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 and accountability
For order and 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. OneUp is responsible for information it processes for its own website, security, support and business operations. Our Privacy Officer is accountable for this policy and our privacy practices.
3. Information we collect and its sources
- From Shopify and the merchant: Shopify shop identifiers, shop settings, merchant return policies, return addresses and routing rules; order and customer identifiers; customer name and email; destination country; order dates; line items, quantities, prices and currency; and fulfillment and refund status.
- From customers and merchants: return selections, reasons, notes, condition confirmations, uploaded evidence, carrier and tracking details, inspection decisions, internal merchant notes, return status and refund disposition.
- From use of the service: request time, route, request identifier, browser user agent and IP-derived security signals used for authentication, abuse prevention, rate limiting and diagnostics.
- Support information: messages and information supplied when a merchant or customer contacts us.
We do not request customer phone numbers, payment-card details or full customer street addresses from Shopify for OneUp Returns. Merchant return-address information is collected because it is needed to route approved returns.
4. Why we process 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.
Depending on the context and applicable law, processing is based on performing our agreement with a merchant, the merchant’s instructions and lawful basis, our legitimate interests in securing and operating the service, compliance with law, or consent where consent is required. OneUp does not use Shopify customer data for advertising, profiling or unrelated product marketing.
5. Shopify access and privacy requests
We request the Shopify read_orders and read_customers permissions because the service must match a customer to an order, determine item eligibility and maintain return status. We process Shopify’s mandatory customer data request, customer redaction and shop redaction webhooks. These requests are authenticated and handled through a tenant-isolated, idempotent workflow.
Uninstalling the application stops new Shopify data collection and removes the stored Shopify access credential. Shopify later sends the required shop-redaction request, which triggers redaction of shop and customer identifiers and deletion of stored evidence, subject to a documented legal retention exception.
6. Service providers and disclosures
We disclose information only as needed to operate OneUp Returns, follow merchant instructions, protect the service, complete a business transaction with appropriate protections, or comply with law. We do not sell personal information or share it for cross-context behavioural advertising.
- Shopify: app installation, authentication and commerce data.
- Render: application hosting and managed database infrastructure.
- Cloudflare: website delivery, custom-domain routing and private object storage.
- Resend: transactional return emails.
- Sentry: sanitized application error monitoring.
Providers may process limited information under their own contractual and security obligations. We may update this list when our infrastructure changes.
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 keep personal information only while it is needed for the purposes described in this policy, to follow merchant instructions, or to meet a legal requirement. Our current retention rules are:
- Merchant, order, customer and return records: retained while the app is installed and while needed to operate and document the merchant’s return workflow. Relevant personal identifiers are redacted when a verified customer-redaction or shop-redaction request is processed, unless retention is legally required.
- Shopify credentials: removed when the app is uninstalled.
- Customer evidence: retained with the applicable return case, then queued for private-object deletion when the corresponding customer or shop redaction is processed. Uncommitted uploads expire and are deleted automatically.
- Secure access links and rate-limit records: deleted after they expire or are revoked.
- Completed webhook, outbox and storage-deletion job records: normally removed 30 days after completion. Failed records may be held long enough to investigate and safely resolve the failure.
- Support and legal records: retained only as long as needed to handle the request, establish or defend legal claims, or meet a legal obligation.
Where provider backups exist, residual copies may remain until the provider’s normal backup rotation completes. They are not restored to active use except for disaster recovery. We periodically review these rules and securely delete or irreversibly anonymize information that is no longer required.
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. Cookies and tracking
This marketing website does not use advertising cookies or behavioural analytics. The OneUp Returns application uses strictly necessary cookies and secure access tokens to maintain authenticated Shopify sessions and customer return access. These are not used for advertising.
12. Automated processing
The service applies merchant-configured rules to calculate return eligibility and available item quantities. Merchants manually review return requests and remain responsible for approval, inspection and refund decisions. OneUp does not make decisions based on sensitive profiling.
13. 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.
14. 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.
15. Contact us
Questions, requests or complaints may be sent to the Privacy Officer at admin@agenceoneup.com. OneUp Returns is operated by Agence OneUp in Montréal, Québec, Canada. If we cannot resolve a concern, you may have the right to contact the privacy regulator in your jurisdiction.