Feedloop privacy policy

This page covers the Feedloop Shopify app specifically. For the Sali Digital LLC website, see the site privacy policy. For the processor terms that apply to merchants, see the data processing agreement.

When you install Feedloop, you are the data controller and we are your processor. You decide what to ask your customers; we store the answers on your behalf and do nothing else with them.

What Feedloop stores#

From your store, via the Shopify API:

• Your store's domain, plan and timezone — the timezone matters because analytics are bucketed in your local day, not UTC.
• An encrypted Shopify access token, so the app can act on your behalf. It is never logged and never returned in any API response.
• The Shopify order identifier a survey response relates to.

From your customers, when they answer a survey:

• Their answers, including the Net Promoter Score they selected and any free-text they typed.
• Whether the survey was shown to them at all — impressions are tracked so the response rate is measured rather than guessed.
• Which surface they answered on (thank-you page, order status page, or on-site pop-up).

What we do not collect: we do not ask for or store your customers' names, email addresses or payment details. A customer could type personal information into a free-text answer, which is why free-text answers are encrypted at rest.

What we do with it#

Only what the app needs to do its job:

• show you your responses, your NPS score and your analytics;
• run the automations you configured — generating a recovery discount code for a detractor, posting to the Slack channel you chose, firing a Shopify Flow trigger, inviting a promoter to your review page;
• export it when you ask, via CSV or the data export API.

We do not sell it, share it with advertisers, use it to train anything, or aggregate it across stores for any purpose you have not been told about on this page.

What Feedloop never does#

• No review incentives. The app will not let you offer a discount or a gift in exchange for a public review. This is prohibited by Shopify App Store requirement 1.3 and by Google's and Trustpilot's own rules.
• No emailing your customers on your behalf. Recovery discount codes are attached to the response for you to send with a personal message. We do not send it for you, and we do not add anyone to a mailing list.
• No cross-store profiling. Your responses are yours. They are not pooled with another merchant's.

Shopify's compliance webhooks#

All three mandatory webhooks are implemented and functional:

• customers/data_request — when a customer asks you for their data, Shopify forwards the request and we compile what we hold for them.
• customers/redact — that customer's responses are erased.
• shop/redact — your store's data is erased after uninstall.

How long we keep it#

Survey responses are retained for as long as the app is installed, so historical reporting does not silently truncate. They are deleted when the app is uninstalled, and on a verified customer erasure request.

There is no automatic purge on a timer, deliberately: a survey app that silently deletes last year's responses destroys the trend line that is the whole reason to run it. Remaining store data is erased within 30 days of uninstall.

Export before you uninstall. Uninstalling deletes. CSV export is on every plan, including Free.

Where it lives#

On servers in the European Union. Sub-processors are listed in the data processing agreement — that list is the complete set of third parties that can touch this data.

Security#

• The database and cache are reachable only from the application server, never from the public internet.
• Shopify access tokens and free-text responses are encrypted at rest.
• The public endpoint your storefront calls is rate-limited per shop and validated as untrusted input, because that is what it is.
• Backups are encrypted before they leave the server.

Your customers' rights#

Your customers should contact you — you are the controller. Ask us through Shopify's data-request webhook, or email privacy@saliapps.com, and we will help you answer them.

Contact#

privacy@saliapps.com — Sali Digital LLC, publisher of Feedloop.