1. About this policy

SynexaTech Labs provides Synexa FulfillGuard, a Shopify app for monitoring fulfillment deadlines and notifying merchant teams about overdue orders. This policy explains information handled by the app. The support website privacy policy separately covers help-center visits and support correspondence. Shopify and merchant stores have their own privacy notices.

2. Information the app handles

  • Store and installation information: Shopify store domain and identifiers, store timezone, installation and authentication status, permission information, and synchronization timestamps.
  • Merchant authentication information: Shopify app sessions, encrypted access and refresh credentials, and merchant user identifiers and profile information supplied through Shopify authentication, such as name, email, locale, and account-role indicators.
  • Order monitoring information: order identifiers and names or numbers, creation and update times, payment and fulfillment status, whether an order is paid or fulfillable, cancellation and eligibility flags, saved deadlines, and verification timestamps. The app is designed to avoid collecting customer names, customer email addresses, shipping or billing addresses, and payment-card data for fulfillment monitoring.
  • Monitoring configuration and history: policies, digest schedule, incident states and timestamps, synchronization cursors, operational audit events, and diagnostic identifiers.
  • Team notification information: merchant-provided recipient addresses, verification status, alert-routing preferences, suppression information, email queue records, attempts, acceptance status, and safe error codes. Team recipients are separate from store customers.
  • Subscription information: verified plan and subscription references, entitlement status, trial and billing-period dates, and monitored-order usage. Shopify handles plan approval and payment collection; FulfillGuard does not collect payment-card details.
  • Privacy and security records: authenticated privacy requests, limited export or erasure facts, webhook processing records, and identifiers needed to protect the service and prevent erased orders from being imported again during the relevant retention window.

Do not send passwords, access tokens, verification codes, customer lists, or payment details to support.

3. Why information is used

We use information to authenticate authorized merchants, synchronize minimal order facts, determine order eligibility and deadlines, record incidents, send requested team notifications, enforce verified plan limits, investigate failures, prevent abuse, and process privacy requests. The app monitors order status; it does not itself fulfill or cancel orders.

Where applicable law requires a legal basis, processing depends on providing the requested service, legitimate interests in operating and securing it, and legal obligations. Optional processing requiring consent must use an appropriate consent process. Notification recipients verify control of their mailbox before receiving operational messages. Fulfillment alerts are service communications rather than a marketing subscription.

4. Service providers and disclosure

Shopify provides the store platform, authentication, order APIs, and subscription services. Authorized SynexaTech Labs staff and providers may process information as needed for hosting, storage, email, security, and support. The current notification implementation uses Zoho SMTP. Email-service acceptance does not prove inbox delivery.

Information may also be disclosed when required by law or necessary to protect people or systems or establish, exercise, or defend legal claims. Contact us for details about the providers and processing locations relevant to your installation. We do not sell personal information or use monitored order information for targeted advertising.

5. Sessions and storefront behavior

The embedded app uses Shopify authentication and session mechanisms to operate in Shopify Admin. FulfillGuard does not require a storefront theme embed or add a customer-facing fulfillment widget. The support website's necessary cookies and preference storage are described in its website privacy policy.

6. Retention, uninstalling, and deletion

Information is retained for its operational purpose and applicable legal requirements. Notification and completed digest history use plan-dependent retention windows: currently 7 days for Free, 30 days for Starter, and 90 days for Growth. Pending, retrying, in-flight, and uncertain email submissions can remain while delivery is resolved. These windows do not apply identically to all app records.

Eligible order records remain while needed for monitoring. Inactive orders become eligible for cleanup after 60 days when there is no unresolved incident or protected pending notification. Processed webhook records generally use a 60-day window; operational job records use 30 days, and completed privacy and audit records use 90 days. Cleanup runs in bounded background work, so a retention threshold is not an exact deletion timestamp.

When uninstall is processed, the app marks the installation inactive, stops pending operational notifications, and schedules store-data cleanup. Authenticated Shopify shop-erasure requests also initiate deletion. Reinstallation and an in-progress erasure must be handled safely; deleted records are not guaranteed to return. Backups, lawful retention needs, and separate support correspondence can have different handling. Contact us about a specific deletion request or backup record.

Shopify provides mandatory customer-data, customer-erasure, and shop-erasure notifications. Shopify normally sends a shop-erasure request 48 hours after uninstall, and requires action on privacy requests within 30 days of receipt unless a permitted exception applies. Read Shopify's privacy requirements. The app's own cleanup schedule can start independently of that notification.

7. Your rights and choices

You can change monitoring preferences, remove team recipients, or uninstall the app through Shopify. Depending on applicable law, you may request access, correction, deletion, a copy of personal information, or restrictions on processing, or object to processing. We may need proportionate information to verify your identity and connection to a store. Never provide passwords or access tokens for verification.

Store customers should contact the merchant about customer or order information. FulfillGuard processes authenticated Shopify privacy requests for the limited order facts it holds. A customer-data request may need a merchant response after the available facts are prepared.

8. Security and international processing

The app uses authenticated merchant access, store-specific authorization, encrypted credentials and recipient information, restricted service access, and verified privacy notifications. Information may be processed where SynexaTech Labs and its providers operate, subject to applicable safeguards. No system can guarantee absolute security.

9. Contact and changes

Use FulfillGuard support, choose General question, and use a subject such as Privacy request — Synexa FulfillGuard. Include a contact email and the store domain where relevant, without customer details or credentials. If a support email is displayed in the website footer, that channel is also available.

The version and effective date appear above. We may update this policy as the app or its information practices change and provide additional notice when required.