Frequently asked questions

Retenza is a multi-tenant SaaS platform that automatically reads incoming customer support emails for Shopify stores, detects the intent, fetches order information from Shopify, and generates professional AI-powered replies — either sending them automatically or queuing them for a human agent to review.

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 automatically flagged for human review rather than being auto-sent.

Yes. You can configure your organization to use 'Review Mode' where every AI draft goes to your agent inbox before being sent. You can switch between auto-send and review mode at any time.

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 it's auto-sent or reviewed 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 orders and customer records only — specifically to provide accurate order status information in AI replies. We request the minimum OAuth scopes required: read_orders and read_customers.