Legal

Privacy Policy

Last updated: July 7, 2026 · EllaReply — ellareply.ai

What EllaReply does

EllaReply ("we") drafts replies to customer-support emails for Shopify merchants. To do that, the merchant explicitly connects two accounts: their Shopify store and their Gmail support inbox. Nothing is ever sent to a customer without the merchant's explicit action.

Data we access and why

  • Shopify (read-only): orders, customers, fulfillments and tracking — used solely to ground draft replies in accurate order information. We cannot modify anything in a connected store.
  • Gmail: we read incoming messages in the connected support inbox and create draft replies in it. We do not send, delete, or modify mail, and we never access contacts or settings.
  • Account data: your name, email address and (hashed) password.

How data is processed and stored

Support emails and the drafts we generate are stored in our database so you can review them in your dashboard. OAuth access tokens are encrypted at rest. Email content is processed by Anthropic's Claude API to generate draft replies; it is not used to train AI models. We do not sell or share your data, or your customers' data, with anyone else.

Google API Services disclosure

EllaReply's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. Gmail data is used only to provide the user-facing drafting features described above, is never used for advertising, and is never transferred to third parties except as necessary to provide the service (draft generation via the Claude API) or as required by law.

Retention and deletion

Support emails and drafts are automatically deleted 24 months after they were received. You can disconnect Shopify or Gmail at any time (from your dashboard, your Shopify admin, or myaccount.google.com), which stops all access immediately. To delete your account and all stored data sooner, email privacy@ellareply.ai — we delete within 30 days.

Contact

Questions about this policy: privacy@ellareply.ai.