Privacy notice

Who is responsible

Fleeta Limited operates ResolvePilot. For Shopify order, customer, return, refund and dispute data, the installing merchant is the controller and Fleeta Limited acts as its processor. Fleeta Limited is an independent controller for Partner account, billing, security and support records needed to operate the service.

Data we process

• Shop identity, authorised staff session and app configuration.
• The minimum relevant order, line item, fulfilment, tracking, refund, return and Shopify Payments dispute fields.
• Customer name, email and delivery address only when a case needs contact, delivery evidence or a return label. ResolvePilot does not request customer phone access and does not store card numbers.
• Case messages, uploaded evidence, policy snapshots, provider delivery events and security audit records.
• AI request metadata, model and prompt version, token usage and grounded outputs. API requests use store: false.
• A keyed one-way digest of the shop domain and aggregate lifetime Free-case count. This anti-abuse billing record contains no customer, order, case or message data.

Why we process it

We use the data only to install and secure the app, connect a case to the correct Shopify order, support customer communication, prepare evidence, run merchant-authorised return or refund workflows, enforce billing limits, answer privacy requests and prevent abuse. We do not sell customer data, use it for advertising or build unrelated profiles.

Retention and deletion

The default case and evidence retention period is 180 days and can be shortened by the merchant. Evidence objects follow that merchant retention period; each signed download link expires after 15 minutes and privacy-export downloads expire after a short access window, one hour by default. Verified Shopify customer-redaction and shop-redaction webhooks delete or irreversibly de-identify the scoped records. Before deletion, ResolvePilot records only keyed hashes and opaque deletion locators in a separate authenticated, write-once journal retained for 45 days so a disaster-recovery restore cannot revive erased data. Encrypted backups are retained for 14 days and then removed. The pseudonymous Free-case counter is retained separately while ResolvePilot offers a lifetime allowance so uninstall, retention or redaction cannot reset it; it is deleted within 90 days after that allowance is permanently withdrawn.

AI and human review

ResolvePilot uses AI to classify, find missing evidence, draft messages and explain recommendations. Customer text is treated as untrusted input. The service does not permit the model to issue refunds, submit evidence or make a legally significant decision. Deterministic policy checks and merchant approval control those actions.

Sharing and international processing

Data is disclosed only to the merchant, Shopify and the listed subprocessors needed to provide the service. Current subprocessors and processing locations are published on the subprocessors page. Contractual and technical safeguards apply to transfers.

Your choices

Customers should normally contact the merchant that controls their order data. Merchants and customers may also contact support@resolvepilot.fleeta.co.uk for access, correction, deletion, restriction or objection requests. We verify and route each request to the responsible merchant where required.