Privacy Policy

Invox is a customer-support and analytics tool for Shopify merchants. It connects to a merchant's Shopify store and email inbox to help the merchant respond to customer inquiries (including AI-assisted draft replies), and it can optionally connect to the merchant's Facebook/Meta advertising account to report ad performance and calculate the store's real profit. This policy explains what data we process, why, and how we protect it.

Who we are

Invox ("we", "us") is operated as a software service accessible at invoxreply.com. For privacy questions, contact us at support@invoxreply.com.

Data we process

When a merchant connects their store and inbox, we process:

• Shopify order data — order numbers, status, fulfillment and shipping details, line items, and the associated customer's name, email address, and shipping/billing address. Used to give the merchant context when answering support requests.
• Email messages from the merchant's connected support inbox — subject, sender, and message content — so the merchant can read and reply to them inside Invox.
• Facebook/Meta advertising data — when a merchant connects their Facebook account via Facebook Login, we read (read-only, ads_read) their ad account insights: spend, impressions, clicks, and campaign/creative performance. This is used solely to show the merchant their ad results and profit. We never create, edit, or manage ads, and we never access accounts the merchant did not authorize.
• Merchant account data — the account name, email, and hashed password used to sign in to Invox, plus team member accounts the merchant creates.
• Billing data — subscription plan and usage counters. Payments are processed by Stripe; we never see or store full card numbers.

We only request the minimum permissions needed for this purpose — read access to Shopify orders/products/customers, and read-only access to Meta ad insights.

How we use data

• To display order and customer context next to each support conversation.
• To generate and translate draft replies that the merchant reviews before sending.
• To operate, secure, and maintain the service.

We do not sell personal data, and we do not use it for advertising or any purpose beyond providing customer support to the merchant.

Service providers (subprocessors)

• Shopify — source of the order and customer data, accessed via the merchant's authorization.
• Meta (Facebook) — source of the advertising performance data, read via the merchant's Facebook authorization when they connect their ad account.
• Anthropic (Claude AI) — message and order context needed to draft or translate a reply is sent to Anthropic's API to generate the suggested text. Anthropic does not use this data to train its models.
• Stripe — payment processing for paid plans. Card details are entered on and stored by Stripe, never by Invox.
• Hosting — the service runs on a secured private server.

How we protect data

• Store credentials and access tokens are encrypted at rest (AES-256-GCM).
• Access requires authentication, and data is isolated per merchant workspace.
• Traffic is served over HTTPS.

Data retention & deletion

We retain data only while the merchant's account is active. Disconnecting an integration removes its stored access tokens, and uninstalling immediately revokes our access. When a merchant disconnects Shopify, disconnects their Facebook/Meta account, or stops using Invox, the related credentials and synced data are deleted.

How to delete your data: to request deletion of your data — including data obtained through Shopify or through Facebook/Meta — email support@invoxreply.com from the address associated with your account, or disconnect the integration inside Invox's Settings. We process verified deletion requests promptly.

Your rights

Merchants and their customers may request access to, correction of, or deletion of their personal data by contacting us at support@invoxreply.com. Merchants can also export all of their workspace data directly from Invox's Settings (LGPD/GDPR export). We respond to verified requests within a reasonable timeframe.

Changes

We may update this policy from time to time. Material changes will be reflected by the "Last updated" date above.