Privacy Policy

How we protect and handle your information

Effective Date: September 19, 2025

AI Technology Notice

Our service uses artificial intelligence and automated decision-making technology (ADMT) to provide customer support responses. This AI processes your messages to generate automated replies and recommendations. You have the right to opt out of AI processing and request human support at any time by emailing [email protected] or texting "HUMAN" to 720-500-7000.

At Returned.com, we are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, and safeguard your information when you use our AI Assistant SMS service.

1. Information We Collect

The categories of personal data we collect depend on how you interact with us and our services. We collect personal data directly from you, automatically when you use our services, and from third-party sources.

1.1 Personal Data Provided by Individuals

Contact Information

Phone Number: Mobile phone number when you opt-in to our SMS service
Email Address: When you contact support or create an account
Name: First and last name when provided for account setup or support
Mailing Address: If required for billing or legal purposes
Communication Preferences: Your preferred contact methods and times

We use this information primarily to provide our SMS service, communicate with you directly, and send service-related notifications.

Customer Content

SMS Messages: Text messages you send to our AI assistant
Voice Recordings: If you use voice-to-text features (with explicit consent)
Shared Documents: Any files or images you share for customer service assistance
Service Requests: Details about customer service issues you need help with
Email Integrations: E-commerce and in-store purchase information from email inboxes you connect

We use this content primarily to provide AI assistant services, facilitate your requests, and improve our service quality.

Sensitive Information

Financial Information: Information revealed through customer service requests
Health Information: If disclosed in customer service contexts
Legal Information: Details about legal disputes or regulatory complaints

We process sensitive information only as necessary to provide requested customer service assistance and with appropriate additional safeguards.

1.2 Information Automatically Collected

We and our third-party partners automatically collect information through various data collection technologies when you engage with our services.

Device and Network Information

Device Identifiers: Device type, manufacturer, model, operating system version
Network Information: IP address, Internet service provider, connection type
Browser Information: Browser type, version, language settings, timezone
Mobile Carrier: Wireless carrier information and signal strength

Usage and Interaction Data

Service Usage: How frequently you access our services and feature usage patterns
Message Patterns: Timing, frequency, and interaction styles with our AI assistant
Navigation Data: Pages visited, time spent, and click-through patterns

2. How We Use Your Information

We use your information to:

Provide AI assistant services via SMS using automated decision-making technology
Respond to customer service inquiries through AI and human support
Maintain service context and history for personalized support
Remember your communication preferences and service patterns
Send account notifications and service updates
Train and improve our AI models (using de-identified data only)
Comply with legal obligations
Prevent fraud and ensure service security

3. Information Sharing and Disclosure

We do not sell, rent, or trade your personal information to third parties for marketing purposes. We may share your information only in the following circumstances:

4. SMS-Specific Privacy Practices

Data Retention Policy

SMS Messages

Raw messages retained for 90 days, then automatically deleted

Service Context

Interaction patterns and preferences retained for 2-3 years

Phone Numbers

Retained until you opt out, then deleted within 30 days

AI Training Data

De-identified patterns retained indefinitely (no personal identifiers)

Opt-Out Rights

You can stop receiving messages through multiple methods:

Text "STOP" to 720-500-7000
Email [email protected] with "UNSUBSCRIBE"
Reply "stop" or "unsubscribe" to any message
Text "HUMAN" to request AI opt-out and human support only

All opt-out requests are processed within 10 business days as required by TCPA regulations.

5. Data Security

We implement appropriate technical and organizational measures to protect your information, including:

Encryption of data in transit and at rest
Regular security assessments and updates
Access controls and employee training
Secure data centers and infrastructure

6. Your Rights

Access

Request information about the data we have about you

Correction

Request correction of inaccurate information

Deletion

Request deletion of your personal information

Opt-Out

Stop receiving SMS messages or AI processing

Portability

Request a copy of your data in portable format

Human Review

Request human review of AI-generated decisions

How to Exercise Your Rights

Email [email protected] with your request
Text "PRIVACY" to 720-500-7000
Text "DELETE HISTORY" to remove service context data
We will respond within 30 days (45 days for complex requests)

7. AI and Automated Processing

How Our AI Works

Our AI assistant:

Analyzes your messages to understand your requests
Generates automated responses based on trained models
Makes decisions about routing to human support
Uses generative AI to communicate with merchants regarding your return requests
Processes receipt data and facilitates retailer communications

Your AI Rights

Request human review of any AI decision
Opt out of AI processing entirely
Understand the logic behind AI decisions affecting you
Withdraw consent for AI model training

8. Regional Privacy Rights

California Residents (CCPA/CPRA)

Right to know what personal information we collect
Right to delete personal information
Right to opt-out of sale/sharing (we don't sell data)
Right to correct inaccurate information
ADMT Rights: Opt out of automated decision-making

European Union, UK, and Switzerland

Enhanced rights under GDPR and UK GDPR
Right to data portability and restriction of processing
Right to object to processing based on legitimate interests
Right to lodge complaints with supervisory authorities

9. Children's Privacy

Our services are not intended for children under 18 years of age. We do not knowingly collect personal information from children under 18. If we learn we have collected information from a child under 18 without parental consent, we will delete that information.

10. Updates and Changes

We may update this Privacy Policy from time to time. We will notify you of material changes by:

Posting the updated policy on our website
Sending an SMS notification (if you're subscribed)
Email notification for significant changes

Last Updated: September 19, 2025
Next Review Date: March 19, 2026

11. Contact Us

Privacy Team

[email protected]

For privacy-related questions and requests

General Support