Frequently asked questions

TryRetenza is a Revenue Protection Layer for Shopify merchants. It detects revenue leaks in customer conversations (refund risk, WISMO, pre-sale, missed social leads, winback, upsell), connects them to Shopify order context, scores each by revenue at risk, and prepares human-reviewed recovery drafts. Nothing is sent to the customer until your team approves it — sending stays under merchant control.

After signing up, navigate to Settings → Shopify Integration and click 'Connect Store'. You'll be redirected to Shopify's OAuth flow where you can approve the integration in one click.

Most stores are fully up and running in under 10 minutes. Connect your Shopify store, configure your email forwarding, and you're ready. No technical knowledge required.

No. Retenza is designed for business owners and support managers — not developers. The entire setup is done through a visual dashboard with no code required.

Our AI pipeline detects the intent of the customer's email, fetches the relevant order data from your Shopify store, and then generates a reply using Claude. The reply is always in the customer's own language and references their specific order details.

No. Retenza is specifically designed to produce warm, human-sounding replies. We explicitly instruct the AI to avoid phrases like 'As an AI...' and to use a conversational, empathetic tone.

Retenza supports 40+ languages. The AI detects the language of the incoming email and always replies in the same language — English, French, Spanish, German, Italian, Portuguese, Dutch, Arabic, Japanese, Chinese, and many more.

Every AI-generated draft receives a confidence score between 0 and 1. If a reply scores below 0.75, it's flagged for your team to review. Recovery sending is off by default — nothing is sent until your team approves it.

Yes. You can configure your organization to use 'Review Mode' where every AI draft goes to your agent inbox before being sent. Recovery sending is off by default, so every recovery draft is reviewed by your team before anything is sent.

Yes. All plans include a 7-day free trial. No credit card is required to start. You can test the full feature set during the trial period.

Each AI-generated draft counts as one reply — regardless of whether your team approves it or edits it first. Rejected drafts still count toward your monthly usage since the AI computation has occurred.

Yes. Upgrades take effect immediately. Downgrades apply at the end of your current billing period. There are no cancellation fees.

You'll receive email notifications at 80% and 100% of your limit. Emails received after your limit is reached will be queued for manual handling. You can upgrade your plan at any time.

Yes. Retenza uses strict multi-tenant data isolation — your organization's data is completely separated from other customers' data at the database level. We never share or sell your data.

All data is stored in PostgreSQL databases in our EU-based infrastructure. Email content is stored only as long as needed for AI processing and agent review.

Yes. All Shopify webhook payloads are verified using HMAC-SHA256 signature verification before any data is processed. Invalid or unsigned webhook requests are immediately rejected with HTTP 401.

We access order, customer, and fulfillment records only — specifically to provide accurate order and shipping status information in AI replies. We request the minimum OAuth scopes required: read_orders, read_customers, and read_fulfillments.