SupportPrep AI Privacy Policy

What SupportPrep AI does

SupportPrep AI helps merchants prepare customer support draft replies from manually created tickets and inbound webhooks. Drafts are shown to the merchant for review. The app does not automatically send replies, issue refunds, cancel orders, or edit orders.

Data we process

Depending on how a merchant uses the app, we may process:

• Shop and app installation records.
• Merchant settings, policy text, and webhook configuration.
• Support tickets and ticket messages entered by the merchant or received through an inbound webhook.
• Customer identifiers provided with a ticket, such as email, customer ID, or order number.
• Limited order, fulfillment, and refund context needed to prepare a support draft.
• Privacy request records used to track data access, redaction, and shop deletion requests.

How we use data

We use the data only to provide and operate the app, including to:

• Match a support ticket to relevant order context.
• Prepare a merchant-reviewed support reply draft.
• Apply merchant-provided policies to the draft.
• Flag identity mismatches or support safety risks.
• Provide privacy exports, redaction, and uninstall handling.
• Maintain operational logs needed to keep the app reliable.

AI and data minimization

When AI draft generation is enabled, SupportPrep AI minimizes the information sent for drafting. The app redacts ticket content before prompt construction and avoids sending unnecessary direct identifiers, authentication secrets, access tokens, full raw webhook payloads, or internal job error details. If the requester identity does not match the available order context, the app withholds order details from the draft prompt and asks the merchant to verify the customer first.

Sharing and service providers

We do not sell personal data. We use service providers only as needed to run the app, such as hosting, database, email or webhook infrastructure, Shopify APIs, and an AI provider when the merchant has configured AI draft generation.

Security, retention, and deletion

The app is designed to store only the data needed for support draft preparation and operational records. Sensitive tokens and secrets are not included in privacy exports. Webhook data is sanitized before storage where possible. When Shopify sends customer redaction, data request, shop redaction, or uninstall webhooks, SupportPrep AI processes those requests through its privacy workflows.

Merchant controls

Merchants can review tickets, delete or update policies, and use the Privacy Requests page in the app to view customer data request records, download the app's JSON export, and mark requests as completed.

Contact

For privacy questions or requests about SupportPrep AI, contact us at LunaMunson7674@hotmail.com.