About this policy
Entrfy FAQ & Product Q&A (“the app”) is a Shopify app by Entrfy (“we”, “us”). It helps merchants show FAQs, a product Q&A section and a help button in their online store. This policy explains what data the app collects, how we use it, who we share it with and when we delete it.
For data about store customers, the merchant decides how it is used and we process it on the merchant's behalf.
Information we collect from merchants
- Store information: your shop domain, the access token Shopify gives the app, your store languages and your app plan.
- Your content: FAQs, answers, design and help button settings. FAQs are saved in your own Shopify store. We keep earlier versions so you can restore them.
- Product information: product titles, descriptions, collections, tags and types. We use these to show the right FAQs on each product and, if you use AI writing, to draft FAQs.
Information we collect from store customers
- Questions: when a customer asks a question in the product Q&A section or the help panel, we save the question and the product it is about. Name and email are optional; if the customer enters them, we save them so the merchant can reply. If the merchant publishes the answer on the product page, the name is masked (for example “J*** D***”). Email addresses are never shown publicly.
- Usage statistics: FAQ views, opens, “helpful” votes and search terms, saved as daily totals for each store. They are not linked to any person or customer account.
- Browser storage: the app does not use cookies. It saves a small marker in the customer's browser (localStorage) so a page view and a vote are counted only once.
- Ask AI: if the merchant turns on Ask AI, the customer's question is sent to our AI provider together with the store's FAQs to write an answer. We do not save these questions.
- IP addresses: used briefly to block spam and abuse. We do not save them in our database.
How we use information
- To run the app: show FAQs, save your content and deliver customer questions to you.
- To show you analytics and to apply plan limits (monthly FAQ views).
- To answer your support requests.
We do not sell any data, use it for advertising or build profiles of store customers.
Who we share information with
We share data only with the service providers we need to run the app:
- Amazon Web Services (Frankfurt, Germany): hosting and database.
- Fireworks AI (United States): AI writing, translation and Ask AI answers. We send only the text needed for each request. We never send the names or email addresses customers enter.
- Tidio: the support chat in the app's admin. It receives your shop domain and the messages you write. It is never added to your store.
- Shopify: billing, and the store data the app reads through Shopify.
How long we keep information
- When you uninstall the app, it can no longer access your store.
- 48 hours after you uninstall, Shopify asks us to delete your store's data. We then delete everything we hold for your store: settings, earlier versions, statistics and customer questions.
- When a customer asks a store to delete their data, Shopify tells us and we delete that customer's questions, including any published on product pages.
Security
All data is sent over HTTPS. Access to our servers and database is restricted, and every request from Shopify is checked with Shopify's signature. No system is completely secure, but we take reasonable steps to protect your data.
Your rights
Depending on where you live (for example under the GDPR or CCPA), you can ask to see, correct or delete your personal data. Merchants can view and delete customer questions in the app. Customers can contact the store they shopped with, or write to us directly.
Changes to this policy
We may update this policy when the app changes. The current version is always on this page.
Contact us
If you have questions about this policy or your data, email support@entrfy.com or use the support chat in the app (Settings › Help & support).