Data processing (DPA)

Effective 1 July 2026 · applies to trackchat.in, app.trackchat.in and the TrackChat Shopify app

In short: for your customers' personal data, you are the data fiduciary/controller and TrackChat is your data processor. This addendum describes how we process on your instructions, mirrored from our internal data map.

1. Roles & instructions

You (the merchant) determine the purposes of processing customer personal data; TrackChat processes it solely to deliver the features you enable, on your documented instructions — that is, your in-app configuration of couriers, templates, automations and channels.

2. What is processed

Customer name, shipping address, phone number and email (to create shipments and send order updates); WhatsApp and email message content (only if you use the Inbox); abandoned-checkout contents; support-ticket text and customer-submitted media; courier tracking events; payment-link status metadata. Only the minimum needed for each feature flows to each provider.

3. Sub-processors

Shopify (platform and source of order data); Railway (application hosting and managed PostgreSQL with encryption at rest and encrypted backups); Meta Platforms (WhatsApp Business Platform — receives the customer phone number and the message content you configure); Delhivery and Blue Dart / DHL (couriers — receive name, address, phone and order details needed to deliver, on your own accounts); Razorpay (payment links and refunds — receives amount and order reference, never card data from us); Zoho Corporation (support mailbox, if you connect email); Google (Ads conversion sync, only if you enable it). We notify listed changes 30 days before a new sub-processor handles personal data.

4. Security measures

TLS 1.2+ in transit everywhere; merchant API credentials encrypted at the application layer with AES-256-GCM before storage; database and backups encrypted at rest; least-privilege access limited to the app's service credentials; access to personal data logged; production and development data fully separated.

5. Data subject requests & audit trail

Shopify's customers/data_request webhook is implemented so you can fulfil a buyer's access request from the data we hold; customers/redact erases that customer's phone numbers, chat history and shipment payloads. Every redaction, data request and shop erasure is recorded — event, row counts, outcome, timestamp — in a compliance audit log kept as evidence of fulfilment (without personal data).

6. Retention, deletion & breach notice

Personal fields are purged on a rolling 90-day schedule (notification-log phone numbers, raw courier payloads, idle chat threads). On uninstall, the shop-redaction request Shopify sends ~48 hours later triggers erasure of the store's data set. In the event of a personal-data breach we notify affected merchants without undue delay — within 72 hours per GDPR/DPDP expectations, and within 24 hours to Shopify per platform requirements.