Your account & privacy

When you order from a store, it keeps a customer record for you so it can show your order history and reach you. This page explains how those records work, how a store owner merges duplicates, and how your data is handled if you ask for it to be removed.

Ordering creates a customer record

Any order that carries a contact — an email or a phone number — ends with a customer record on that store, either newly created or matched to one you already have. Emails are matched in lowercase with spaces trimmed, and phone numbers in a standard international format, so small differences in how you typed them don’t create a duplicate. A completely anonymous in-store sale creates no customer record at all.

For example

You ordered last month using your email, then order again today typing the same email with a capital letter and an extra space. Both orders land on the same customer record — the details are matched flexibly so you don’t end up with two accounts.

Your contact details are protected

You can have more than one way to reach you on a store — say an email and a phone. Each is checked independently, and you can sign in with any one that’s been verified.

Guarding against impersonation

If someone checks out as a guest and types your email to match your record, the store will not quietly attach their phone number to your account. A second contact is only added to an existing record if it was confirmed during that checkout (or the record had no confirmed contacts yet), and it’s always stored as unconfirmed. This stops a stranger from slipping their own details into your account by guessing your email.

When contacts point at two different people

If the email and phone entered at checkout match two different existing customers, they’re never silently merged. The order attaches to one of them (email first, unless the store works with phone only), the other contact is left alone because it belongs to someone else, and the pair is flagged for the store owner to review as a possible duplicate.

Merging two customer records

Sometimes the same person ends up with two records — for example one from an email order and one from a phone order. A store owner can merge them into one.

For the store owner

You choose which record to keep. In one step, everything the other record owned is moved onto the one you keep — its orders (their original details preserved for your records), addresses, contacts (duplicates removed), store credit, loyalty points (added together), gift cards, tags, notes (combined), and saved fields (the kept record wins any clash). Marketing permissions travel with each individual contact, so a “yes” on one contact is never spread onto another. The merge is written to the customer’s activity log.

A merge is blocked when the two records have store credit or an active gift card tied up, or when one is already being anonymized — the reasons are shown to you so you know why.

For example

You have two accounts at one store — one created with your email, one with your phone. The store owner merges them, and afterwards your full order history, your gift-card balance, and your loyalty points all live together under a single account you can sign into either way.

In-store regulars

A shop can keep a customer on file with just a name and no contact details at all — handy for regulars at the counter. A name-only customer can’t sign in (that needs a confirmed email or phone) and is never included in marketing. If they later give an email or phone at the register, it’s added as an unconfirmed contact.

The register default, though, is a fully anonymous sale — no customer, no contact. Attaching a customer is an optional extra tap.

Deleting or anonymizing your data

When a store removes a customer, one of two things happens:

Full delete

Only possible when the customer has no orders and nothing of value on file (no store credit, gift cards, loyalty balance, or open carts). The record is removed entirely.

Anonymize

Used when there’s order history to keep. Your personal details are erased in place, but the order history stays so the store’s books still balance. The store owner is told which of the two will happen before they confirm.

Anonymizing is thorough. It doesn’t just clear your customer record — it also scrubs the copies of your details attached to your past orders: the contact and name on each order, addresses, gift-card recipient details, and delivery email addresses. And your order pages stop showing any personal information.

Note

Anonymizing keeps a few non-identifying parts of an order address — city, region, postal code, and country — because those are needed to keep tax records correct. Your name, street, email, and phone are removed.

Wallets: store credit and points

If you hold store credit or loyalty points, they’re handled carefully around refunds and cancellations:

• Store credit is tracked in batches, each fixed to one currency, and spent oldest-expiry-first.
• Refunding money back to store credit keeps your original expiry intent — the restored credit never gets a longer life than it had.
• Cancelling a paid order never moves money on its own. Any store credit, gift card value, or card payment comes back to you through a refund step that’s shown as a required part of the cancellation, not an afterthought.
• Loyalty points you spent are only given back if an order fully unwinds (a full cancel, full refund, or chargeback), and points you earned are taken back in proportion when you’re refunded. Every visible change — points restored, credit re-issued, a card topped up — lands together with the order change that explains it, so nothing is left silently pending.

A one-per-customer discount is tied to your email or phone, so it can be honored even across guest checkouts. Discount usage comes back only if the whole order unwinds — a partial cancel or refund doesn’t return it.