Privacy Policy

Last updated: 2026-07-31

This policy explains what data Selbi (operated by Selbi Technology Pvt Ltd) accesses when a merchant connects their store to us, why we access it, who we share it with, and how to request its deletion. It applies to merchants who connect a Shopify store to Selbi, and to their end customers whose data passes through the Service.

What we access, and why

When a merchant connects Selbi to their Shopify store and support inbox, we access:

• Orders — order status, line items, shipping address, and fulfillment/ tracking information, so Selbi can answer "where is my order" and similar questions accurately.
• Customers — name, email, phone, and order history, so Selbi can identify who a support conversation is about and respond with the right context.
• Products — product and inventory availability, so Selbi can answer questions about stock and variants.
• Support inbox — messages sent to the merchant's connected email inbox and, if enabled, their website chat widget — this is the conversation content Selbi reads and drafts replies to.

Gmail and Google Workspace data

When a merchant connects a Gmail or Google Workspace mailbox, Selbi accesses the following through the Gmail API:

• the subject and body content of messages received in that mailbox;
• the sender's email address;
• message and thread identifiers, used to keep replies threaded and to track which messages have already been handled.

We request two Gmail scopes and no others: gmail.readonly, to read incoming messages, and gmail.send, to send the merchant's reply from their own address. We do not modify, label, archive or delete any message, and we do not read mail that predates the connection — synchronisation begins from the moment the mailbox is connected. A merchant can disconnect at any time from Settings → Integrations, which revokes our access at Google and deletes the stored credential.

We only access what is needed to operate the Service for the merchant who connected their account. We do not access data from stores that have not connected to Selbi.

How we use this data

We use the data above to: read and classify incoming support messages, draft replies, propose store actions for merchant approval, and show the merchant a unified view of a customer's orders and conversation history inside their Selbi dashboard. Drafting replies and classifying messages involves sending relevant message and order content to our AI sub-processor (see below) for processing.

Sub-processors

We share data with the following third parties strictly to operate the Service:

Sub-processor	Purpose
Anthropic	AI language processing of support messages and drafted replies
Groq	AI classification of incoming support messages (fast inference tier)
Fireworks AI	AI classification of incoming support messages (fast inference tier)
Supabase	database hosting and storage of your account and customer data
Razorpay / Paddle	payment processing for subscription billing
Clerk	identity and sign-in for your team’s dashboard access
Inngest	background workflow processing of support conversations — carries customer addresses and order references as they are handled
Google Cloud	application hosting, secret storage, and operational logs
Upstash	session and one-time verification code storage for chat identity verification
Vercel	hosting for the merchant dashboard

We do not sell merchant or customer data to anyone, for any purpose. We do not share data with third parties for their own marketing or advertising use.

AI processing and model training

Drafting replies and classifying messages involves sending message content to the AI providers named above — Anthropic, Groq and Fireworks AI. Each of them operates under terms that prohibit using data submitted through their APIs to train or improve their models.

Selbi does not use your data, or your customers' data, to develop, improve or train any model of our own. Message content is processed to answer the message in front of us and is not accumulated into a training set.

Limited Use of Google user data

Selbi's use of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

Data retention

We retain order, customer, and conversation data for as long as a merchant's account is active, so the Service can continue to answer questions using historical context. If a merchant cancels their subscription, we retain their data for a limited period to allow reactivation or export, after which it is deleted from our active systems, except where we are required to retain records for legal, tax, or accounting purposes.

Deletion requests

Merchants can request deletion of their account and connected data at any time by emailing support@selbi.app. End customers of a merchant who wish their data removed from Selbi should contact the merchant directly, or email us and we will forward the request to the relevant merchant and assist with deletion from our systems.

Security

Each merchant's data is isolated at the database layer — one merchant's data is never visible to another merchant or to another merchant's customers. Access to production data is limited to what is required to operate and support the Service.

Data is encrypted in transit and at rest. Credentials for connected accounts — such as the token authorising access to a merchant's mailbox — are additionally encrypted at the application layer with a per-merchant authenticated key, so a stored credential cannot be read outside the merchant it belongs to, even from within our own database.

Your rights

Depending on your location, you may have rights to access, correct, or delete your personal data, or to object to certain processing. To exercise these rights, contact us at support@selbi.app.

Changes to this policy

We may update this Privacy Policy from time to time. We will post the updated policy on this page with a new "Last updated" date.

Contact

Questions about this policy? Email support@selbi.app, or see our Contact page for our registered business details.