Privacy Policy

Last updated: 15/12/2025

Replyze (“Replyze”, “we”, “our”, or “us”) is an AI-powered customer support platform for e-commerce businesses. This Privacy Policy explains how we collect, use, store, and protect information when merchants use our services, including integrations with email providers, e-commerce platforms, and AI systems.

We are committed to protecting the privacy and security of both our users and their customers, and to handling data responsibly, transparently, and in accordance with applicable laws and platform policies.

1. Introduction

This Privacy Policy applies to:

  • Merchants who use Replyze (“Users”)

  • Data processed on behalf of Users in connection with customer support interactions (“Customer Data”)

It describes:

  • What information we collect

  • How and why we use it

  • How we protect it

  • The choices and rights available to Users

By using Replyze, you agree to the practices described in this Privacy Policy.

2. Definitions

For the purposes of this Privacy Policy:

  • “User” means a merchant, business, or individual who creates a Replyze account.

  • “Customer” means an end customer of a User who contacts that User for support.

  • “Content” means data processed through Replyze, including emails, order metadata, shipping information, and uploaded files.

  • “Services” means the Replyze platform, applications, integrations, and related features.

3. Information We Collect

We collect and process information necessary to provide the Services. This information falls into the following categories.

a. Account & Business Information

Information provided directly by Users, including:

  • Name, email address, and company or store name

  • Authentication credentials and OAuth access tokens (stored securely and encrypted)

  • Configuration and preference settings within the Replyze dashboard

b. Customer Support Data (Core)

When a User connects Replyze to their support inbox or e-commerce platform, we may process:

  • Email content and conversation threads related to customer support

  • Email metadata such as sender, subject, timestamps, thread IDs, and history IDs

  • Order-related metadata, including order numbers, order status, fulfillment state, and timestamps

  • Shipping and tracking information obtained via enabled integrations (e.g. Shopify or carriers)

Before storage:

  • Personal customer identifiers (such as names, email addresses, phone numbers, and physical addresses) are removed or irreversibly redacted where possible

  • Only the minimum support-relevant context required to generate responses is retained

c. Uploaded Data (Optional / Opt-In)

Users may optionally upload additional data, including:

  • CSV files containing historical support tickets or knowledge base content

  • Other merchant-provided reference data

Uploading such data is strictly optional and is used only for the purposes explicitly described to the User at the time of upload.

4. How We Use Information

We use information only for legitimate business purposes directly related to providing and improving the Services, including to:

  • Read and process incoming customer support emails

  • Generate draft or automated customer support replies

  • Retrieve and display order and shipping status information

  • Maintain conversation continuity and prevent duplicate responses

  • Improve response relevance and system performance

  • Monitor, secure, and maintain the reliability of the Services

  • Comply with legal obligations and enforce our terms

Information is not used for advertising, profiling unrelated to customer support, or resale.

5. AI & Automated Decision-Making

Replyze uses artificial intelligence and automated systems to assist with customer support.

  • Some responses may be generated or assisted by AI models

  • Users control whether replies are sent automatically or reviewed before sending

  • AI-generated responses are intended to assist, not replace, human judgment

  • Users remain responsible for reviewing and approving customer communications where required

Replyze does not represent AI-generated content as infallible and encourages Users to configure automation levels appropriate to their business.

6. Data Redaction & Minimization

Replyze follows a data minimization approach:

  • Personal customer information is removed or redacted before AI processing where feasible

  • Only the minimum data required to deliver the Services is stored

  • Raw customer emails are not retained beyond their intended operational use

  • Data is not reused for unrelated purposes

This approach reduces risk while preserving support quality.

7. Data Storage & Security

We implement industry-standard safeguards to protect data, including:

  • Encryption of data in transit and at rest

  • Secure storage of OAuth credentials and access tokens

  • Role-based access controls and least-privilege internal access

  • Logging and monitoring of access to sensitive systems

While no system can be guaranteed to be 100% secure, we take reasonable and appropriate measures to protect information against unauthorized access, loss, or misuse.

8. Model Training & Data Usage

Replyze’s approach to model training is designed to protect User and Customer data.

  • Customer support data obtained through email providers (such as Gmail) is used only for operational purposes

  • Such data is not used to train shared or generalized AI models

Optional Personalized Training

Users may opt in to a more personalized experience by uploading CSV files or other reference data.

When enabled:

  • Training is limited to that User’s workspace

  • Uploaded data is stored in redacted and encrypted form

  • Data is not shared across Users

  • Users may revoke consent and request deletion at any time

9. Data Sharing & Third Parties

We share data only as necessary to provide the Services, including with:

  • Email service providers (e.g. Gmail APIs)

  • E-commerce platforms (e.g. Shopify)

  • AI infrastructure and inference providers

  • Hosting, monitoring, and security service providers

We do not sell personal data. Data is shared solely to operate and improve the Services, and only with providers subject to appropriate confidentiality and security obligations.

10. Data Retention

We retain data only for as long as necessary to provide the Services:

  • Operational support data is retained while a User’s account is active

  • Data may be deleted or anonymized after account closure or disconnection

  • Backup data is retained for limited periods for security and disaster recovery purposes

Users may request deletion of their data at any time, subject to legal or security requirements.

11. User Rights

Depending on jurisdiction, Users may have rights to:

  • Access their data

  • Correct inaccurate data

  • Request deletion

  • Export their data

  • Object to or restrict certain processing

Requests can be made by contacting Replyze using the details below.

12. International Data Transfers

Replyze may process data in countries other than the User’s country of residence. Where required, appropriate safeguards are implemented to protect data during international transfers.

13. Cookies & Tracking

Replyze uses cookies and similar technologies primarily for:

  • Authentication

  • Session management

  • Dashboard functionality

We do not use third-party advertising cookies.

14. Children’s Privacy

Replyze is not intended for use by individuals under the age of 16 (or the applicable age of digital consent). We do not knowingly collect personal data from children.

15. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be posted on our website or communicated to Users as required. The “Last updated” date reflects the most recent version.

16. Contact Information

For questions or requests regarding this Privacy Policy, please contact:

Email: support@tryreplyze.com
Company: Replyze
Website: https://tryreplyze.com/