Feature
What CaseKit reads, and what it cannot do
Support tooling sits between your customers and your store, so the access model deserves a straight answer rather than a badge. Here is the actual boundary.
| Question | Answer |
|---|---|
| Reads the Gmail conversation currently open | Yes |
| Reads other threads or your mailbox | No |
| Uses Gmail API restricted scopes | No |
| Sends context to CaseKit's backend to resolve the order | Yes, over HTTPS |
| Logs raw email bodies | No |
| Stores full Gmail threads as its data model | No |
| Shopify access level | Read-only |
| Can refund, cancel, edit or fulfill orders | No |
| Can send email on your behalf | No |
Claims we do not make
A lot of extensions in this category say "nothing ever leaves your browser". For CaseKit that would be untrue, so we do not say it.
Resolving which Shopify order sits behind a conversation happens server-side. That means the minimum context needed for resolution is transmitted. Saying otherwise would be marketing rather than engineering.
What CaseKit is designed to do is use only the support context the current feature needs, and no more.
What is sent to resolve an order
- The sender's email address
- Any order reference found in the message
- A short snippet used to classify the request
Not the thread history. Not your attachments. Not your other conversations.
Questions about this feature
Does CaseKit read my whole mailbox?
No. It reads the conversation currently open in Gmail. It does not use the Gmail API and does not request access to your mail account, so there is no mailbox-wide permission involved.
Does data leave my browser?
Yes, and we would rather say so plainly than make a claim we cannot stand behind. Resolving a Shopify order happens on CaseKit's backend, so the minimum context needed for resolution — the sender's address, any order reference in the message, and a short snippet used to classify the request — is transmitted over HTTPS.
Do you store my emails?
Storing full Gmail threads is not part of how the product works, and raw email bodies are not logged. The privacy policy is the authoritative statement of what is retained.
What Shopify access does it need?
Read-only access to the order, customer and fulfillment data needed to resolve the order behind a conversation. CaseKit cannot refund, cancel, edit or fulfill an order.
Can CaseKit send an email on my behalf?
No. It writes a draft into the composer when you press Insert Reply. Sending is always a human action in Gmail.
Try it on your next customer email
Free plan: unlimited Shopify order lookups and 25 replies a month.