Privacy policy
Last updated 24 October 2026
Counter Chat is a Shopify app that adds an AI shopping assistant and live chat to online stores. It is operated by Tomas Pocak s.p., Ledavsko naselje 16, 9000 Murska Sobota, Slovenia (VAT SI62852701) ("we"). This policy explains what data the app processes, why, and for how long.
Who is responsible
For data about a store's shoppers, the merchant who installed Counter Chat is the controller and we process the data on their behalf. For data about merchants and their staff (account, settings, billing), we are the controller.
Data we process
| About | Data | Why |
|---|---|---|
| Merchants | Store domain, name, contact email, language, time zone and currency (from Shopify); app settings; team members' email addresses; push notification subscriptions of their devices. | To run the app, send notifications and bill through Shopify. |
| Shoppers chatting | Chat messages, a random visitor ID stored in the browser, browser language, the store page they are on, the country derived from the connection (the IP address itself is not stored), and an email address only if the shopper gives it. | To answer questions, hand the chat to the store team and let the team reply by email. |
| Shoppers browsing | Only when the shopper allows analytics cookies on the store: page, device and browser type and number of pages viewed. | To show the merchant who is on the store right now ("Visitors"). |
| Orders | Order number, total and currency of orders placed after a chat. | To show the merchant which sales started in chat. |
We do not sell personal data and do not use it for advertising. Conversations are not used to train AI models.
Service providers
| Anthropic (USA) | AI model that writes answers, drafts and translations. Covered by Standard Contractual Clauses; API data is not used for training. |
| Vercel (EU region, Frankfurt) | Application hosting. |
| Neon (EU, Frankfurt) | Database. |
| Resend (EU, Ireland) | Sending notification emails and email replies to shoppers. |
| Shopify | Platform, store data and billing. |
How long we keep data
Browsing data for the Visitors view is deleted after 7 days. Conversations are kept while the app is installed so the merchant can see their history; merchants can export them at any time. When a merchant uninstalls the app, Shopify asks us to delete the store's data and we delete all of it within 48 hours of that request. When a shopper asks a store to delete their data, Shopify forwards the request and we delete that shopper's conversations.
Browser storage
The chat stores a random visitor ID and the current conversation in the shopper's browser so the chat continues across pages. This is needed for the chat to work. Browsing statistics are only sent when the shopper has allowed analytics through the store's cookie banner.
Your rights
You can ask for access to, correction or deletion of your data, or object to processing. Shoppers should first contact the store they chatted with; merchants and shoppers can also reach us through the support page or by post at the address above. You can also complain to your data protection authority (in Slovenia: Informacijski pooblaščenec).
Changes
If we change this policy we update the date above. Material changes are announced to merchants inside the app.