Privacy Policy

Data controller: Michael Connolly, trading as ParcelClaim.

Business correspondence address:
Office 1786
92 Castle Street
Belfast
Northern Ireland
BT1 1HE

ICO registration reference: ZC132809

What personal data we collect

When you create a letter, you may enter personal information such as your name, postcode, order details, retailer name, courier name, tracking number, item description, item value, and extra details about your parcel issue.

How the letter generator and paid case recovery work

The information you enter into the form is used to generate your original letter in your browser. When you start checkout, ParcelClaim securely saves an encrypted copy of the case details, original letter text and subject line against your Stripe Checkout session. This lets us restore the correct document after payment even if your browser loses its saved details. Your letter content is not added to Stripe metadata.

The temporary checkout copy is available for restoration only after the payment is verified. It expires after 30 days. A daily scheduled cleanup removes expired checkout copies and their ownership records, normally within 24 hours of expiry. Expired copies cannot be restored while awaiting deletion. Once the purchased case has been securely saved, its temporary checkout copy is removed. Abandoning checkout does not create a purchased case.

Purchased-case content is stored in an encrypted form in ParcelClaim's Cloudflare-hosted case database. The recoverable record may include the case details you supplied, the original generated letter and subject line, a random case identifier, the Stripe Checkout session identifier, whether the optional Claim Pack has been paid for, and relevant timestamps. ParcelClaim does not store Stripe card details.

For email-based recovery, ParcelClaim uses the email address supplied through Stripe Checkout to create a secure lookup value. The recoverable case database does not need to store a readable copy of that checkout email. If you later request access, you enter the checkout email again and, where a matching active purchase exists, ParcelClaim uses an email-delivery provider to send a one-time recovery link to that address.

Recoverable purchased-case records normally expire 365 days after the original checkout was created; revisiting a purchase does not restart that period. Expired records cannot be recovered and are removed by daily scheduled cleanup, normally within 24 hours. Recovery links expire after 30 minutes and can be used once. You can also use the dashboard's “Delete online copy” control to remove ParcelClaim's recoverable copy earlier. We may retain separate payment, accounting, fraud-prevention or support records for longer where required or justified.

To help you leave and return to the form before payment, ParcelClaim may save the details you enter in local storage on your device for up to 7 days from your last change. This saved draft stays in your browser and is used to restore your form. The 7-day draft is cleared after a successful purchase, when it expires, when you use “Clear saved details”, or when you clear your browser data. We do not save Stripe card details in this draft. Temporary session storage may still hold form details and a payment reference during checkout. An essential Secure, HttpOnly ownership cookie, lasting up to 30 days, is required alongside verified payment to restore a checkout document. Only a hash of that cookie is stored on the server. If browser data is cleared, access requires a one-time link sent to the checkout email. A payment reference alone does not grant document access. Checkout-return pages do not load Clarity.

After a verified purchase, ParcelClaim may also save signed access tokens in local storage on your device so the dashboard opens quickly on that device. These tokens do not contain Stripe card details. Clearing them removes local access but does not by itself delete the encrypted recovery copy held by ParcelClaim; use “Delete online copy” if you also want that recoverable copy removed.

When you use the paid Claim Pack, ParcelClaim's serverless functions may process the saved case, your selected follow-up route and any optional reply summary or dates you provide in order to generate the requested follow-up, escalation, evidence and next-step content. Optional later reply summaries and dates are used to generate the requested output and are not intentionally added to the persistent purchased-case record by the Claim Pack generator.

Why we process your data

We process the information you provide so that we can generate the document you request and provide the service you purchase. The legal basis under UK GDPR is performance of a contract.

Payments

Payments are processed securely by Stripe. We do not see or store your full card details. Stripe may process and retain payment, billing, fraud prevention, and transaction information in accordance with its own legal obligations and privacy policy.

Emails and support

If you contact us by email, we will use your email address and any information you provide to respond to your enquiry. We may keep support emails for up to 12 months unless a longer period is required for legal, tax, accounting, fraud prevention, or dispute purposes.

Data sharing

We do not sell your personal data. We may share limited information with service providers where needed to operate the website, process payments, provide analytics where you have consented, respond to enquiries, comply with legal obligations, or protect against fraud and misuse.

Our main service providers currently include Cloudflare for website/serverless/database infrastructure, Stripe for payment processing, Resend for secure case-recovery emails, and Microsoft Clarity for optional website analytics.

Cookies, browser storage and analytics

ParcelClaim uses browser storage for functions such as auto-saving form progress for up to 7 days, restoring details during checkout, keeping signed dashboard access tokens on the same device, and remembering your analytics choice. This may include session storage and local storage in your browser. Browser storage is separate from the encrypted purchased-case recovery copy described above.

We also use Microsoft Clarity to understand how visitors use ParcelClaim and to improve the website. Clarity is only loaded by ParcelClaim after you choose “Accept analytics” in our analytics banner.

When analytics is enabled, Clarity may collect information about how you interact with the website, such as pages visited, clicks, scrolling, navigation and session interactions, together with browser, device and performance information. Clarity may use cookies or similar technologies as part of this analytics service.

We use this information to understand website usage, identify usability problems and improve ParcelClaim. Our basis for using non-essential analytics is your consent. If you reject analytics, ParcelClaim does not intentionally load Microsoft Clarity through our website code or send ParcelClaim funnel events.

When you have accepted analytics, ParcelClaim may also record a small set of first-party analytics events so we can understand guide traffic and which pages lead to use of the free guided-resolution flow, the complaint form and paid purchases. These events can include a random analytics-session identifier, a guide page path, a consented guide view deduplicated for the same anonymous session and guide, whether the guided flow was started, whether a recommendation was shown, whether the optional paid complaint was selected, whether the form was started or Step 2 was reached, checkout/purchase event type, timestamp, and limited Stripe Checkout or case identifiers needed to connect a verified purchase to its source page. Purchase events may also record the amount paid in pence.

ParcelClaim does not intentionally copy your name, postcode, tracking number, order number, item description, letter text, reply summary or payment-card details into this analytics table. The first-party funnel data is stored in ParcelClaim's Cloudflare-hosted database. The same privacy-minimised source and analytics identifiers may be added to Stripe Checkout metadata so a successful £2.99 letter or Claim Pack purchase can be attributed to the page that led to it.

First-party funnel analytics are normally retained for up to 400 days and are then eligible for deletion. Withdrawing analytics consent prevents new optional funnel events from being sent from that browser. Existing records may remain until the normal retention period expires, subject to your data-protection rights.

Microsoft processes Clarity data in accordance with its own privacy terms. You can read more in the Microsoft Clarity cookie documentation and the Microsoft Privacy Statement.

You can change or withdraw your analytics choice at any time using the button below. This will clear ParcelClaim's saved analytics preference and show the analytics choice again.

Your rights

Under UK data protection law, you may have the right to request access to your personal data, correction of inaccurate data, deletion of data, restriction of processing, objection to processing, and data portability.

To exercise your rights, contact us at info@parcelclaim.co.uk.

Complaints

You have the right to complain to the UK Information Commissioner’s Office. You can find more information at ico.org.uk.

Changes to this policy

We may update this Privacy Policy from time to time. The latest version will always be available on this page.

Last updated: 1 October 2026