Privacy Policy
1. What this app is
Nuvemshop Order Tracker is a ticket sidebar app that runs entirely inside your Freshdesk account. It reads a few fields from the ticket in front of the agent, asks the Nuvemshop (Tiendanube) API about the matching customer and orders, and — when you ask it to — writes what it found into ticket fields you created.
We operate no servers. The app is HTML and JavaScript executed in the agent's browser inside Freshdesk. There is no backend of ours between your helpdesk and Nuvemshop, and no copy of your data reaches us.
2. Data the app reads
From the Freshdesk ticket the agent has open:
- the ticket id and subject;
- the requester's e-mail address and name;
- the values of the ticket custom fields you configured the app to use.
From the Nuvemshop API, in response to a lookup:
- customer record: name, e-mail, phone, CPF/CNPJ, registration date, order count and total spent, customer note;
- order records: order number and internal id, status, payment and shipping status, items and their prices, delivery and billing addresses, tracking code and carrier, order notes and timeline.
3. Where that data goes
api.nuvemshop.com.br— receives the search term (order number, e-mail or CPF/CNPJ) and your store's access token, in order to look the customer or order up.<your-subdomain>.freshdesk.com— receives the field values you asked the app to write, and the ticket id, in order to update the ticket.
Those are the only two destinations. The app contacts no analytics service, no error-reporting service, no advertising network and no endpoint belonging to us.
4. Data we store
None. The app keeps no database and writes nothing to Freshdesk's data store. Everything shown in the sidebar lives in the browser tab for as long as the ticket is open and is discarded when the agent navigates away.
The values you type on the installation page — the Nuvemshop access token, the store id, your Freshdesk subdomain and API key, and the field names — are held by the Freshworks platform in its installation-parameter store, inside your own Freshdesk account. Credentials are declared as secure parameters: they are never returned to the app's JavaScript, and the app can only reference them inside request templates that the platform fills in when it makes the call. We have no access to them at any point.
Uninstalling the app removes those parameters along with it. Because we store nothing, there is nothing for us to delete afterwards and no retention period to declare.
Payment for the app is handled by Freshworks, on your Freshworks account. We receive no card, bank or billing data. Freshworks identifies subscribing accounts to us so that we can bill and support them; that is account-level commercial information about the organisation, not personal data about your customers or your agents, and the app itself neither reads nor stores it.
5. Legal basis and roles
You (the merchant) are the controller of the personal data involved. We are neither a controller nor a processor of it, because it never reaches us: the app moves data between two services you already have accounts with. Your existing agreements with Freshworks and with Nuvemshop govern the data held in each.
6. Sub-processors
None.
7. Security
- Every outbound call is HTTPS.
- Credentials are stored as Freshworks secure installation parameters and referenced only by template substitution, never read by app code.
- All text arriving from Nuvemshop or from the ticket is written to the page as text, never as markup, so a value typed by a shopper cannot execute in the agent's browser.
- Links that arrive from third parties (tracking URLs, product images) are used only when they are
httporhttpsaddresses. - The app requests no more from either API than the sidebar shows.
8. Children
The app is a business tool for support agents and is not directed at children.
9. Changes
Material changes will be published at this URL with a new “last updated” date, and, where the Marketplace requires it, in the app's release notes.
10. Contact
Reach us through our contact page.