Privacy Policy
Last updated: October 5, 2026
This policy explains how Packsaddle Software, LLC ("Packsaddle Software", "we", "us") handles information in OneWord, an app for Shopify stores. OneWord gives a store's repeat customers a card that describes them in one word, written with AI from their order history, which they can open from their account and choose to share.
We are based at 126 Cloister Lane, Mooresville, NC 28117, United States. Questions: support@packsaddlesoftware.com.
Who is responsible
- Merchants (the Shopify stores that install OneWord): we handle their store information as described below.
- The merchant's customers: the merchant decides to use OneWord and is responsible for its customers' data. We process that data on the merchant's behalf and only to provide OneWord to that merchant, under the data processing terms in our Terms of Service. If you shop at a store that uses OneWord, the store's own privacy policy also applies, and the store is the best first contact for privacy requests.
What we collect
About the store (merchants)
- The store's Shopify domain, name and contact email, its time zone, and its brand color.
- Shopify login sessions for the store, handled through Shopify. We never see staff passwords.
- The store's OneWord plan and settings. Payments go through Shopify's billing; we never see card or bank details.
- The store's product catalog (titles, prices, categories) and the store's average number of orders a month, used to size its plan.
About the store's customers
Through Shopify, with the merchant's permission, OneWord reads:
- The customer's Shopify customer ID.
- For each order: the order ID, the date and time, the products and quantities, whether it included a gift card, gift wrap or a gift note, and whether it was discounted.
OneWord does not read customer names, email addresses, phone numbers, postal addresses or payment details. Times of day are worked out in the store's time zone.
OneWord does not keep order prices or totals, with two exceptions, both used only to show the merchant results:
- Revenue tracking. When an order follows a visit from a OneWord share link or campaign link within 7 days, we keep that order's ID, which kind of link it came from ("share" or "email") and the order total. To check this, OneWord reads the order's customer journey from Shopify (Shopify's record of the visits before the order). Nothing else about those visits is kept.
- Gift codes, if the merchant turns them on (see below): for a code that is used, we keep the order ID and the order total.
What OneWord creates
- Cards: the word, the short explanation, the character, and a few stats (for example the number of orders this year and a favorite product).
- Share links: created only when a customer chooses to share their card.
- Gift codes: if the merchant turns gift codes on, a unique, single use discount code for a customer when they open their card, with the discount amount, end date and whether it was used.
Usage counts
We count events such as cards opened, shares, clicks on shared cards, installs and plan changes, to show merchants how OneWord is doing and to improve the app. These counts carry no customer identifiers.
Visitors to shared cards
Anyone with a share link can see the shared card: the word, the explanation, the character and the store's name. Private stats and gift codes are never shown there. We count clicks from a shared card back to the store without recording who clicked. OneWord sets no cookies and uses no tracking pixels.
How we use it
- To create each customer's card from their order history and show it to them.
- To show the merchant results: cards opened and shared, clicks, orders and revenue from shared cards and campaign emails, and gift code use.
- To run plans and billing, send the merchant service notices (for example when the store nears its monthly card limit), and provide support.
- To keep OneWord secure and working.
We do not sell personal data, use it for advertising, or use it to train AI models.
AI writing
To write a card, OneWord sends Anthropic's AI service a summary of the customer's orders: counts, dates, product names and categories, the store's name and type. The summary contains no customer ID, name or contact details. Anthropic processes it to return the card's text and, under its commercial terms, does not use it to train its models. Every card is checked by our own code before it is shown.
Customer choices
- A card is only shown when the customer opens it from their account, the order confirmation page or the store's OneWord button.
- Sharing is the customer's choice. Nothing is posted anywhere unless they share it.
- Hide my card removes the card from the customer's account and stops any shared link from working.
- To see or delete their data, a customer can ask the store, which sends the request to us through Shopify, or write to support@packsaddlesoftware.com.
Who we share it with
Only with service providers that help run OneWord, under agreements that limit their use of the data:
| Provider | What for |
|---|---|
| Shopify | The platform OneWord runs on: store, order and product data, logins and billing |
| Railway | Hosting the OneWord app and its database |
| Cloudflare | The domain OneWord runs on, and delivering and protecting web traffic |
| Anthropic | Writing card text (AI) |
| Resend | Sending service emails to the merchant (only the store's contact email and the notice) |
We may also disclose information if the law requires it, or to a buyer of our business, who must keep this policy's protections.
How long we keep it
| Data | Kept |
|---|---|
| Order details (date, products, gift and discount signals) | About 13 months: the 12 months a card covers, plus the calendar year for the December edition. Older orders are reduced to a few lifetime totals and the details are deleted. |
| Lifetime totals per customer (first order date, number of orders, how often each product was ordered) | While the store has OneWord |
| Cards and share links | While the store has OneWord, unless the customer hides the card or asks for deletion |
| Gift code records | While the store has OneWord |
| Revenue tracking records (order ID, link type, order total) | While the store has OneWord |
| Usage counts | While the store has OneWord |
| Store login sessions | Deleted when the store uninstalls OneWord |
Data requests. When Shopify sends us a customer's data request, we email the store a readable copy of everything OneWord holds about that customer (cards, orders on file, lifetime totals, gift codes and revenue tracking records) to pass on to the customer.
Deletion requests. When Shopify sends us a customer's deletion request, we delete that customer's cards, orders, lifetime totals, gift code records and the revenue tracking records for their orders. When a store uninstalls OneWord, Shopify sends a store deletion request about 48 hours later, and we delete everything we hold for that store. Deleted data may remain in encrypted backups until they are replaced in the normal backup cycle, and is never restored from them.
Security
Data is encrypted in transit (HTTPS) and at rest. Access is limited to the people who run OneWord. Our logs do not record customer identifiers.
Your rights
Depending on where you live, you may have the right to access, correct, delete or move your personal data, or to object to how it is used. Customers of a store should contact the store first, since it decides how its customer data is used. When a store passes on a request through Shopify, we send the store the customer's data or delete it, as asked. Merchants can contact us directly at support@packsaddlesoftware.com. You can also complain to your local data protection authority.
Where data is processed
OneWord and its service providers process data in the United States.
Children
OneWord is meant for businesses and is not directed at children under 13.
Changes
We will post any changes here and update the date above. For significant changes we will tell merchants in the OneWord admin.
Contact
Packsaddle Software, LLC
126 Cloister Lane, Mooresville, NC 28117, United States
support@packsaddlesoftware.com