Privacy policy

Last updated: October 9, 2026

Hesitly is a Shopify app that asks a store's visitors why they didn't buy and helps the merchant fix what holds them back. This policy explains what Hesitly collects, why, where it is kept, and how it is deleted. It covers two groups of people: merchants who install Hesitly, and shoppers who visit a store that uses it.

What we collect from shoppers

Only when the store's cookie banner allows analytics, and only if the shopper chooses to answer:

The reason they picked (for example “Shipping cost”) and any text they type into the follow-up questions.
The product they were looking at (product ID and title), their language, and their country as reported by Shopify.
A random visitor ID stored in the browser's local storage, plus the time the survey was last shown, so the survey is not shown again for 7 days.

Separately, a Shopify web pixel counts product views and add-to-carts per store per day. These are totals only; no visitor, customer or order details are sent.

We do not collect names, email addresses, phone numbers, postal addresses, payment details or order contents. We do not use cookies for advertising, and we do not track shoppers across stores. Shoppers should not type personal details into the free-text answers; if they do, that text is stored like any other answer and deleted as described below.

What we collect from merchants

The store's myshopify domain and the access token Shopify issues when the app is installed.
The store's Hesitly settings, chosen plan, and the fixes it suggests, publishes or dismisses.
Session details Shopify provides when someone opens the app, which can include the staff member's name and email, used only to sign them in.

How we use it

To show the merchant why shoppers hesitate, in the merchant's own Hesitly dashboard.
To suggest page changes and check whether a published change worked.
To enforce plan limits and bill through Shopify.

We do not sell data, share it with advertisers, or combine one store's shopper answers with another store's in a way that identifies either store.

Service providers

Anthropic processes survey answers to write follow-up questions, group answers, and draft suggestions. Anthropic does not use this data to train its models.
Our hosting provider stores the app's database.
Shopify handles installation, sign-in and billing.

Retention and deletion

Survey answers and daily counts are kept while the app is installed, so trends and before/after checks work.
When a merchant uninstalls Hesitly, Shopify sends a shop deletion request 48 hours later and we delete all of that store's data.
Because answers are tied to a random visitor ID rather than a customer account, a customer data request or deletion request from Shopify finds no records linked to that customer. A merchant can ask us to delete specific answers at any time.

Shoppers' rights

Shoppers can decline the survey, close it, or clear their browser storage at any time. To access or delete answers, contact the store you visited; the store can forward the request to us.

Contact

Questions or requests: support@hesitly.com