Privacy Policy
Vantly Returns · Last updated September 30, 2026
Vantly Returns ("Vantly", "we", "us") is a Shopify app that lets merchants offer returns, exchanges, store credit, and package protection to their customers. This policy explains what information the app handles, why, who it is shared with, and how long it is kept.
Who this policy covers
Merchants who install Vantly Returns on their Shopify store, and their customers, who use a store's return portal or see its package protection option. For customer information, the merchant decides how it is used and Vantly processes it on the merchant's behalf.
What we collect and why
| Information | Why we need it |
|---|---|
| Store name, domain, and the access token Shopify issues when the app is installed | To run the app for that store |
| Names and email addresses of staff who use the app, and the roles the merchant gives them | To control who can do what, and to record who took each action |
| Order number, items, prices, and discounts | To check what can be returned and to calculate refunds, credit, and exchanges |
| Customer name, email address, and shipping address | To confirm who is returning, send updates about the return, and create return shipping labels |
| Return reasons, whether an item was opened, notes, and photos the customer uploads | So the merchant can review the return |
| Staff notes and actions on a return | To keep a history of each return |
| API keys the merchant connects (for example ShipStation, EasyPost, Katana, or Klaviyo) | To use those services on the merchant's behalf. They are stored encrypted. |
We do not collect or store payment card details. Refunds, store credit, and invoices are handled by Shopify.
On the storefront: the package protection option remembers whether the shopper turned it on or off, using the shopper's own browser storage. It is not sent to us and is not used for tracking.
How we use it
Only to provide the returns service to the merchant: looking up orders, processing returns, refunds, store credit, and exchanges, creating shipping labels, restocking inventory, sending return emails, and showing the merchant reports about their returns. We do not sell personal information, use it for advertising, or build profiles of shoppers.
Who we share it with
Each service below receives only what it needs for its task.
- Shopify: returns, refunds, store credit, draft orders, and uploaded files are created in the merchant's own Shopify store.
- Email delivery (Resend): the customer's email address and the content of return emails, to deliver them.
- Shipping services, only when the merchant connects them (ShipStation, EasyPost, or a carrier such as UPS): names and addresses needed to create a return label.
- Katana, only when the merchant connects it: product SKUs and quantities, to restock returned items. No customer information is sent.
- Klaviyo, only when the merchant connects it: the customer's name and email address and details of the return, sent to the merchant's own Klaviyo account so the merchant can send emails.
- Hosting provider: stores the app's database, encrypted at rest.
How long we keep it
- Return records are deleted automatically 24 months after the return is closed.
- When a merchant uninstalls Vantly, Shopify sends us a deletion request and we delete all of that store's data.
- When a customer asks a merchant to delete their data, Shopify tells us and we delete that customer's return records.
- Photos customers upload are stored in the merchant's own Shopify files, which the merchant controls.
Security
All connections use HTTPS. The database and its backups are encrypted at rest, and connected API keys are encrypted with a separate key. Access to production data is limited to people who need it to run the service.
Your rights
Customers can ask the store they bought from to access, correct, or delete their information. The store passes the request to us through Shopify, and we act on it. Merchants can contact us directly for access to or deletion of their data.
Changes to this policy
If we make meaningful changes, we will update the date at the top of this page and, where appropriate, let merchants know in the app.
Contact
Questions or requests: privacy@vantlyapps.com