Privacy policy — Lilya: Warranty Registration

This policy describes how Lilya: Warranty Registration (“the app”) handles data when a Shopify merchant installs and uses it. The app is made by Lilya Work. Contact: support@lilya.work.

Who this applies to

The app is used by merchants and their staff in the Shopify admin to run product registration and warranty claims: customers register the products they bought on the merchant’s online store, see their warranties in their customer account and ask for support with a claim, and the merchant manages registrations and claims in the Shopify admin. The customers are the merchant’s customers; the merchant decides on claims and is responsible for the relationship with them, and the app processes their data on the merchant’s behalf.

Data the app accesses

When you install the app you grant it the Shopify permissions read_products, read_customers, write_customers, read_orders, read_all_orders, write_app_proxy and customer_read_customers. With them the app:

• Reads your products, variants (SKU and barcode) and collections to apply your warranty rules and to find the product a customer registers.
• Reads the logged-in customer’s own orders, including orders older than 60 days because warranties last years (order ID and name, date, line items with product, variant, SKU, barcode and quantity) to match a registration to the order line the product was bought on, and to list the products from their orders that can still be registered. It does not read addresses, phone numbers or payment details.
• Reads the customer’s name and e-mail address from Shopify when it shows a registration or claim to your staff and when it sends an e-mail you turned on. They are not copied into the app’s database.
• Saves a short summary of each customer’s registered products in your own Shopify store, as app data on the customer (a customer metafield): product title, the registered serial number or SKU, the warranty end date and the number and status of an open claim. The customer sees it in their customer account if you add the app’s Profile block.
• Subscribes a customer to your e-mail marketing in Shopify only if you turned on the marketing question and the customer ticked the box on the registration form. The box is never ticked in advance, and the app never unsubscribes anyone or changes consent otherwise.
• Serves the page /apps/warranty and the registration block on your online store through Shopify’s app proxy. Shopify tells the app which customer is logged in, so customers only ever see their own products and claims.

Data customers enter

To register a product, a customer enters or scans a barcode, SKU or serial number, or picks a product from their own orders. If you allow it, a customer registering a serial number without an order enters the purchase date. To ask for support, a customer chooses what is wrong, describes the problem and may add up to 5 photos (JPEG, PNG, WebP or HEIC, up to 3 MB each; the form makes large photos smaller before uploading). Customers can reply to your messages on a claim. The app does not ask for invoices, addresses or phone numbers.

Data the app stores

• Your store’s myshopify.com domain and the access token Shopify gives the app; your plan and the number of new registrations and claims this month.
• Your settings, warranty rules (store default, collection rules, product exceptions) and the serial number lists you import.
• For each registration: the Shopify customer ID, the product and variant (ID, title, SKU), the serial number if any, the matched order (ID, name, line item and unit), the purchase, start and end dates and how the start was decided, a copy of the warranty terms at the time, the status, the reason if your staff voided it, the marketing answer and the dates.
• For each claim: the Shopify customer ID, the registration, the claim number, what is wrong, the description, the photos (in private storage), the status, the outcome your staff chose and the dates.
• A timeline of each claim: customer replies, your staff’s replies, internal notes your staff write (never shown to the customer) and status changes, with dates.
• A daily count of failed code checks per customer (to stop serial number guessing), kept for two days.
• The logged-in customer’s order lines (products, SKUs, order names and dates), kept for two minutes in Cloudflare’s cache so the registration page loads quickly; never in the database.

The app does not store customer names, e-mail addresses, addresses, phone numbers or payment details.

Customer e-mails

If you turn on e-mails in the settings, the app e-mails a customer when a product is registered, when a claim is received, when your staff reply and when a claim’s status changes. E-mails are sent from notify@mail.lilya.work with the sender name “Lilya Warranty – ” followed by your store’s name, and your store’s contact e-mail as the reply-to address. They contain your store name, the product, the warranty dates or the claim number, status and your reply, and a link to the customer’s page on your store. They have no tracking pixels and no marketing. E-mails are delivered through Cloudflare Email Sending.

How the data is used

Only to provide the app’s features: registering products, applying your warranty rules, showing customers their warranties and claims, handling claims, sending the e-mails you turned on, showing your usage and applying your plan. We do not sell data, use it for advertising, profile customers, or share it with third parties other than the service providers below. The app never decides a claim: your staff set its status and outcome. The only automatic checks are the ones you configure (warranty length, serial number format or list, and whether claims are accepted after a warranty has ended).

Service providers

• Cloudflare, Inc. runs the app and stores its data (Workers, D1 database and R2 file storage, Western Europe) and delivers customer e-mails (Cloudflare Email Sending). Error logs contain your store domain and are kept by Cloudflare for a few days; request logs that could contain customer details are turned off.
• Shopify processes billing through Shopify App Pricing. The app asks Shopify’s Partner API which plan your store is on.

Retention and deletion

• Registrations, claims and claim timelines are kept while the app is installed, because warranties last for years and a claim may refer to an old registration.
• Claim photos are deleted 90 days after the claim is closed or rejected; the claim and its timeline stay and show that the photos were removed.
• When you uninstall the app, its access token is deleted and the app stops working in your store.
• 48 hours after you uninstall, Shopify asks us to erase your store’s data (shop/redact) and the app deletes everything it stores for your store, including the claim photos. If you reinstall within those 48 hours, it is kept.
• When Shopify asks us to erase a customer’s data (customers/redact), the app deletes that customer’s registrations, claims, claim timelines, claim photos and code-check counts.
• When Shopify forwards a customer’s data request (customers/data_request), we send you the records we hold for that customer within 30 days.
• The warranty summary on the customer and any marketing consent the customer gave are part of your Shopify store. Shopify removes the app’s data on customers when the app is uninstalled; the marketing consent stays with the customer in Shopify.

Security

Admin requests are authenticated with Shopify session tokens; storefront requests are checked with Shopify’s app proxy signature and rate limited, and failed code checks lock for the day after too many tries. Data is sent over HTTPS only and is encrypted at rest by Cloudflare, including backups. Claim photos are never public: they are served only to the customer who sent them and to signed-in store staff through the app. Only the developer has access to the production systems, with two-factor authentication.

Your rights

You can ask for a copy of the data the app holds about your store, or ask us to delete it before you uninstall, by writing to support@lilya.work. Your customers can contact you, and you can forward their requests to us. You can also complain to the data protection authority where you live.

Changes

If we change this policy we update the date at the top of this page.