Privacy and data
This page sums up how Falcon handles your store's data and your customers' personal data. The full texts are the Privacy policy, the Data processing terms and the Terms of service. If anything here differs from them, they win.
Falcon is operated by Saar LLC. Privacy questions go to hello@f01lab.com.
Roles
You, the merchant, control your customers' personal data. Falcon processes it only to provide the returns service, following the instructions you give through the app's settings.
What Falcon collects
| From | What |
|---|---|
| Your store, through Shopify | Order number and date, line items, prices, and the customer's name, email, phone and shipping address on the order. Store settings needed to process returns. |
| Customers on the return page | The order number and email or phone used to find the order, chosen items, reasons and comments, photos or videos uploaded as proof, and tracking numbers they add. |
| You and your staff | Your app settings and comments left on returns. |
Falcon doesn't collect payment card data. Refunds, store credit and exchange orders are created inside Shopify.
How it is used
Only to run returns for your store: show customers their eligible orders, record requests, create the matching return, refund or exchange in Shopify, and send the emails you have switched on. Falcon doesn't sell personal data, use it for advertising or build profiles.
Where it is stored
- Data is stored in a managed PostgreSQL database hosted by Render in Frankfurt, EU, and served through Cloudflare.
- Traffic is encrypted in transit (TLS). The database is encrypted at rest and reachable only from the app server.
- Photos and videos customers upload are stored in the database with the return.
Sub-processors
| Service | Role |
|---|---|
| Render | Hosting and database (Frankfurt, EU) |
| Cloudflare | DNS and network |
| Shopify | The platform Falcon runs on |
| Resend | Delivers emails sent from Falcon's own address |
If you connect your own mailbox, emails for your store go through it instead, and Resend isn't used for your store. The return page loads its font from Google Fonts, so a customer's browser contacts Google to download it.
Services you connect
| Service | What happens |
|---|---|
| Shippo (prepaid labels) | Falcon sends Shippo the ship-from address (the customer's name, address and phone from the order), your return address and parcel details to buy the label, under your own Shippo account. Your Shippo key is stored encrypted and never shown in the browser. |
| Your own mailbox | The password is stored encrypted and used only to send your store's return emails. |
| Webhooks | Return events, including the customer's email and the returned items, go to the address you choose. Each delivery is signed. |
| AI agents | An assistant you connect can read your return data within the access you give. Keys are stored only as one-way hashes. What the AI provider does with the data is covered by your agreement with them. |
How long data is kept
- Return records are kept while Falcon is installed, so you can manage and report on returns.
- Return page verification codes expire after 10 minutes.
- The AI agent activity log keeps the last 90 days.
When you uninstall
- When you uninstall, any connected AI agents lose access right away.
- 48 hours later, Shopify sends Falcon a shop/redact request.
- Falcon then deletes all of your store's data: returns, settings, reasons, emails, addresses, automations, webhooks, AI agent keys and activity, and uploaded files.
Falcon keeps only a short record that your store installed and uninstalled, and whether it used its free trial or launch offer, so those stay once per store. It also keeps its log of privacy requests, which holds counts and return numbers, not customer details.
Export first
If you need your return history, export it before you uninstall. After the shop/redact request, it can't be recovered.
Customer privacy requests
Shopify forwards customers' privacy requests to Falcon automatically.
| Request | What Falcon does |
|---|---|
| Customer data request | Logs it. Falcon doesn't send customer data anywhere itself, so you answer the customer: use Returns search and Export to gather what Falcon holds. |
| Customer erasure (customers/redact) | Erases that customer's name, email, phone, address, comments and uploaded photos and videos, deletes their return page verification codes, and removes their email from the timeline. Keeps only the anonymised order and amount facts you need for accounting. |
Customers should contact the store first. Merchants and customers can also email Falcon to access, correct or delete personal data.
Support access
The Falcon team accesses your Falcon data only to resolve a support request, and only while Support access is on in Settings → Preferences. See Support access.