Privacy Policy

1. What we collect

We collect account data you give us (name, business name, email, billing details), operational data generated by using the service (orders, ASNs, wallet transactions, QC photos of your stock), and the shipping data of your buyers that you pass to us with each order, recipient name, address, phone number and order contents. We also log standard technical data such as IP address and browser type for security and troubleshooting.

2. Why we use it

We use this data to fulfill orders (creating labels, clearing customs, pushing tracking back to your store), to bill you through the wallet with a line item per event, and to answer support requests with the full context of the shipment in question. We do not sell personal data, and we only send you marketing about Fulfido itself, which you can opt out of at any time.

3. Customer data of your buyers

Your buyers are your customers, not ours. We process their names, addresses and order details only to pick, pack, ship and track their parcels on your instruction, and we never market to them or use their data to build audiences. When you delete an order or close your account, buyer data follows the retention schedule in section 6 and is then removed.

3b. Store integrations (Shopify)

When you connect a store through the Fulfido Fulfillment app, we receive order data from that platform, recipient name, shipping address, email, phone and the items ordered, and process it solely to fulfill those orders, acting as your data processor. We honor the platform's privacy requests automatically: customer data-access requests are compiled from our records and made available to you within 30 days, customer erasure requests anonymize the personal fields on completed orders while preserving non-personal business records, and store erasure requests remove the store connection. We never use store customers' data for marketing, profiling or resale, and this processing agreement forms part of our Terms of Service.

4. Sharing

We share data with the parties needed to move a parcel and take a payment: carriers and their customs brokers (recipient details on the label and manifest), payment providers (billing details for wallet top-ups), and the cloud hosting providers that run our platform. Each processes data under its own contractual obligations to us, and we share the minimum each one needs.

4b. Analytics and cookies

We use Google Analytics 4 on this marketing site to count page views and understand which pages help people decide. It is off until you accept the banner: nothing is written to your device — no cookies, no local storage — unless you do. Declining, or simply not answering, leaves it off.

Before you answer, Google Analytics still sends one measurement signal per page containing a temporary identifier and your IP address, with a flag telling Google that consent has not been given. Nothing is stored on your device and the identifier does not persist between page loads. This is Google’s Consent Mode, and we are naming it here because a banner that mentions only cookies would be describing less than what happens.

The same measurement applies inside the merchant portal at app.fulfido.com, which asks for consent separately and independently — accepting here does not accept there. In the portal you are logged in, so the analytics identifier sits alongside a session we can already tie to your account; we do not send your name, email or any order contents to Google, and analytics there measures which screens are used, not what you do with your goods.

To change your choice on either site, clear that site’s data in your browser and the banner will ask again.

5. International transfers

Warehouse operations run in Yiwu, China, so order and shipment data is processed there by our fulfillment staff. Our platform and databases are hosted with cloud providers outside mainland China, and data moves between the two over encrypted connections. Data is processed in the EU/US by our hosting and email providers under their standard data-protection terms.

6. Retention

QC and receiving photos are kept for 12 months from capture, long enough to cover the claims window with margin. Financial records, wallet ledgers, invoices and order billing lines, are kept for 7 years to meet accounting obligations. Other personal data is kept while your account is active and deleted or anonymized within 90 days of account closure, except where law requires longer.

7. Your rights

You can access and correct your account data directly in the portal, and export your orders, inventory and wallet ledger as CSV at any time. You may also request a copy, correction or deletion of personal data we hold by emailing us; we respond within 30 days. Deletion requests are honored except for records we must keep under section 6.

8. Contact

For any privacy question or request, contact hello@fulfido.com with "Privacy" in the subject line. This policy forms part of our Terms of Service; if the two conflict on a privacy matter, this policy prevails.