Privacy Policy

Last updated: October 28, 2026

Recoverly, also shown as "Reco" ("the App", available as a Shopify app and as a web app), helps businesses add a WhatsApp chat button to their website and send WhatsApp messages such as abandoned-cart reminders, order confirmations, appointment reminders and shipping updates through the WhatsApp Business Platform (Meta), and can answer customers with an AI assistant. This policy explains what data the App processes and why. Where this policy says "merchant", it also means a web app customer.

Information we collect

When a merchant installs the App we access and store:

• Store information — store name, domain, and the settings the merchant configures in the App.
• Order and checkout information — order id, order total, checkout status, and fulfillment status, used solely to trigger the messages the merchant has configured.
• Customer contact information — customer name and phone number, used solely to deliver WhatsApp messages on the merchant's behalf: messages about the customer's own order or checkout (confirmations, shipping updates, reminders about a checkout they started) go to the phone number they entered; other marketing only where the customer has consented (a placed order, checkout text-marketing consent, or an explicit WhatsApp subscription on the storefront).
• WhatsApp connection data — the merchant's WhatsApp Business Account id, phone number id, and access token issued by Meta during Embedded Signup.
• Message records — messages sent through the App and delivery/read receipts returned by Meta, plus customer replies to power the merchant's inbox.
• Appointments — when the merchant turns on AI bookings: the service, date and time, the customer's name and WhatsApp number.

How we use information

• To deliver the messaging, inbox, AI assistant and booking features the merchant configures.
• To show the merchant analytics about their own messages.
• To comply with legal obligations.

We do not sell personal data or use it for our own advertising. We share it only with the processors needed to run the features the merchant turns on:

• Shopify — store, order, checkout and product data the App reads to run automations.
• Meta (WhatsApp Business Platform) — customer phone numbers and message content, to send and receive WhatsApp messages.
• Fly.io — hosting and database for the App.
• Resend — delivery of the App's emails to the merchant (setup, account and service alerts). Never used to email the store's customers.
• Anthropic — when the merchant enables the AI assistant, incoming customer messages and the store's product and FAQ information are sent to generate replies.
• Groq — when the AI assistant is enabled, customer voice notes are sent for transcription.
• PostHog — product analytics and session replay of the App's admin screens used by the merchant. Screens showing customer data (inbox, message logs, subscribers, chats) are never recorded.
• Google — only when the merchant connects Google Calendar (see below).
• Klaviyo, Zapier and other integrations — only when the merchant connects them; subscriber and event data are sent to the service the merchant chose.

Google Calendar

A merchant can connect a Google Calendar so the AI assistant books appointments around their existing schedule. With the merchant's permission, the App:

• reads the email address of the connected Google account, to show which account is connected;
• reads only the start and end times, free/busy setting and response status of events on the merchant's primary calendar, to work out which times are free. Event titles, descriptions, attendees and locations are never requested or stored;
• creates, moves and deletes one event per appointment booked through the App, containing the service, the customer's name and WhatsApp number.

Only the resulting free times (never calendar contents) are used by the AI assistant. Google data is not sold, not used for advertising, not used to train AI models, and not shared with anyone except as needed to provide this feature. The access token is stored encrypted; disconnecting the calendar revokes and deletes it, and it is deleted with the rest of the store's data after the App is uninstalled.

Recoverly's use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Consent and opt-out

Campaigns and review requests are only sent to customers who opted in. One reminder about an unfinished checkout may be sent to the phone number the customer entered at that checkout; further reminders only go to customers who opted in. Customers can opt out at any time by replying STOP to any message; the App honors the opt-out immediately and never messages them again.

Data retention and deletion

Data is retained while the merchant uses the App. When a store owner deletes a customer, or uninstalls the App, we permanently delete the related personal data in response to Shopify's GDPR webhooks (customers/redact, shop/redact). Web app customers can erase a contact or delete their whole workspace from the app. Customers may also request deletion through the merchant they purchased from.

Security

Data is stored on encrypted infrastructure, access tokens are kept server-side only, and all traffic uses TLS.

For support and troubleshooting, authorized Recoverly staff can view a merchant's app (including conversations) in a strictly read-only mode. Each access is time-limited, individually logged, and cannot change any data.

Contact

Questions or data requests: [email protected]