Privacy policy

Who this is about

Merchants are the businesses that sign up and connect their Facebook Page or run a shop website. Customers include people who message that Page and shoppers on the shop website. The merchant controls customer data; we process it on the merchant’s behalf to run their shop. Each shop’s data stays separate from other shops.

What we collect

• Merchant accounts: name, verified mobile number, email where supplied, password stored as a hash, invited teammates, and shop details submitted for review.
• Facebook connection: the merchant’s Facebook identifier, connected Page identifier and name, and Page access token. Tokens are encrypted at rest and used only to operate the connected Page for that merchant.
• Messenger conversations: messages, photos, files, voice notes and Facebook customer identifiers. Meta provides first and last name and a profile picture where available; gender and locale are received only when Meta grants the relevant access and returns them.
• Orders and shop records: products, stock, items, prices, customer phone numbers, addresses and payment notes.
• AI reply drafts, the merchant’s edits and approvals, and AI processing records.
• Technical logs needed to run and secure the service; message content is kept out of these logs.

Shoppers on shop websites

When you use a shop website, we collect your name, phone number, delivery address and order details. For phone login, we process your phone number and the six-digit SMS verification code. Login, language and cart storage are needed to provide the shop service. Karbaar processes shopper data for the merchant to run the shop, deliver orders and send login codes and order SMS. We control our own security and abuse logs, including hashed IP addresses and rate-limit records.

Shopper data uses AWS hosting and databases in Mumbai, India; Cloudflare network protection and R2 storage in the APAC region for files and backups; and BulkSMSBD for login codes and order SMS. Meta receives Pixel and Conversions API data only when the shop enables them and you accept tracking. Declining stops both browser and server-side tracking. OpenAI processes conversation text and images only for the shop’s Messenger chats. The shop shares your name, phone and address with its delivery company.

Orders are kept while the shop account exists; personal fields are anonymised on erasure. Login sessions last 30 days, renewed with use; login codes are kept for 24 hours. The retention and backup periods below also apply to shoppers.

You can see and correct your details in the shop’s /account page and request erasure there after verifying your phone. You can also write to info@ongkurtech.com. Our team reviews requests and completes erasure within 30 days of the request, or of the last unfinished order being delivered, cancelled or returned. Erasure covers data held by that shop for your phone number, including Messenger chats, and does not affect other shops. Order items and totals remain, with personal fields removed. Contact the shop for other order questions.

Earlier Messenger chats

When a returning customer first writes after the Page is connected, we may import their earlier Messenger chat with that Page: up to the last 90 days, at most 50 messages, or fewer if Meta returns fewer. This happens once per customer for that connection, to give the merchant and assistant context. Deleted history is not re-imported after a completed erasure.

How we use it

• To verify accounts, review shops, show conversations, manage catalog and orders, and help merchants reply.
• To let Sowdagor AI suggest replies; a person approves every AI reply before it is sent.
• To operate and secure the service and provide support. Staff access to customer content is limited, time-bound and audited.
• We do not sell data or use it for our own advertising. A shop may enable Meta tracking for its own advertising, subject to your tracking choice.

Who processes it for us

• Meta (Facebook and Messenger): Page connection, profile information and message delivery; Pixel and Conversions API when a shop enables them and the shopper accepts tracking.
• OpenAI: conversation text and images needed to suggest Messenger replies.
• Cloudflare: network protection, including R2 storage in the APAC region for photos, files, voice notes and backups.
• Amazon Web Services (AWS, Mumbai, India): hosting the service and database.
• BulkSMSBD: merchant verification SMS, shopper login codes and order SMS.
• Resend: account and service emails to merchants.

How long we keep it

• Conversations, messages and attachments: 365 days after the conversation’s last message. Inactive customers without orders are deleted with their last conversation.
• AI processing records and reply drafts: 90 days. Customer image descriptions: 90 days after their last update.
• Raw Meta webhook payloads: 30 days.
• Orders, order items and inventory movements: while the merchant account exists. Customer identity fields are anonymised on a customer deletion request; business records remain.
• Successful background jobs and processed events: 14 days. Failed jobs remain until staff clear them.
• Expired, used or revoked sessions, account tokens and invitations: a further 30 days; abandoned uploads: 24 hours.
• Audit records: a 24-month retention period; support-access grants: 24 months after they end. Audit records contain identifiers and actions, not customer content.
• Deleted data may remain in database dump backups for up to 30 days and in base backups until seven newer base backups replace them. Backups are not rewritten; erasures are replayed after a restore.

Disconnecting and deleting your data

Disconnect the Page in Settings or remove Karbaar in Facebook’s Business Integrations settings. Removing the app disconnects the Page and stops all use of its access, including reading history and sending messages. Disconnecting alone does not delete existing shop records.

To close a merchant account, or for a customer to request deletion, write to info@ongkurtech.com. Staff handle these requests manually and delete the requested account data or customer personal data within 30 days of the request. For customer requests, messages, attachments and addresses are deleted and personal fields on retained orders are anonymised. Shop website shoppers follow the request process and unfinished-order timing in “Shoppers on shop websites” above.

Meta’s data-deletion callback also provides a confirmation code and a status URL. The example link shows the format; replace EXAMPLE_CODE with the code Meta gives you. Other shop data can be deleted on request through info@ongkurtech.com.

Changes

We update the date above when this policy changes and notify merchants by email and in the dashboard.