Privacy Policy

Who this covers

This policy describes the Sonic Prospect Shopify app. App charges go through Shopify App Pricing as a share of attributed sales the agent drives.

Cookies

Cookie name: sonic_prospect_session. Purpose: keep the shopper's chat session so the conversation can continue on later visits. Lifetime: 30 days. Sales attribution uses that cookie only when the shopper has consented under Shopify's Customer Privacy API (analytics or marketing allowed, or no consent required in their region). Without that consent the cookie is used for chat continuity only.

Data flow

Storefront chat → this app (sonic.pivony.com on Google Cloud, us-central1) → Pivony commerce API → an AI model provider: Google (Gemini on Vertex AI), Anthropic (Claude) or OpenAI (GPT).

We choose the provider and may switch between them at any time. Whichever we use receives the same data: the shopper's message, recent turns of the chat and the store data needed to answer. Under their terms, none of them uses this data to train its models. Anthropic and OpenAI keep requests for up to 30 days to detect abuse, then delete them.

We never use shopper chats or store data for advertising, and we do not use them to train or fine-tune AI models.

Personal data in chat

Shoppers may type personal information into the chat, such as their name, email or phone number. We store it with the conversation so the merchant can follow up, and we automatically mask payment card numbers. Shoppers can request deletion through the merchant.

If you use “Talk to the store”, we ask for your email and a short message, email them to the store (Reply-To: you), and keep them only in the chat transcript (13 months / 390 days).

Ratings and chat analytics

After a conversation, the chat may ask the shopper to rate it from 1 to 5 stars and add an optional comment (up to 500 characters). We store the rating and comment with the conversation, mask payment card numbers in the comment as in chat messages, and use them to measure and improve answer quality. The comment is deleted with the chat transcript after 13 months (390 days); the star rating stays, without the comment, in the conversation's statistics.

When the shopper has allowed analytics under Shopify's Customer Privacy API, or no consent is required in their region, the app also records that the chat was opened (at most once per chat session every 30 minutes, without any message content) as a pixel event kept for 90 days. Under the same condition, the app's Shopify Web Pixel records page, product and collection views, searches, adds to cart and started checkouts on the store, with only the event name, its time and Shopify's random browser identifier (no name, email, address or message content), kept for 90 days.

To protect the chat from abuse, when a message tries to extract the assistant's internal instructions, to inject new instructions, or to obtain other customers' data, or when a reply had to be withheld for that reason, we record the event (its type, the chat session id, the time, and a keyed hash of the shopper's IP address; never the address itself and never the message text) and keep it for 30 days. Repeated attempts block the chat for that session or network for 24 hours.

What we keep

From paid-order, refund, and cancellation notices we keep only order id, line items used to match a chat, currency, financial status, timestamps, refund line items, shipping country, and a salted hash of the Shopify customer id. We do not store customer name, email, phone, or full address from orders.

Retention: chat transcripts 13 months (390 days); pixel events 90 days; conversation summaries 36 months. Our search index (Qdrant) runs on our own Google Cloud servers. Exchange-rate services receive no personal data.

After you uninstall the app, Shopify asks us to delete your store's data 48 hours later, and we do. One record stays: a one-way hash of the store's Shopify domain with the attributed order value it used toward the free allowance, so the allowance applies once per store (Terms 8.1). A store that never had an attributed order leaves no record.

Store owner contact details

When you accept the Terms in the app, we save the store's contact email from Shopify and the time and IP address of the acceptance, as a record of it. We use the email for notices about the app (billing, usage and budget alerts, setup reminders) and, from time to time, for a short feedback survey about Sonic Prospect. Every survey email has an unsubscribe link, and unsubscribing does not change the app. We email you about other Pivony products only if you ask us to, for example by saying yes in a survey. We never sell or share this email. It is deleted with your store's data after you uninstall.

Processing location and transfers

Our servers and database are in the United States (Google Cloud, us-central1). Requests to Google's AI models can be processed in any Google Cloud region; Anthropic and OpenAI are in the United States. Transfers from the EU/EEA rely on the EU Standard Contractual Clauses; UK transfers on the UK Addendum.

Sub-processors

• Google Cloud — hosting and database (us-central1).
• Google — Gemini models on Vertex AI, through the Pivony commerce API.
• Anthropic — Claude models, through the Pivony commerce API.
• OpenAI — GPT models, through the Pivony commerce API.
• Resend — merchant notices and shopper-requested “Talk to the store” emails.

Stores in Turkey (KVKK)

If the store is in Turkey, the store is the data controller (veri sorumlusu) and Pivony is its data processor (veri işleyen) under Law No. 6698 (KVKK). To use your rights under Article 11 of KVKK, contact the store; we help it answer. Your data is processed in the United States as described above; on the store's request we sign the KVKK standard contract that covers this transfer.

Governing law and disputes

For merchants, governing law and disputes are as set out in Sections 19 and 20 of the Terms of Service. Nothing in this policy limits any right you have under applicable data protection law, including the right to lodge a complaint with a supervisory authority.