1. About this policy
OneUp Returns is operated by Agence OneUp (“OneUp,” “we,” “us,” or “our”). This policy explains how we handle personal information when merchants install and use the OneUp Returns Shopify application, when customers use a merchant’s return portal, and when visitors use this website.
2. Our role
For return information processed for a Shopify merchant, the merchant generally determines why and how the information is used, and OneUp acts as its service provider. Customers should contact the merchant first about a specific order, return decision or refund. We remain responsible for our own website, account, security and support data.
3. Information we process
- Merchant information: Shopify shop domain, shop identity, settings, return policies, return addresses, routing rules and authorized user information.
- Order and customer information: order identifiers, customer name and contact details, shipping destination country, order dates, line items, quantities, prices, currency, fulfillment and refund information.
- Return information: selected items, reasons, notes, condition confirmations, uploaded evidence, tracking details, inspection outcomes, return status and refund disposition.
- Technical information: security logs, request metadata, device and browser information, IP-derived security signals and service diagnostics.
- Support information: messages and information supplied when a merchant or customer contacts us.
4. How we use information
We use information to provide and secure the service; verify order access; determine return eligibility using merchant settings; create and manage return cases; route returns; send transactional notifications; support tracking, inspection and refunds; respond to support and privacy requests; prevent abuse; diagnose errors; comply with legal obligations; and improve reliability.
5. Shopify data
We request only the Shopify permissions needed to provide the service. Shopify data is not sold or used for unrelated advertising. We process mandatory Shopify privacy webhooks, including customer data requests, customer redaction and shop redaction. Uninstalling the application stops new Shopify data collection and initiates retention and deletion workflows according to applicable obligations.
6. Service providers
We use carefully selected providers to operate the service, including hosting and database infrastructure, object storage, transactional email, error monitoring and Shopify. These providers process information only to provide their contracted services and are subject to applicable safeguards.
7. International processing
Information may be processed in Canada, the United States or other locations where our service providers operate. Where required, we use contractual and technical safeguards for cross-border processing.
8. Retention and deletion
We retain information only for as long as needed to provide the service, maintain security and audit records, resolve disputes, meet merchant instructions and satisfy legal obligations. Retention periods vary by data type. Information scheduled for deletion may remain temporarily in encrypted backups until those backups expire.
9. Security
We use administrative, technical and organizational safeguards appropriate to the information processed, including encrypted transport, restricted access, tenant isolation, credential encryption, signed access links, webhook verification, monitoring and rate limiting. No method of transmission or storage is completely secure.
10. Your choices and rights
Depending on where you live, you may have rights to access, correct, delete, restrict or receive a copy of personal information, or to object to certain processing. To make a request, review our privacy request page. We may need to verify your identity and coordinate with the relevant merchant.
11. Children
OneUp Returns is a business service and is not directed to children. We do not knowingly collect personal information directly from children outside information a merchant lawfully processes in connection with an order.
12. Changes
We may update this policy as the service or legal requirements change. We will post the updated policy here and revise the effective date. Material changes may also be communicated to affected merchants.
13. Contact us
Questions or concerns may be sent to admin@agenceoneup.com. OneUp Returns is operated by Agence OneUp in Montréal, Québec, Canada.