Privacy policy
Payment Failed Recovery Abakira notices when a buyer’s payment fails at a merchant’s checkout and sends that buyer one service email, a few minutes later, with a link back to their checkout. It never sends marketing.
What we access, and why
- Customer events (web pixel) — on the checkout only, to see that a payment failed. The pixel sends us the checkout token, the checkout language, the total and its currency. It does not send us the buyer’s name, email, phone, address, cart contents or card details. The pixel only runs when the buyer’s privacy choices allow analytics.
- Orders — to read the abandoned checkout that Shopify keeps after a failed payment (its recovery link, its total and the items in it, which the email shows the buyer), and to check whether the buyer has paid since, so we never write to someone who already ordered.
- Customers — to read the email address of the buyer on that abandoned checkout, at the moment we send the email.
What we store
About the merchant: the shop owner contact email and the language of the Shopify admin (for essential service communication and to show the app in the right language), the store name and the store’s customer contact email (used as the sender name and the reply-to address of the buyer email). The owner email is not a marketing opt-in. If the merchant turns on failed payment alerts, we also use it to send those alerts; they contain the amount, the time and a link to the checkout in the Shopify admin, never the buyer’s contact details. The merchant can also set a logo (a file hosted by Shopify) and a button color for the email.
About each failed payment: the checkout token, the checkout language, the total and currency, the number of failed attempts, the status of our email (waiting, sent, not sent and why), the Shopify customer identifier and, if the buyer later orders, the order identifier, total and currency.
We do not store the buyer’s email address or cart. We read them from Shopify when we send, hand them to our email provider for that one message, and keep nothing else. We never store names, phone numbers, addresses, cart contents or payment details.
The email to buyers
- One email per checkout, never more.
- Only for a failed payment, and never if the buyer has completed an order on that checkout.
- No discount, no product suggestions, no tracking pixel. It shows the items already in the buyer’s checkout, and its only link is that checkout. Images come only from Shopify’s own file servers.
- Sent under the store’s name; replies go to the store, not to us.
Who else sees this data
We use Vercel to run the app and Neon to store it. Buyer emails are delivered by Resend (Resend, Inc., United States), which receives, for each message, the buyer’s email address, the store name and the message itself. The support chat inside the merchant admin is Crisp (Crisp IM SAS, Nantes, France); it is loaded only in the Shopify admin, never on a storefront or checkout, and sees only what a merchant chooses to write to us.
What we never do
- We do not sell or share merchant or buyer data.
- We do not use buyer data for advertising, profiling or marketing.
- We do not track buyers across stores.
How long we keep it
- Failed payment records are deleted after 90 days.
- Anonymous app events (no buyer data) are deleted after 400 days.
- When Shopify asks us to erase a buyer, we delete every failed payment record linked to that buyer or to their orders.
- Everything is deleted when the shop is redacted (see below).
How it is protected
Data is encrypted in transit (HTTPS/TLS everywhere, including between the app and its database) and at rest by our database provider. Access is limited to what is needed to run the app.
Deletion
When a merchant uninstalls the app, no further email is sent and we clear the merchant contact email and admin language. Shopify sends us a shop redaction request 48 hours later, and we delete every record we hold for that shop. Merchants can also ask us to delete their data at any time.
Our agreement with merchants
We act as a data processor on behalf of the merchant, who remains the controller of their store’s data. We process only the data listed above, only for the purposes listed above, only for as long as stated above, and never for our own ends. If we ever need to process anything else, this page changes first, in the same commit as the code.
Contact
Payment Failed Recovery Abakira is built by Abakira. Our other Shopify apps, and how we work, are at abakira.com. See also the terms of service.