Privacy policy

Who we are

VizChat is a live chat app for Shopify stores, built and operated by Solutioners ("we", "us"). This policy explains what information VizChat processes, why, where it is stored and how it is deleted. If you have a question, email us at info@solutioners.com.pk.

Our role

When a store installs VizChat, the store (the merchant) decides how the chat is used and is responsible for its shoppers' information: the store is the controller. We process shopper information only on the store's behalf and only to provide VizChat: we are a processor. Our data processing terms are part of our terms of service.

Information we process

From shoppers who use the chat

• The name and phone number they enter to start a chat, and an email address if the store's team adds one.
• Their messages, photos and voice notes.
• Technical details sent with the chat: IP address, browser (user agent), the page of the store they chat from, and the time of each message.

From stores and their teams

• The store's Shopify address (your-store.myshopify.com) and store name.
• The access tokens Shopify issues so VizChat can work with the store, and the store's trial and subscription status.
• Team accounts: username, display name, role and team. Passwords are stored only as salted scrypt hashes.
• Widget settings and quick replies, and, if a team member turns on notifications, the browser address used to deliver them.

From Shopify

With the permissions the store approves when installing, VizChat can read the store's theme (to check that the chat is switched on), read and update orders, and read customers. We use this access only for VizChat features the store uses. VizChat does not copy the store's order or customer records into its own database.

Server logs

Our web server keeps technical logs (IP address, requested address, time and browser) for up to 14 days to keep VizChat secure and to fix problems.

How we use it

• To run the chat: deliver messages, photos and voice notes between shoppers and the store's team in real time.
• To show conversations in the store's inbox, with alerts for new messages.
• To apply the store's chat settings on its storefront.
• To manage the free trial and subscription through Shopify's billing.
• To keep VizChat secure, prevent abuse and fix problems.
• To answer support requests.

We do not sell personal information, use it for advertising, build profiles of shoppers or use it to train AI models.

Where it is stored and who we share it with

VizChat runs on our own servers, hosted by Contabo GmbH in France (European Union). Photos and voice notes are stored on the same servers. We share information only with these providers, and only as far as needed to run VizChat:

We may also disclose information when the law requires it. Our team may connect to the servers from outside the European Union to maintain and support VizChat; that access is protected as described below.

How we protect it

• Every connection to VizChat, including the live chat connection, is encrypted with HTTPS (TLS).
• Each store's data is kept separate. A store's team can only see that store's conversations.
• Team passwords are stored as salted scrypt hashes, never as plain text.
• Requests from Shopify are verified: webhooks are signed and checked, and the app inside Shopify admin uses Shopify session tokens.
• Uploaded photos and voice notes can only be opened as images or audio, never run as web pages.
• Access to the servers is limited to the Solutioners team members who operate VizChat.

How long we keep it

• Conversations, photos and voice notes stay until the store deletes them from its inbox, a deletion request removes them, or the store uninstalls VizChat.
• When a store uninstalls VizChat, the chat stops and we delete its Shopify access tokens right away. About 48 hours later Shopify asks us to erase the store's data, and we delete all of its conversations, files, team accounts and settings.
• We keep a one-way hash of the store's address with its trial start date, so the free trial is not repeated after reinstalling.
• Server logs are deleted after 14 days.

Data requests and deletion

VizChat supports Shopify's privacy requests:

• Customer data request: the store can see all of a shopper's conversations in its VizChat inbox and share them with the shopper. We help the store if asked.
• Customer erasure: when Shopify sends us an erasure request for a shopper, we delete every conversation that matches their email address or phone number, including photos and voice notes.
• Store erasure: after a store uninstalls VizChat, we delete all of its data as described above.

A store's admins can also delete any conversation from the inbox at any time.

Cookies and browser storage

This website does not use cookies, analytics or ads. The chat widget saves a chat ID in the shopper's browser (local storage) so the conversation continues from page to page; it is not used for tracking. Team members who sign in outside Shopify admin stay signed in through their browser's storage.

Your rights

Depending on where you live, for example under the GDPR or the CCPA, you can ask to access, correct or delete your personal information, or object to how it is used.

• Shoppers: please contact the store you chatted with first, because the store controls its chat data. We will help the store respond.
• Stores and team members: email us at info@solutioners.com.pk.

We reply to privacy requests within 30 days. VizChat is a tool for businesses and is not directed at children.

Changes to this policy

When our practices change, we update this page and the date at the top. We tell stores about important changes in the VizChat app.

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