google Fonts, which means your browser requests files from Google and Google receives your IP address. See Cookies.
Merchants and team members (Account Data)
- Account details: name, email address, password (stored as a one-way hash), role, permission settings and, if enabled, two-factor authentication settings.
- Store and business details: store name and address, website, time zone, currency, return address, branding, settings and configuration.
- Billing details: plan, billing address, tax identifiers and invoice email addresses. Payment card details are collected and stored by our payment processor, Stripe; we receive only limited details such as card brand, last four digits and expiry.
- Connection credentials: API keys and tokens for your store and for services you connect, stored encrypted.
- Usage and support information: activity in the app, such as actions taken on orders and requests, and communications with us.
Store Data (processed for Merchants)
- Customer details: names, email addresses, phone numbers, and billing and shipping addresses.
- Order details: items, prices, totals, discounts, fees, payment method type and status, order status and history.
- Shipping details: tracking numbers, carriers, shipment events, delivery locations reported by carriers, and delivery dates.
- Subscriptions: subscription items, schedules, status, and changes requested.
- Requests, claims and returns: issue reports, answers to questions, notes, photos or other files uploaded as evidence, resolutions, return labels and return tracking.
- Portal sign-in information: email address or phone number used to request a sign-in code, one-time codes (stored as a hash), session information and IP address used to prevent abuse.
- Messages: records of emails sent through OrderCtrl, and, if the Merchant uses our helpdesk features, the text of a customer’s message sent to OrderCtrl to find the relevant order or draft a reply.
How we use information
- To provide, maintain and secure OrderCtrl, including syncing orders, tracking shipments, running the customer portal, handling requests and returns, sending emails and running automations configured by the Merchant.
- To process payments, manage subscriptions and credits, and send invoices and account notices.
- To provide support and respond to questions.
- To detect, prevent and investigate fraud, abuse and security incidents, including rate-limiting sign-in attempts.
- To improve OrderCtrl, using Account Data and aggregated or de-identified information.
- To comply with law and enforce our Terms of Service.
We process Store Data only to provide OrderCtrl to the Merchant and as the Merchant instructs. We do not use Store Data to market to a Merchant’s customers, and we do not sell personal information or share it for cross-context behavioral advertising.
Artificial intelligence features
Some optional features use an AI model provider to generate text, such as drafting a suggested reply to a support ticket, summarizing an order for an agent, or helping write email content. When a Merchant uses these features, the relevant order details and message text are sent to the provider to generate the result. The output is shown to the Merchant’s team to review; OrderCtrl does not send AI-drafted replies to customers on its own.
Legal bases (EEA and UK)
Where the GDPR or UK GDPR applies to Account Data or website data, we rely on:
- Contract, to provide OrderCtrl and manage accounts and billing;
- Legitimate interests, to secure and improve OrderCtrl, prevent abuse, and communicate with business customers, balanced against your rights;
- Legal obligation, for tax, accounting and other legal requirements; and
- Consent, where we ask for it, which you can withdraw at any time.
For Store Data, the Merchant determines the legal basis.
How long we keep information
- Account Data is kept while the account is active and afterward as needed for legal, tax, accounting and dispute purposes.
- Store Data is kept for as long as the Merchant uses OrderCtrl, subject to the Merchant’s settings and instructions. Merchants can anonymize customer details on orders. After an account is closed, we delete or anonymize Store Data within [30] days, except where we must keep it by law or it remains in backups that are overwritten on a regular schedule.
- Email logs are deleted automatically after 90 days.
- Sign-in codes for the customer portal expire after 15 minutes.
Security
We use administrative, technical and physical safeguards designed to protect information, including:
- encryption of customer contact and address details on orders, subscriptions and address checks, and of store and integration credentials;
- passwordless sign-in for customers with single-use, time-limited codes stored as hashes, and limits on attempts;
- verification of incoming webhooks from stores, carriers and payment providers;
- private storage for claim photos, which are shown only through signed links that expire;
- role-based access (owner, admin and analyst) and optional two-factor authentication for Merchant team members.
No method of transmission or storage is completely secure, and we cannot guarantee absolute security.
International transfers
OrderCtrl is operated from [country of operation] and our providers may process information in other countries, including the United States. Where we transfer personal information from the EEA, UK or Switzerland, we use appropriate safeguards such as the European Commission’s Standard Contractual Clauses and the UK International Data Transfer Addendum.
Your rights and choices
Depending on where you live, you may have the right to access, correct, delete or receive a copy of your personal information, to object to or restrict certain processing, and to withdraw consent. California residents have rights under the CCPA, including the right to know, delete and correct, and the right not to be discriminated against for exercising them. We do not sell or share personal information as those terms are defined under California law.
To make a request about Account Data or website data, email legal@orderctrl.io. We will verify your request and respond within the time required by law. You may also complain to your local data protection authority.
If you are a customer of a store that uses OrderCtrl, please contact that store. If you contact us, we will forward your request to the store where we can identify it.
Children
OrderCtrl is a business service and is not directed to children under 16. We do not knowingly collect personal information from children for our own purposes.
Changes to this Policy
We may update this Policy from time to time. If changes are material, we will notify account holders by email or in the app before they take effect. The “Last updated” date above shows when it last changed.
Contact us
[OrderCtrl legal entity name]
[Registered business address]
Email: legal@orderctrl.io
[If required: EU and UK representative details.]