Privacy policy

Effective October 20, 2026

Dispatch ("we", "us") makes Dispatch AI, an AI shopping assistant and support chat for Shopify stores. This policy explains what personal information we process when a merchant uses Dispatch and when shoppers use the chat on a merchant's store, why we process it, who else processes it, how long we keep it, and the choices you have.

For shoppers' information we act on behalf of the merchant whose store you're visiting: the merchant decides to use Dispatch and is responsible for its own privacy notice. Merchants' own account information is ours to look after. Our Data Processing Addendum sets out what we do for merchants.

Information about merchants

Store details: the store's Shopify domain and name, and the settings, instructions and appearance the merchant chooses.
People who use the dashboard: name, email address and role, from the Shopify admin, from Google sign-in, or from an invitation.
Credentials the merchant adds (AI provider keys, connector and helpdesk credentials, the Shopify access token). These are stored encrypted.
Plan and billing status from Shopify (which plan, trial and subscription state). Shopify takes payment; we never see card details.
Usage counts (conversations, messages, AI spend) and an access log of who in the team viewed conversations or looked up customers.
A history of settings changes: which setting changed, its value before and after, and who or what made the change (a team member, an applied Night Shift suggestion, or Autopilot).
If the merchant turns on Night Shift, its reports: metrics about the assistant's recent conversations, and suggested settings changes and advice that cite the conversations behind them.

Information we get from Shopify

With the merchant's permission, Dispatch reads the following from the merchant's Shopify store:

Products: titles, descriptions, prices, variants, images and availability, so the assistant can answer questions and recommend products.
A shopper's own order, when they ask about it. Before showing anything, the shopper has to prove the order is theirs: the order number and the email address on the order must match, or the shopper is signed in to the store's customer account and confirmed by Shopify. The assistant can then see the order's status, items, payment status, shipments and tracking, and the city, region and country it ships to. We don't read the customer's name, phone number or street address for this.
Recent order history, for personal recommendations: when a shopper is signed in to the store's customer account (confirmed by Shopify) and the merchant keeps personalization on, we read up to 10 of their orders from the last 60 days. We use the item titles, options such as size and color, product types, and what was returned. A short summary is used in that shopper's conversation only. It is cached in encrypted form for up to 15 minutes and isn't stored otherwise, although the assistant's replies become part of the conversation transcript.
Customer facts, for offer targeting: if the merchant creates discount offer rules that target customers, then for a signed-in shopper confirmed by Shopify we read their number of orders, total amount spent, customer tags, email marketing subscription status, country (from their default address), last order date, membership in the Shopify customer segments the merchant's rules name, and how much of their recent orders they returned. We use these only to decide which offers apply to that shopper. They aren't shown to the AI model or sent to the shopper's browser, and they're cached in encrypted form for up to 15 minutes. Marketing subscription status is only read: we never change it and never use it to contact anyone. This is profiling carried out for the merchant, and the merchant can turn it off.
Orders placed after a chat: to show the merchant the sales the assistant helped with, Shopify sends us new orders with only the order number, totals, discount codes, line item prices and quantities, and the cart attributes that link an order to a chat. No customer name, email, phone or address is included. We keep only orders that came from a conversation.

The assistant doesn't read customer names, phone numbers or street addresses from Shopify. There are two exceptions. First, when a store owner or admin searches for a customer in the dashboard (to test which offers that customer would get), we read matching customers' names and email addresses from Shopify and show them only to that merchant. We don't store them or send them to the AI model. Second, some stores connected an older connector, "Order changes", which we no longer offer to new stores. For those stores, when a shopper proves an order is theirs, it also reads the order's shipping name, phone number and street address, so an address change can keep the details the shopper doesn't change. These aren't stored and aren't sent to the AI model, which sees the same order details listed above, plus a link to the order's status page.

Information from shoppers using the chat

The messages you send and any photos you attach.
Store context from your browser: the page you're on, your cart, your language and time zone, and whether you opened the chat from a suggested message.
If you're signed in to the store's customer account, Shopify confirms your customer ID to us. The store's page also passes your name, email address, number of orders and customer tags to the chat. We keep your customer ID and email address with the conversation, so the store's team can reply and privacy requests can find it. If you ask for a person, your name and email go with the conversation to the store's team, through the email address, Slack workspace or helpdesk the merchant connected. We use your order count and tags only on our servers, for example to decide which offers apply.
Details you choose to give: for example an order number and email address to look up an order, or your email address so the store's team can reply to you.
Your consent choices: whether the store's cookie banner allows analytics, and your consent to share the conversation with the store's team.
With your analytics consent, the marketing campaign (UTM tags) you arrived from and whether you've visited before. Merchants can use these to target offers.
To prevent abuse of discount offers, when a store uses offers we keep keyed hashes of your network address, browser type, a random browser identifier the chat creates, and your customer ID if you're signed in, together with how many messages you sent and which offers were made. A keyed hash is a one-way code: we can't turn it back into the original, and merchants see only short anonymous tags. We use these records only to enforce limits such as one offer per shopper, and we delete them after 30 days.
Your IP address, which is used briefly for rate limits and abuse prevention.

Consent. If the store's cookie banner says analytics isn't allowed, the assistant still answers your questions but your conversation isn't saved, and the chat doesn't keep a browser identifier or campaign and visit information. Before a conversation is handed to the store's team, a shopper who isn't signed in is asked for an email address and has to tick a consent box.

What the AI model sees

To write each reply, we send the AI provider (see the list below):

the conversation so far, including any photos, and the store context listed above (page, cart, language, time zone);
whether you're signed in, and your first name if the store provides it, so the assistant can greet you;
the results of the lookups it makes: product information, the store's policies, the details of an order you've proven is yours, and, if personalization is on, the summary of your recent orders;
if you're signed in and confirmed by Shopify, the results of tools the merchant connected that work for signed-in shoppers, such as your subscriptions (Recharge), your support tickets (the store's helpdesk) or your marketing preferences (the store's email marketing tool);
the merchant's instructions, and the offers the merchant allows for this conversation (never the customer facts behind them).

Apart from what a connected tool returns for your own request, we don't send your email address, last name, customer ID or customer tags to the AI model. You'll still be asked for an order's email address when you look up an order, so it can be checked against the order. Neither we nor Dispatch AI's provider train AI models on conversations: Anthropic's commercial terms don't allow training on this data. When a merchant uses their own AI key, that provider's terms with the merchant apply.

Night Shift. If the merchant turns on Night Shift (it's off by default), Dispatch reviews the store's recent conversations on the merchant's schedule, usually nightly, to suggest improvements to the assistant. Each review sends an AI provider from the list below (the merchant's own key if it has one, otherwise Dispatch AI) a sample of conversation transcripts from the last 7 days, together with the store's assistant settings. Before transcripts are sent, email addresses, phone numbers and long numbers such as card or account numbers are removed, and each message is shortened. The results are suggestions and advice for the merchant; they aren't used to profile or contact individual shoppers.

How we use information

To run the assistant: answer questions, recommend products, add items to the cart, and look up an order for the person who owns it.
To personalize recommendations for signed-in shoppers, when the merchant turns this on.
To decide which discount offers a shopper may get, within the merchant's rules and limits, and to stop offers being abused.
To hand a conversation to the store's team when the shopper asks, by email or through the helpdesk or Slack workspace the merchant connected.
To show merchants their conversations, usage, and the sales the assistant helped with.
If the merchant turns on Night Shift, to review recent conversations and suggest improvements to the assistant's settings, and to record settings changes so they can be undone.
To bill merchants through Shopify, provide support, keep the service secure and prevent abuse, and meet our legal obligations.

We don't sell personal information, share it for cross-context behavioral advertising, or use it to advertise to anyone.

How long we keep it

Conversation transcripts, and the handoff records that go with them: 90 days after the last message.
Offer abuse-prevention records (keyed hashes, message counts, offer decisions): 30 days. Hashed IP addresses on issued offers: 2 days.
Cached order summaries and customer facts: up to 15 minutes.
Rate-limit and order-check attempt counters: about an hour.
Totals of orders placed after a chat: while the store uses Dispatch. They're deleted when Shopify asks us to delete that customer's data or the store's data.
Night Shift reports and suggestions: 90 days, like the conversations they cite.
Team access log and settings change history: 1 year.
Records of offers the assistant made (the conversation, the rule, the code, its status, and for a redeemed code the order number and total): while the store uses Dispatch, deleted with the store's data.
Records of privacy requests from Shopify (the customer ID, plus the email address for data requests), so the merchant can act on them: while the store uses Dispatch.
Merchant account data: until the store uninstalls Dispatch. Shopify then sends a shop deletion request 48 hours later, and we delete the store's data when it arrives.

Our hosting provider's point-in-time recovery may keep deleted records for up to 30 days before they're gone for good.

Security

All traffic is encrypted in transit (HTTPS). Access tokens, AI keys, connector credentials and cached shopper summaries are encrypted at rest with AES-GCM, on top of the storage encryption our hosting provider applies. Dashboard access is limited by role, and viewing conversations or looking up customers is recorded in an access log that store owners and admins can review. Our own access to production data is limited to the people who run Dispatch, and only to provide support or keep the service running.

Your rights and choices

Shoppers: to access or delete what a store holds about you, contact that store. Requests made through Shopify reach us automatically: we delete your conversations and related records, and we give the merchant a file of your data to send you.
Merchants can turn off personalization, offers and individual features in the dashboard. Uninstalling Dispatch deletes the store's data as described above.
You can also write to us at support@osroc.io. Depending on where you live (for example the EU, the UK or California), you may have rights to access, correct, delete or move your information, and to object to or restrict how it's used. We honor these rights, and we won't treat you differently for using them.

International transfers

Our service providers may process information in the United States and other countries. Where information leaves the EEA, the UK or Switzerland, we rely on the Standard Contractual Clauses (and the UK Addendum) or another lawful transfer mechanism.

Children

Dispatch is a tool for businesses and isn't directed to children. We don't knowingly collect children's information. If you think a child has given us information, contact us and we'll delete it.

Changes and contact

When we change this policy we'll post the new version here and update the effective date. We tell merchants about material changes by email or in the app before they take effect.

Questions or requests: support@osroc.io.