Security

Last updated: October 5, 2026

Merchants trust Ecordio with their orders and their customers' details. This page describes how we protect that data and what we do if something goes wrong.

Data Protection

Collecting less

The safest data is data we never hold. From each order we keep only what merchants need to manage it: the customer's name and email, the items, amounts, statuses and tracking. We do not collect customer phone numbers, postal addresses or payment card details.

Encryption

• All connections are encrypted with HTTPS.
• Store access credentials and order notes are encrypted in our database with industry-standard (AES-256) encryption.
• Passwords are stored only as salted one-way hashes; nobody, including us, can read them.

Access control

• Each workspace's data is isolated from every other workspace.
• Workspace owners decide what each member can see and do through roles and permissions.
• Ecordio staff access to merchant data is limited to what is needed for support and is audit-logged.
• Access to order data is logged: we record who viewed or changed which orders, and when, including any access by our staff on a merchant's behalf.
• New passwords must be at least 12 characters, and common or easily guessed passwords are rejected.
• Sign-in is protected against automated password guessing, and sessions can be revoked immediately, for example after a password change.

Platform integrity

• Store connections use each platform's official authorization flow; we never ask for your store password.
• Production runs on dedicated infrastructure with its own credentials, separate from development and test data.

Retention and deletion

When a store is disconnected, its access credentials are erased immediately and its data is permanently deleted within 30 days. Customer deletion requests from Shopify are applied as soon as they arrive. See our Privacy Policy for the full retention schedule.

Backups

The database is backed up daily so data can be restored after an accident or failure. Backups are encrypted, a copy is kept in a separate location in the same region, and backups are deleted after 7 days.

Incident Response Policy

A security incident is any event that compromises, or may compromise, the confidentiality, integrity or availability of Ecordio or the data in it. Our response follows these steps.

1. Detect and report

Incidents may be detected through our monitoring, reported by staff, or reported by merchants or researchers. Anyone can report a suspected issue to support@ecordio.com. Every report is acknowledged and assessed.

2. Assess

We confirm whether an incident has happened and rate its severity, based on whether personal data was exposed, how many merchants are affected, and whether the service is impaired. Any suspected exposure of personal data is treated as high severity.

3. Contain

We act immediately to stop the incident and limit harm, for example by revoking sessions or credentials, rotating secrets, disabling an affected feature, or isolating systems. Evidence such as logs is preserved for investigation.

4. Notify

If personal data is affected, we notify affected merchants without undue delay and within 48 hours of confirming the breach. The notice explains what happened, which data was involved, the likely impact, and what we have done and recommend. We help merchants meet their own obligations to notify customers and regulators, and we notify authorities ourselves where the law requires.

5. Recover

We fix the root cause, restore normal service, and restore data from backups if needed, then verify the fix before closing the incident.

6. Review

After every significant incident we write a review covering the cause, the timeline, and what we are changing to prevent it happening again. This policy is reviewed at least once a year.

Reporting a Vulnerability

If you believe you have found a security vulnerability, please email support@ecordio.com with the details. Please give us reasonable time to fix it before disclosing it publicly, and do not access or change other people's data while testing. We will acknowledge your report and keep you updated.