Draft of 17 October 2026. Not yet in effect; published for review before the app's Shopify App Store submission.
This policy describes how webinstudio (웹인스튜디오) handles personal information when a merchant uses Webin Order Exceptions (the "App") with a Shopify store or a WooCommerce store.
1. Who we are
webinstudio (웹인스튜디오) is a sole proprietorship registered in the Republic of Korea.
- Business registration number: 145-65-00656
- Address: 404-1301, 151 Wolsan-ro, Gimhae-si, Gyeongsangnam-do 50990, Republic of Korea
- Email, including privacy requests: contact@webinstudio.co.kr
The merchant decides why and how information about its customers is processed in the App, and we process that information on the merchant's instructions. Our Terms of Service and Data Processing Addendum govern this processing. We decide how we use information about merchants and their staff accounts.
2. Information the App collects
2.1 From your store platform
On Shopify, the App asks for these permissions: read and write orders, edit orders, read fulfillments, read returns, and read Shopify Payments disputes. Through these permissions and the webhooks your store sends, the App receives:
- order details: order number and ID, currency, order total, shipping amount, item titles and quantities, and order date. The App shows the order number where other tools would show the customer's name.
- shipment details: carrier, service, tracking number, shipment status, and tracking events with their location and description
- refunds, payment transactions, returns and payment disputes linked to an order, including amounts, status and reason
- your shop's domain, which the App also uses as your store's name
Webhook messages can contain more than the App uses. Before storing a message, the App removes the customer's email address, phone number, addresses and other contact fields, keeping only a customer identifier. Stored messages are deleted 30 days after they arrive.
When your team sends a replacement for a Shopify order, the App adds the same items to the original order again at no charge with an order edit. Shopify ships them to the order's existing address; the App does not read or copy the customer's name, email address or address.
On WooCommerce, you install our connector plugin on your WordPress site. Each time an order is created or updated, the plugin sends that order's event to the App over a signed connection. This includes orders with no shipping problem. The plugin also lets the App read your orders and their refunds, the customer record linked to an order (name, email address, phone number and addresses), and your store's system status. In this version the App does not read customer records. The only change the App can write to a WooCommerce store is an order note. Refunds and replacement orders are made in WooCommerce admin.
2.2 From you and your team
- for each staff user: name, email address, role, language, availability (available or away), how many open cases and which case types they take, and when they last opened each case. Inside the Shopify admin, Shopify identifies your staff to the App.
- for WooCommerce sign-in: passwords, stored only as salted scrypt hashes; if you set up two-step verification, the authenticator secret and hashed recovery codes
- case notes, replies, reply templates, settings, saved views and claim packets your team creates
- credentials you connect: store access tokens, WooCommerce connector keys, your EasyPost API key and webhook secrets. These are encrypted in our database.
- API tokens you create, stored as hashes
2.3 From your customers
- messages from a customer that your team links to a case, with the sender's name
- the time a customer confirms receipt on the case status page
- a rating and optional comment that a customer leaves on the case status page
2.4 Collected automatically
- an audit log of sign-ins (with the IP address of every sign-in attempt), password and two-step verification changes, store connections and disconnections, changes to settings (assignment, notifications, retention, permissions, SLA targets and roles), API tokens, webhook endpoints, data exports, retention runs, order imports, uninstalls and privacy requests
- cookies: inside the Shopify admin the App uses none. Outside Shopify (WooCommerce stores) one sign-in cookie is used. It is HttpOnly, limited to the App's own site, and expires after 8 hours.
- web server error logs, which can include an IP address
The App uses no advertising or analytics cookies and loads no third-party scripts. It adds no scripts, pixels or cookies to your storefront and collects nothing about visitors browsing your store.
3. How we use information
- to open and track cases for lost, damaged, delayed, delivered-but-not-received and returned-to-sender shipments, and to time each case against its deadline
- to carry out actions your team starts: refunds, replacements, order notes and tags on Shopify, order notes on WooCommerce, and claim packets
- to mark a case ready to close when a matching event arrives: a successful Shopify refund transaction, a delivery scan for the replacement, or a recorded claim payout. A team member then closes the case, and the App allows a verified close only after such an event.
- to show a customer the status of their case on a page that opens from a case-specific link
- to send case events to webhook URLs you configure
- to keep accounts secure, prevent abuse and fix problems
- to answer support requests and meet legal obligations
- to bill for the App. Subscriptions are billed by Shopify. The App reports to Shopify the number of tracked shipments above your plan's included amount; the report contains your shop ID and a count only.
The App ranks open cases by priority using the order amount, the deadline, whether a payment dispute exists and the case type. The ranking only sorts your team's queue. The App does not decide refunds or replacements from customer data. Your staff start them. A refund above an agent's limit needs an owner, and a refund on a case whose policy is to reship first needs a written reason.
We do not sell personal information or share it for advertising. We do not use your customers' information for our own marketing, and we do not use it to train AI models.
4. Who receives information
- Shopify: the App writes the changes your team makes (refunds, order edits for replacements, order notes, tags and App metadata on the order). When your team issues a refund, the App asks Shopify to send its standard refund notification to the customer.
- Your WooCommerce site: the App adds the order notes your team writes.
- Amazon Web Services: hosts the App, its database and backups in the Seoul region (Amazon Lightsail).
- EasyPost (United States), through your own EasyPost account: the App sends the tracking numbers and carrier names of your shipments, including replacements, with your key so that EasyPost can track the parcels, and receives tracking and claim updates. The App sends no customer names or addresses to EasyPost. EasyPost bills your account for this under your agreement with EasyPost.
- Webhook endpoints you configure: they receive the case events you select.
- Cafe24 (Republic of Korea): hosts our support mailbox, so emails you send to contact@webinstudio.co.kr are stored there.
- Authorities or other parties, when the law requires it or to protect the rights and safety of people.
The App itself sends no email in this version. Messages it prepares are stored on the case and marked as not delivered. If we add an email delivery provider, we will list it here before it receives any data.
5. Where information is stored
We are not established in the European Union or the United Kingdom. The App stores and processes data in Seoul, Republic of Korea. If your store or your customers are in another country, their information is transferred to Korea. The European Commission adopted an adequacy decision for the Republic of Korea on 17 December 2021, and the United Kingdom's adequacy regulations for the Republic of Korea took effect on 19 December 2022. Transfers from the EU and the UK to Korea rely on these decisions.
Outside Korea, the App sends information only where your team's actions and settings direct it: to Shopify, to your WooCommerce site and the webhook URLs you configure (wherever they are hosted), and to EasyPost in the United States through your own account (tracking numbers and carriers only).
6. How long we keep information
| Information | Kept for |
|---|---|
| Webhook messages as received (contact fields removed) | 30 days. Deleted automatically. |
| WooCommerce sign-in sessions | Valid for 8 hours. Expired records are removed when you sign out or when the session is next presented. |
| Password reset links | Valid for 30 minutes. |
| In-app notifications | 90 days by default. The store owner can set 7 to 365 days and runs the clean-up from Settings. |
| Audit log | 365 days by default. The store owner can set 30 to 3,650 days and runs the clean-up from Settings. |
| Keys that stop duplicate actions (each holds a copy of the App's response, including case details) | 30 days by default. The store owner can set 1 to 365 days and runs the clean-up from Settings. |
| Customer details on closed cases | Replaced with "redacted" 730 days after the case closes by default. The store owner can set 90 to 3,650 days and runs the clean-up from Settings. |
| Store and case records, staff accounts, workspace settings, API tokens and webhook settings | Until your store's data is deleted after uninstall (section 7), or sooner if you ask us by email. |
| Backups | One encrypted copy a day; the 14 most recent are kept. Backup copies of an uninstalled store's data are gone within 30 days of the uninstall. |
| Support emails | Kept in our support mailbox. Deleted when you ask. |
7. Uninstalling and privacy requests
When you uninstall the App, Shopify tells the App and the App deletes your store's access token at once. Shopify also sends the App three privacy webhooks. The App checks each one's signature and rejects it if the signature is invalid.
- Customer data request: the store owner gets an in-app notice, and the App prepares a JSON file with the information it holds for the listed orders. The owner downloads it from Settings and passes it to the customer.
- Customer redaction: the App removes that customer's personal information from the listed orders and their cases, including message text, claim packets, prepared messages, linked emails and survey comments, and the case status links for those orders stop working.
- Shop redaction: Shopify sends this 48 hours after you uninstall the App. The App then deletes your store's orders, shipments, tracking events, cases, messages, claim packets, settings, staff accounts, sessions, API tokens, webhook settings and audit log. If your workspace also has a WooCommerce store, only the Shopify store's records are deleted. Backup copies that still hold your store's data expire within 14 days after that.
Records in the App's database are deleted with delete commands, and backup files are deleted whole when they expire.
If you use WooCommerce, email us to have your store's data deleted.
Your customers can ask you to access, correct or delete their information. If a customer contacts us directly, we pass the request to you. You can ask us at any time to access, correct, export or delete information about you and your staff.
8. Security
- The App's website and API are served over HTTPS (TLS).
- The App verifies the signature of every webhook from Shopify, WooCommerce and EasyPost and accepts no other incoming webhooks.
- Store access tokens, connector keys, EasyPost keys and webhook secrets are encrypted (AES-256-GCM) in the database. Sign-in sessions are stored as hashes.
- Backups are encrypted with a key that is not kept on the server.
- WooCommerce sign-in passwords are stored as salted scrypt hashes. Two-step verification is available, and repeated failed sign-ins are rate limited.
- Owner, agent and viewer roles limit what each staff user can see and do, including a refund limit for agents and permission to export CSV data. Any staff user can download a case's claim packet.
- An audit log records the events listed in section 2.4.
- Each store's data is kept in its own workspace and is visible only to that store's staff.
No system is completely secure. If a security incident affects merchant data, we notify Shopify within 24 hours of becoming aware of it, as Shopify's API Terms require, and notify affected merchants as the law requires.
9. Children
The App is a business tool for merchants and is not directed at children.
10. Changes to this policy
When we change this policy, we update the date at the top of this page.
11. Contact
webinstudio (웹인스튜디오) 404-1301, 151 Wolsan-ro, Gimhae-si, Gyeongsangnam-do 50990, Republic of Korea contact@webinstudio.co.kr