ItGo Withdrawal Form

Privacy Policy

Last updated 22 October 2026

Contents

Introduction

This policy explains how ItGo ("we", "us") handles personal data in the ItGo Withdrawal Form app ("the app"). The app adds an EU withdrawal button to a Shopify storefront and gives merchants a place in the Shopify admin to review and manage withdrawal requests. It is written for merchants who install the app and for the customers who submit a request through it.

Who is responsible for the data

  • For your merchant account, app settings and support conversations, ItGo is the data controller. We decide what is collected and why.
  • For withdrawal requests submitted by your customers, you, the merchant, are the controller and ItGo is the processor. We handle that data only to run the app for you and on your instructions.

If you are a customer, please contact the store you bought from — it is responsible for your request and can ask us to act on it.

Data we process

Merchant account and settings

  • Your store's myshopify domain, and the store owner's name and email address.
  • The Shopify access token and session data that let the app act in your admin. These are stored in our database and are never placed in the storefront.
  • The settings you save in the app: the withdrawal button's appearance and texts, your email templates, and whether orders are tagged.
  • Support conversations: if you use the chat in the app, your name and email address are shared with Crisp so the conversation can be identified.

Customer withdrawal requests

When a customer submits the withdrawal form, we process the following on your behalf:

  • The order name and order ID, and the product names, variants and quantities in the withdrawn items.
  • The customer's name and email address.
  • Anything the customer writes in the form, such as a reason or a comment.
  • Internal notes your team adds, and a history of status changes and emails sent.
  • When order tagging is enabled, the app adds a "withdrawal" tag to the order in Shopify.

Before a request is recorded, the order and the email address are checked against Shopify so that a request cannot be filed for an order the customer does not own.

Technical and diagnostic data

  • Error reports sent to Sentry, such as the page, browser and stack trace of a failure. Session replay masks all text and blocks media, and worker error reports do not include job payloads or local variables.
  • Cached values in Redis, which are derived from the data above and held only briefly.

We do not collect payment details. The app has no Google integration and does not access Google user data. We do not use personal data for advertising, profiling, reselling, or training AI or machine-learning models.

How we use it

  • Provide the withdrawal button and form on your storefront.
  • Verify that the order and email address match before recording a request.
  • Store, display and update requests in your Shopify admin.
  • Send transactional email: an acknowledgement to the customer, status updates when you trigger them, and a notice to you when a request arrives. Email is delivered through Amazon SES, and a confirmation is recorded only after SES accepts the message.
  • Tag orders when you leave order tagging enabled.
  • Answer support questions, diagnose errors and keep the service secure.
  • Meet legal obligations and enforce our terms.

Legal bases

  • Contract — providing the app you installed and the features you use.
  • Legitimate interests — keeping the service secure, preventing abuse and diagnosing failures.
  • Legal obligation — keeping records where the law requires it.
  • Consent — where we ask for it. You can withdraw consent at any time.

For customer withdrawal data, the merchant sets the legal basis; we process that data only on the merchant's instructions.

Who we share it with

We share personal data only with the providers needed to run the app:

  • Shopify — to read orders and write order tags through the Admin API. Shopify also processes data under its own terms.
  • Amazon Web Services — email delivery through SES.
  • Crisp — the support chat shown in the admin, when it is enabled.
  • Sentry — error monitoring and diagnostics.
  • Our infrastructure providers — database, cache and queue hosting, under contracts that limit them to processing the data on our behalf.

We do not sell or rent personal data, and we do not share it with advertisers or data brokers. We may disclose data where required by law or to protect our rights. Some providers may process data outside the European Economic Area; where they do, we rely on appropriate safeguards such as the European Commission's standard contractual clauses.

Retention

  • Your merchant account and app settings are kept while the app is installed.
  • Withdrawal requests and their history are kept while the app is installed and afterwards until you ask us to delete them or a shop redaction request removes them, because they may be needed to resolve a dispute or to meet a legal obligation.
  • When you uninstall the app, Shopify notifies us and we delete the stored session and access token. Shopify then sends us a shop redaction request, and we delete the store's remaining data — settings and withdrawal records — when we receive it.
  • When a customer asks Shopify to access or delete their data, Shopify forwards the request to us. We provide the data to the merchant, or delete the customer's personal data, as the request requires.
  • Support chat and error monitoring data are kept for a limited period configured with those providers.
  • Copies of deleted data may remain in backups for a limited period before the backups rotate.

Your rights

Where the GDPR or similar law applies, you can ask to access, correct, delete or receive a copy of your personal data, and you can object to or ask us to restrict certain processing. You can also withdraw consent where processing relies on it, and you can lodge a complaint with your supervisory authority.

  • Merchants can make a request by emailing support@itgo.app. We respond within 30 days, or within the period the law allows.
  • Customers should contact the store they bought from. The merchant can then ask us to provide or delete the data.

Deleting your data

Email support@itgo.app from the address associated with your store and tell us what you want removed. Deleting a withdrawal request also removes its items, internal notes and activity history. Deleting your settings removes your store's row from the app database. We may need to keep certain records where the law requires it, and we will tell you if that applies.

Shopify also forwards customer requests to us automatically. When a customer asks the store to access or delete their data, Shopify sends us a compliance request; we return the customer's data to the merchant for an access request, and delete the customer's personal data for a deletion request, within the period Shopify allows. A shop redaction request sent after uninstall removes the store's remaining settings and withdrawal records.

Security

  • Data in transit is protected with TLS.
  • Shopify access tokens and session data are stored server-side and are never exposed to the storefront.
  • Access to production systems is limited, and secrets are kept in environment configuration rather than in the repository.
  • Error monitoring is configured not to capture job payloads or local variables, and session replay masks text and media.

No service is completely secure. If you believe data has been exposed, please contact us so we can investigate.

Changes

If we change how we handle personal data, we will update this page and change the date at the top. Where a change materially affects you, we will take reasonable steps to let you know. Continued use of the app after a change means you accept the updated policy.

Contact

Questions about this policy or about your personal data can be sent to support@itgo.app.