Privacy policy

OrderResolve · Last updated 16 October 2026

OrderResolve is a Shopify app that helps merchants handle customer support cases and withdrawal requests. This page describes what we store when a merchant installs the app, and when a customer uses the merchant’s OrderResolve forms.

This is a factual description of the product. It is not legal advice. Merchants remain responsible for their own store privacy policy and for how they use customer information.

Who we are

The app is operated as OrderResolve. Contact: rshandelservice@hotmail.com.

Information we store

Merchant and shop

• Shopify shop domain and session needed to keep the app installed
• Staff name, email and locale when Shopify provides an online session
• Shop settings such as language, sender name, notification address and storefront form branding
• Shopify subscription status and monthly case counts

Customer cases and withdrawals

Customers submit this information on the merchant’s store. We store it so the merchant can handle the request:

• Name (withdrawal requests), email, order number and language
• Issue type, description and up to five optional photos on ordinary enquiries (not on withdrawal)
• Messages between the merchant and the customer
• Internal merchant notes (not shown to the customer)
• Withdrawal details such as order and received dates, store name and address snapshot, items, and the submitted declaration text
• Copies of withdrawal acknowledgement emails we send

When a form is submitted we may look up the order in Shopify to check that the order number and email match.

How we use the information

• To run the app for the installing merchant
• To show cases in the merchant admin
• To send email when the merchant turns on notifications or customer confirmations
• To send a withdrawal acknowledgement to the customer after a withdrawal request is accepted
• To let a customer look up case status if the merchant enables that option

We do not sell this information.

Processors

We use these services to operate the app:

• Shopify — authentication, orders and app hosting in the merchant admin
• Render — application hosting and database
• Resend — sending email
• Cloudinary — storing photos customers attach to a case

Retention and deletion

Merchants can delete individual cases in the app. Deleting a case may leave a linked withdrawal record, because the declaration is kept as a submitted statement.

If a merchant uninstalls the app, we remove the Shopify session for that shop. Other records may remain until we delete them on request.

To ask us to delete shop or customer records we hold, email rshandelservice@hotmail.com from an address associated with the shop.

Cookies

The merchant admin uses Shopify session cookies to keep staff signed in. Customer forms on the merchant’s store do not use advertising cookies.

Changes

If this policy changes in a material way, we will update this page and the date above.