If you are a customer
For information about a purchase, return decision or refund, contact the Shopify merchant where you placed the order. The merchant controls those business records and can identify your return.
You may also contact the OneUp Privacy Officer at admin@agenceoneup.com. Include the merchant’s store name, your order or return reference if available, and the right you want to exercise. Do not email payment information, passwords, secure-link tokens or unnecessary identity documents.
If you are a merchant
Contact us from an email address associated with your business and include your Shopify shop domain. We can assist with account information, application data, exports, retention questions and deletion following uninstall.
Verification and response
We verify requests in a way appropriate to their sensitivity and disclose information only after verification. We may coordinate with the relevant merchant or request limited additional information. We normally respond within 30 days or within the shorter period required by applicable law. If we need more time or a legal exception applies, we will explain why where the law permits.
Shopify privacy requests
OneUp Returns receives Shopify’s mandatory customer data request, customer redaction and shop redaction webhooks. Valid requests are HMAC-authenticated, recorded idempotently and processed through our tenant-isolated privacy workflow. Customer redaction removes direct identifiers, revokes access links, removes notification content and queues customer evidence for deletion. Shop redaction also removes Shopify credentials and redacts the shop identity.
What we can provide
A verified data-access response may include the customer record held for the merchant, associated order references and dates, and return case references, status and dates. We do not provide another customer’s information, merchant-only internal notes, credentials or security-sensitive data.
Security reports
If you believe you found a security issue, email admin@agenceoneup.com with a concise description. Do not access, alter or disclose customer information while investigating.