Privacy Policy

Green13 Returns & Exchanges — a Shopify app by Green13 srl. Last updated: 1 October 2026.

The app stores only what a merchant needs to handle a return or exchange request. It does not sell, share or use personal data for advertising, profiling or any other purpose.

Who is responsible

The merchant who installs the app is the data controller for their customers' data. Green13 srl processes that data on the merchant's behalf, only to provide the app, as a data processor, under our Data Processing Addendum (Article 28 GDPR), which applies to every merchant who installs the app. Contact: info@green13.agency.

What the app does

Green13 Returns & Exchanges adds a self-service page to a Shopify store where customers can ask to return an item or exchange it for another variant. The merchant reviews each request in the Shopify admin; approved requests become native Shopify returns.

Customer data the app processes

Email address	Typed by the customer and compared with the order's email, to prove the order is theirs. Stored with the request so the merchant can identify it.
Order number	Used to find the order. Stored with the request.
Country	Only the country code of the order's shipping address (or of the billing address, when the order has no shipping address) is read from Shopify, to apply the merchant's rules for that country. It is stored with the request as a two-letter code. The app never reads the customer's name, phone number, street, city or postal code.
Order items	Product title, variant, SKU, quantity and price of the items the customer selects, plus the variant chosen for an exchange. Stored with the request.
Reason for the return	The reason the customer picks from a list, and any note they choose to write. Stored with the request.
IP address	Used to limit repeated failed look-ups (protection against guessing order numbers). The IP address itself is never stored: the app keeps only a keyed pseudonym (a one-way code that cannot be turned back into the address), enough to count attempts. Look-up attempts are deleted after 24 hours; the pseudonym saved with a request is erased after 90 days.
Failed look-ups	To protect orders from repeated guessing, when a look-up fails the app keeps a keyed one-way code of the email address and of the order number that were typed (never the email address or the order number themselves), only to count failed attempts. These codes are kept for 24 hours at most.
Request history	Status changes and the staff actions taken on the request (approved, refunded…), so the merchant can answer disputes.

The app does not collect payment details, passwords, phone numbers, dates of birth or any special category of data. It does not use cookies, analytics or tracking of any kind.

Where it is stored and who can see it

Storage	A database on the app's server, hosted by Aruba S.p.A. in Italy (European Union).
Encryption	Customers' email addresses and the notes written in a request are encrypted in the database (AES-256-GCM) with a key held only in the production environment; searches use keyed one-way codes, not the email itself. All traffic to and from the app uses HTTPS.
Backups	Nightly database backups, encrypted before they leave the server. They are kept for 14 days on the app's server and an encrypted copy for 90 days on Green13's own server in Italy.
Who can see it	The merchant's staff, from the app inside their Shopify admin. Green13 accesses it only when needed to fix a problem.
Shared with third parties	No. Data is exchanged only with Shopify, through Shopify's own APIs, to create and process the return. The hosting provider (Aruba S.p.A., Italy) is the only sub-processor.
Sold or used for advertising	Never.

How long it is kept

Open requests, with their items, notes and history: for as long as the app is installed.
Closed requests (declined, refunded, completed or cancelled) are anonymised 12 months after closing: the email, all notes, the IP pseudonym, the return label link and the tracking details are erased. The order number, items, amounts, status, country code, dates and history are kept, so the merchant keeps a record of returns and refunds.
When the merchant uninstalls the app, all of that store's data is deleted within 48 hours (Shopify's shop/redact request).
When a customer asks the store to be forgotten, their requests are deleted as soon as Shopify forwards the request (customers/redact).
IP pseudonyms: 24 hours for look-up attempts, 90 days on a request.
Backups roll over: deleted data disappears from them within 90 days at most.

Customers' rights

Customers exercise their rights (access, correction, erasure) by contacting the store they bought from. When the merchant or Shopify sends a data request, the app compiles every record it holds for that customer; erasure requests are carried out automatically.

Merchant data

The app also keeps the store's settings (return rules, return address) and the authentication session Shopify requires to keep the app installed. Both are deleted when the store's data is deleted after uninstalling.

Changes to this policy

If the app starts to process new data, this page will be updated before that change is released, and the date above will change.

Contact

Green13 srl — Via della Resistenza 129/c, 20090 Buccinasco (MI), Italy
VAT IT14697160969 — REA MI 2801512 — info@green13.agency