Privacy Policy

Effective date: 2026-08-04

Operator: Hiroki Yanase (sole proprietor; the "Operator")
Contact: support@mydoai.com
Address: Disclosed without delay upon request (please contact the address above)

The Operator handles personal information of users of the Shopify app "MYDO - AI Customer Service Assistant" (the "Service") — namely the operators of Shopify stores that install the Service (each a "Merchant") and the Merchant's customers who contact the store via LINE (each an "End User") — in accordance with this policy.

1. Our Role

The Service lets a Merchant handle conversations with its own customers (End Users) through the Merchant's LINE Official Account: AI drafts the text, and the Merchant reviews and approves it before it is sent. This covers both replies to customer inquiries and messages the Merchant sends to a customer first. The latter can only be addressed to customers who have added the Merchant's customer-facing LINE Official Account as a friend and have previously contacted that account; the Service does not broadcast to customers indiscriminately.

With respect to End Users' personal information, the Operator acts as a processor entrusted by the Merchant; the data controller — who decides the purposes and scope of collection — is each Merchant. End Users should direct disclosure, deletion, and similar requests first to the Merchant (the operator of the LINE Official Account they contacted). The Operator provides technical assistance based on the Merchant's instructions.

However, the consultation chat on the Service's introduction page (an AI-powered window that answers questions and is open to anyone, with no login or installation) is a channel the Operator receives directly rather than through a Merchant, and the Operator determines its purpose and the scope of the handling. How that information is handled is set out in Sections 2-3, 3, 4 and 5.

2. Information We Collect

2-1. Information about Merchants (Shopify store operators)

• Shopify account information: store domain, staff name, email address, and language settings (obtained during Shopify OAuth authentication)
• LINE Official Account credentials (channel access token and channel secret), entered by the Merchant to connect the Service to LINE
• Billing information: the Merchant's current plan, billing interval, and use of the free trial, via the Shopify Billing API (payment details such as credit card numbers are managed by Shopify and are never held by the Operator)
• Shop-specific knowledge the Merchant registers (size guides, FAQs, product documents, and other files or text, as well as page content fetched from website URLs the Merchant specifies)
• Product information registered in the Shopify store, the store's Online Store pages, and the text of its terms and policies (imported automatically as shop knowledge and refreshed periodically)
• Free-text feature requests submitted through the form at the bottom of the FAQ page
• Screenshots the Merchant attaches to the AI chat on the Help screen (Contact tab)
• Questions the Merchant registers for measuring how the shop appears in AI answers, and the measurement results (excerpts of external AI answers, source URLs, and aggregated counts)
• For members of the Owner LINE Official Account (Merchant staff who receive notifications and act on them): their LINE user IDs, when they became members, and the exchanges with them (notifications from the Service, and the messages and button actions they send), used to deliver notifications and accept their actions. Display names and profile images are read from LINE's profile API when the member list is shown on the settings screen, and are not stored

2-2. Information about End Users (the Merchant's customers)

Collected through the Merchant's customer-facing LINE Official Account. In addition, if the Merchant uses the feature for importing past conversations (uploading chat history files exported from LINE), the past message content contained in those files is also collected.

• LINE user ID (an identifier within the LINE platform; not a name or phone number itself)
• LINE display name and profile picture (retrieved from the user's public LINE profile and cached)
• Inquiry messages, the replies sent to them, and messages the Merchant sent to the customer first
• Images, PDFs, and other files the customer sends, and files the Merchant attaches to a reply or to a message sent to the customer first
• When the customer opens a product link attached to a reply or to a message sent to the customer first: the time it was opened, and what the customer then does in the store (other products viewed, search terms, adding to cart, starting checkout, completing a purchase, with its amount, the names, variants and quantities of the items bought, and the order ID). This is collected through a Shopify web pixel installed in the store, only for visitors who arrived through a product link sent by the Service; names, email addresses and postal addresses are not collected. In line with Shopify's mechanism, nothing is collected if the customer has not permitted the use of their data for analytics
• Friend and block status (the fact that the customer added the customer-facing LINE Official Account as a friend or blocked it, and when). This is recorded from notifications sent by LINE and from the reachability check the Service performs before sending a message
• The time a friend-add URL (route) created by the Merchant was opened. At the moment it is opened we do not know who opened it, and we do not store the IP address or browser information. If a friend add follows within 30 minutes of the URL being opened, we link the two and record it as an estimate of which route the friend add came through (the link can point to the wrong route, for example when someone else opened a URL around the same time)
• Information the AI infers and learns from inquiries (height/weight, preferences, patterns in past conversations, etc.; this is stored automatically when a reply is sent, but the Merchant is notified each time something is stored, can disable learning before sending, and can undo (delete) any stored item at any time)

The main identifier the Service holds for an End User is their LINE user ID. However, only when a customer who arrived through a product link sent by the Service, or who used the friend-add reward coupon, completes a purchase, we record the Shopify customer ID of that order alongside their LINE user ID (and only if the customer has permitted the use of their data for analytics). This association is used solely to respond to the disclosure and deletion requests described in Section 5. We do not store the customer's name, email address, phone number or other details from Shopify.

2-3. Information about visitors who use the consultation chat on our introduction page

The Service's introduction page offers a consultation chat that anyone can use without logging in or installing the app. Through it we collect:

• The text of the question you type (sent to OpenAI, which is based in the United States, in order to generate an answer; see Section 4 for details. Please do not enter personal information such as your name, phone number or email address.)
• A masked identifier used to count how often the chat is used (a value derived from your connection's IP address in a way that cannot be reversed. We neither store nor log the IP address itself.)

We do not store the question text or the answer. The exchange shown on screen is kept only inside your own browser. We never ask you for your name, email address, or similar details.

3. Purposes of Use

Collected information is used only for the following purposes:

• Generating AI reply drafts, and drafts of messages the Merchant sends to a customer first, based on Shopify product information, the Merchant's own knowledge base, and the End User's learned profile (the latter are generated from the sending instruction the Merchant enters)
• Presenting drafts to the Merchant — of replies and of messages sent to a customer first alike — and providing the approve / edit / send workflow
• Sending automatic replies using previously approved canned answers (only answers the Merchant has authorized in advance)
• Displaying usage statistics (number of inquiries, number of customers served, etc.) on the Merchant dashboard
• Counting the number of messages sent to customers, to determine whether the Merchant is within the message allowance included in its plan
• Showing the Merchant, in the admin and through the owner LINE, how product links attached to replies and other messages were used (whether a link was opened, and the customer's subsequent activity and purchases in the store), and using this as a reference when the AI drafts messages
• Adding, to a thank-you message the Merchant sends to the customer after a purchase, a button to the page where the customer can check that order (using the order ID)
• Showing the Merchant each customer's friend and block status, and refraining from sending to customers who have blocked the account
• Showing the Merchant an estimate of which route each friend add came through, and using it to tag customers by route and to narrow down who receives step messages
• Publishing saved answers (question and answer) that the Merchant chooses to publish, as a Q&A page on the Merchant's store (the Merchant chooses each answer individually)
• Forwarding to the destination the Merchant specifies, when the Merchant chooses Relay mode (a feature that also delivers what arrives at the customer-facing LINE Official Account, unchanged, to that destination)
• Handling support inquiries from Merchants
• Answering questions submitted through the consultation chat on our introduction page
• Preventing abusive, high-volume use of that chat (counting usage by means of the masked identifier in Section 2-3 and declining requests that are extreme in a short period)
• When the Merchant has registered measurement questions, periodically measuring how the shop is presented in answers from AI services (such as ChatGPT and Claude) and showing the results to the Merchant (including suggesting questions to measure with)

The AI never sends messages on its own. Every newly generated message to an End User — whether a reply to an inquiry or a message the Merchant sends to the customer first — requires the Merchant's prior approval (except automatic replies using canned answers the Merchant previously approved and saved).

4. Third Parties / Subprocessors

To provide the Service, information is transmitted to the following external services. These transfers are treated as processing on our behalf (entrustment within the scope necessary to fulfill the purposes above, not sale or third-party provision).

Recipient	Information transmitted	Purpose
OpenAI (LLM API provider)	Prompt content needed to generate drafts: inquiry text, the sending instruction the Merchant enters for a message sent to a customer first, product information, shop knowledge, the End User's learned profile, etc., screenshots attached to the AI chat on the Help screen, the questions used to measure how the shop appears in AI answers (registered by the Merchant; they may include the shop name), and, for suggesting such questions, the shop name, product names, questions registered as saved answers (auto-replies), and summaries of shop knowledge	AI generation of reply drafts, drafts of messages the Merchant sends to a customer first, and summaries; answering questions about how the app works; measuring how the shop appears in AI answers (including suggesting questions to measure with)
Anthropic (LLM API provider)	The measurement questions the Merchant has registered (they may include the shop name; no End User personal information is sent)	Measuring how the shop appears in AI answers (only for Merchants on the Unlimited plan who have registered measurement questions)
Shopify	Merchant store information, product data, billing information, and — when the Merchant invokes the Service's features from Shopify's admin AI assistant (Sidekick) — the customer conversations, drafts, etc. returned to answer that request	Product lookup; authentication and billing infrastructure; answering the Merchant's requests in Sidekick
LINE (LY Corporation)	Message content sent and received (replies and messages the Merchant sends to a customer first alike), profile information	Message delivery via LINE Official Accounts
Fly.io (hosting provider)	All of the above (database and servers)	Application hosting infrastructure
Resend (email delivery)	The text of feature requests a Merchant submits from the form on the FAQ page, error details when a server fault occurs, a daily operator report (aggregate figures per store such as inquiry counts and billing totals), and the Merchant's contact email address (to send important notices; either the contact address registered with Shopify or an address the Merchant specifies in the admin)	Delivery of notification emails to the operator, and delivery of important notices to the Merchant (install completed, LINE connection faults, usage limits, unanswered inquiries)

The text of questions submitted through the consultation chat described in Section 2-3 is likewise sent to OpenAI in order to generate an answer. In that case the Operator sends it on its own behalf, not on a Merchant's instructions.

When a Merchant chooses Relay mode, what arrives at the Merchant's customer-facing LINE Official Account (LINE user IDs, message content, and events such as someone adding the account as a friend) is forwarded, exactly as it arrived from LINE, to a destination the Merchant specifies.
The destination is a provider the Merchant chooses, such as another tool the Merchant has been using.
This forwarding is performed by the Operator on the Merchant's behalf and on the Merchant's instructions; it is not a transfer to one of the Operator's subprocessors.
How information is handled once it reaches the destination is a matter between the Merchant and the destination's provider, and is governed by that provider's privacy policy and similar terms.
The Merchant may stop Relay mode at any time.

When selecting subprocessors, the Operator reviews each provider's terms and practices for handling personal information, and exercises necessary and appropriate supervision, including checking the terms of use, so that entrusted information is handled properly. When adding or changing subprocessors, we will revise this policy and announce the change as described in Section 9.

Information is sent to OpenAI and Anthropic through their APIs, under terms whereby the content sent is not used to train their AI models (it may be retained for a limited period under each provider's terms, for example to monitor abuse). The Operator itself does not use Merchants' or End Users' information to provide the Service to other Merchants or to train AI models (such as language models); the information "inferred or learned by the AI" in Section 2-2 is a record used only to create drafts for that Merchant.

OpenAI, Anthropic and Resend are based in the United States, so information may be transferred outside your country. Please also review each provider's privacy policy.

We do not sell or provide information to third parties for any other purpose.

5. Retention and Deletion

• When a Merchant uninstalls (removes) the Service, we delete all data tied to that store (inquiry history, AI memories, knowledge documents, usage records, credentials, etc.) 48 hours after the uninstall, upon receiving Shopify's shop/redact webhook. If the Merchant reinstalls the Service within those 48 hours, however, we do not delete the data and keep it as is. When a store is closed or deleted, Shopify sends no such notification, so the Operator checks its connection to every store daily and deletes the store's data in the same way once the store has been unreachable for 7 consecutive days (within 10 days of closure). While a store is paused, we keep its data so that it is available when the store reopens. Attachments exchanged by End Users and Merchants (images, PDFs, etc.) are deleted from server storage as well, along with their database records.
• Requests concerning individual End Users (customers/data_request / customers/redact) are received and logged as required by Shopify. For customers with the association described in Section 2-2, a deletion request causes the association record to be deleted immediately; the data tied to the LINE customer (including stored attachment files) is then deleted once the Merchant confirms that the LINE customer is the same person who made the request (product links and bonus coupons can be passed on to and used by someone else, and this prevents another person's data from being deleted by mistake). While that confirmation is pending, we keep a record of the request (the requester's Shopify customer ID, the LINE customer to be checked, and the basis of the association), and delete it once the Merchant has confirmed or 30 days after the request, whichever comes first (if 30 days pass without confirmation, the data tied to the LINE customer is not deleted). A disclosure request causes us to notify the Merchant of the types and amounts of data the Service holds, noting where we have not confirmed that it is the same person. Customers without such an association cannot be identified automatically, so we identify the relevant data manually in consultation with the Merchant and then delete or disclose it as appropriate.
• For the consultation chat described in Section 2-3, we retain only the records used to count usage (the masked identifier and a timestamp) for two days, after which they are deleted automatically. The question text and the answer are not stored at all. Because these records are not tied to any Merchant, they fall outside the uninstall-triggered deletion described above.
• Screenshots attached to the AI chat on the Help screen are kept on our servers for 7 days and then deleted automatically. The text the AI read out of them remains as part of the conversation history. If the Merchant uninstalls the app, they are deleted as part of the store-wide deletion above, without waiting for the 7 days to pass.
• Results of measuring how the shop appears in AI answers are kept as follows and then deleted automatically: answer excerpts and source URLs for 90 days, and aggregated counts and per-domain citation counts for 400 days. When a question is deleted, its measurement results are deleted with it.
• Content forwarded in Relay mode is deleted once it reaches the destination, or once we stop trying to send it (for example, when it could not be delivered for 1 hour).
  Per-delivery forwarding records (the type of event, whether delivery succeeded, and timestamps; message content is not included) are kept for 90 days and then deleted automatically.
  Separately, daily forwarding counts (only the number of events of each type; no LINE user IDs or message content) are kept while the Service is in use, so the Merchant can see the totals since Relay mode was started.
  If the Merchant uninstalls the Service, both are erased as part of the deletion described above without waiting 90 days.
• Records of a friend-add URL being opened that were not linked to a friend add are deleted automatically after 30 days.
  Records that were linked are kept while the Service is in use as the per-route count of friend adds; when we act on an End User's deletion request, we remove the LINE user ID from those records (they remain only as a count).
  Friend and block status is deleted together with the other data tied to the LINE customer.
• Information not covered above (inquiry history, AI memories, knowledge documents, product-link usage, etc.) is kept while the Service is in use, to the extent necessary for the purposes of use; records that are no longer needed, such as temporary working records, are deleted progressively.
• Merchants can delete individual AI memories and knowledge documents at any time from the web admin. (A revoked AI memory is retained internally only as a block-list record so the same content is never re-learned; it is not displayed or used in normal operation.)

6. Security Measures

The following summarizes the measures we take to safeguard personal information. Details whose disclosure could itself compromise that safeguarding are omitted. Merchants who need further detail may contact us using the details in Section 11.

Organizational measures

• Access to personal information is limited to the operator alone; no third party is granted access to production data.
• All changes to the system are version-controlled, and automated tests must pass before a change is released.
• Separation of each store's data is verified both by automated tests and by hands-on checks.
• Server faults trigger an automatic notification to the operator.

Personnel measures

• We currently have no employees; the operator is the only person who handles personal information. Should we hire, training and confidentiality agreements will be put in place beforehand.

Physical measures

• Servers and databases run in cloud providers' data centres; physical security of those facilities rests with the providers concerned (see Section 4).
• Work is performed on a limited set of devices that are not shared with third parties, with full-disk encryption enabled.

Technical measures

• Access to the admin screens requires authentication through Shopify's OAuth infrastructure. Data is separated per merchant store; one store cannot read another store's data.
• LINE Official Account credentials entrusted to us by Merchants are encrypted at rest.
• Content waiting to be forwarded in Relay mode, and destination URLs (including the destination registered before the account was connected to the Service), are encrypted at rest.
• Inbound webhooks are verified by signature to confirm the sender is genuine; anything that fails verification is rejected.
• All communications are encrypted (HTTPS/TLS).
• We hold no payment card details (see Section 2-1).
• Development and staging environments are separated from production, sharing neither data nor encryption keys.

Understanding the external environment

• Of the subprocessors listed in Section 4, OpenAI, Anthropic, Resend and Fly.io are based in the United States, and Shopify in Canada and the United States (LINE / LY Corporation is in Japan). We selected these providers, and take the measures described above, having reviewed the personal data protection regimes of those countries using, among other sources, the information on foreign regimes published by Japan's Personal Information Protection Commission.

7. Cookies

The Service is provided as an embedded app inside the Shopify admin and uses Shopify's session mechanism for authentication. No third-party advertising or tracking cookies are used.

The same applies to our introduction page, which anyone can view without logging in: no third-party advertising or tracking cookies are used there either. Usage of the consultation chat described in Section 2-3 is counted using the masked identifier generated on the spot, not cookies.

In the Merchant's store, to recognize visitors who arrived through a product link described in Section 2-2, a Shopify web pixel stores a marker (a code identifying the link) in the visitor's browser for 24 hours. It is not used for advertising, and nothing is recorded about visitors who did not arrive through such a link.

8. Children's Information

The Service is not directed at children under 13, and we do not knowingly collect personal information from children.

9. Changes to This Policy

This policy may be revised to reflect changes in law or in the Service. For material changes, we will post the amended content and its effective date on this page and announce it in the app or by notice to Merchants.

10. Requests for Disclosure etc.

For personal information the Operator handles on its own behalf (information about Merchants in Section 2-1 and information relating to the consultation chat in Section 2-3), you or your agent may request notification of the purposes of use, disclosure, correction, addition or deletion, suspension of use or erasure, suspension of provision to third parties, and disclosure of records of provision to third parties ("disclosure etc.").

• How to request: Email us at the contact in Section 11. To verify your identity (or, for an agent, their authority), we will ask for the information needed, such as the store domain and registered email address for Merchants.
• Fee: For requests for notification of the purposes of use and for disclosure (including disclosure of records of provision to third parties), we charge JPY 1,000 (tax included) per request. We will tell you how to pay by email when we receive the request. Requests for correction, addition or deletion, suspension of use or erasure, and suspension of provision to third parties are free of charge.
• Response: After verifying your identity, we will respond without delay, in principle by email. If we cannot comply under applicable law, we will tell you why.
• For the consultation chat, we do not store the text of questions, and we keep the usage record only as an irreversible identifier for two days, so we may be unable to identify your records.

For information about End Users (the Merchant's customers), the Merchant decides how it is handled, as described in Section 1, so please first direct requests for disclosure etc. to the Merchant. If you contact the Operator directly, we will pass the request to the relevant Merchant and act on the Merchant's instructions.

11. Contact and Complaints

For inquiries or complaints about the handling of personal information in the Service, please contact:

Operator: Hiroki Yanase
Contact: support@mydoai.com