Support Agent privacy policy

Last updated: 19 October 2026

Pleroma Support Agent is the chat assistant on this shop's website and a Shopify app made by Pleroma Commerce (Maciej Grochala Pleroma Commerce, Tax ID (NIP) 9562208644, Toruń, Poland). This policy explains what the assistant does with information when you use the chat, and, for shops that install the app, what we process on their behalf.

Who is responsible

For conversations on a shop's website, the shop is the controller of your personal data and Pleroma Commerce processes it on the shop's behalf. On pleromacommerce.com and pleromacommerce.pl, Pleroma Commerce is both. Contact: matt@pleromacommerce.com.

What we collect

The messages you write in the chat and the assistant's answers.
The language of the conversation and the time of each message.
Your email address, only if you give it so that a person can reply to you.
An order number, only if you type it to check an order. We use it with the email you give to look up that one order and show its status. We do not read or store your name, address or payment details.
A one-way, keyed code made from your IP address, used only to limit how many conversations one connection can start in a day. It cannot be turned back into your IP address.

We do not use cookies for the chat. Your browser keeps a random conversation code in session storage until you close the tab, so the chat survives a page reload.

Why we use it

To answer your questions from the shop's own information (its FAQ, policies and products).
To check the status of an order you ask about.
To pass the conversation to a person when you ask for one, when you have a complaint, or when the assistant cannot answer. That person replies by email.
To improve the shop's answers: the shop receives a weekly summary of the number of conversations and the questions the assistant could not answer.

The legal basis is the shop's legitimate interest in answering customer questions and, where you ask about an order or a complaint, taking steps at your request in connection with a contract.

Who processes it

Cloudflare stores conversations in the European Union and runs the assistant.
Anthropic (United States) generates the assistant's answers from your messages. Anthropic processes the messages to produce an answer and does not use them to train its models. Transfers outside the EEA are covered by the European Commission's standard contractual clauses.
Resend (EU region) sends the conversation to the shop when it is passed to a person, and the weekly summary.
Shopify provides the shop's information and the order status.

How long we keep it

Conversations are kept for 30 days. After 30 days the text of the messages, your email address and the IP code are deleted; only counts (for example, how many questions were answered) remain. Emails already sent to the shop stay in the shop's mailbox under the shop's own policy.

Your rights

You can ask for a copy of your data, for it to be corrected or deleted, or object to its use, by writing to the shop or to matt@pleromacommerce.com. When a shop receives a request through Shopify, the app sends the shop everything it holds for that email address, and deletes it when Shopify asks for deletion. You can also complain to your data protection authority; in Poland that is the President of the Personal Data Protection Office (UODO).

For shops that install the app

The app reads the shop's FAQ and policies, its products, and, only when a customer gives an order number and the matching email, that order's status. It does not change anything in the shop. When the app is uninstalled it stops answering, and when Shopify sends the shop deletion request, all the shop's data held by the app is deleted.