Privacy Policy

1. Scope

This Privacy Policy applies to:

• Merchants: Businesses using Retner’s Services to build flows, run broadcasts, and automate customer engagement.
• Shoppers: End-users transacting or interacting on merchant websites powered by Retner solutions.
• Visitors: Individuals visiting our website or interacting with our marketing content.
• Partners: Users interacting with Retner for demos, support, collaborations, or marketing.

2. Information We Collect

We collect information to provide a seamless conversational experience and to power our visitor identification network.

2.1 Personal Data (Shoppers & Merchants)

Depending on your interaction with our Services, we may collect:

• Identity Data: Name, mobile number (including OTP verification data), and email address.
• Delivery Data: Shipping address, billing address, and pin code (for address verification).
• Transaction Data: Order details, purchase amount, payment method preference (UPI, COD, Card), and cart items.
• Technical Data: Device type, browser version, IP address, operating system, and session information.

Note: We do not process or store sensitive credit card credentials. Payment transaction processing is handled securely by authorized partner payment gateways.

2.2 Retner Pass Data (Visitor Identification)

When Retner Pass is enabled on a merchant website, we process specific data to enable features like anonymous visitor recognition and pre-filled billing detail suggestions:

• Network Identifiers: Encrypted and hashed identifiers that allow us to securely recognize a returning shopper across the Retner merchant network.
• Behavioral Signals: Session-level interactions and patterns (such as product browsing or cart abandonment) to calculate shopper intent scores.
• Verification Status: Phone number and email verification status to ensure security.

2.3 Information Collected Automatically

• Cookies & Trackers: We use session logs, cookies, and tags to keep sessions secure, analyze trend indicators, and optimize site speed.
• Usage Logs: Details on navigation pathways, time stamps, page interactions, and error logs.

3. How We Use Your Information

We use personal data for the following lawful purposes:

• Service Delivery: To run WhatsApp marketing automation, trigger broadcasts, manage shared CRM team responses, and verify shoppers.
• Network Benefits (Retner Pass): To recognize you across participating merchant sites, autofill delivery credentials (only with your verification), and reduce checkout friction.
• Fraud & RTO Prevention: To analyze buyer behavior, identify high-risk Cash on Delivery (COD) orders, and reduce Return-to-Origin (RTO) cargo failures.
• Communication: To deliver cart recovery notifications, shipping alerts, feedback requests, and order alerts via WhatsApp, SMS, RCS, or Email.
• Analytics & Optimization: To optimize chat routing, improve AI conversational intent detection, and fix platform issues.

4. Data Ownership and Roles

To ensure compliance with the DPDP Act, 2023, we define our roles as follows:

• Merchant Data: For order details, specific logs, and buyer parameters collected on behalf of a Merchant, the Merchant acts as the Data Fiduciary, and Retner acts as the Data Processor.
• Retner Data: For data independently collected or generated by our Services (including Retner Pass network identifiers, behavioral insights, and aggregate risk models), Retner acts as a Data Fiduciary. We use this data to enable cross-merchant functionality, fraud models, and user identification.

We do not sell your personal data.

5. Data Sharing and Disclosure

We may share your information with trusted third parties to facilitate the Services:

• Merchants: We share your name, delivery information, and cart parameters with the specific merchant from whom you make a purchase.
• Service Providers: We work with third-party vendors for:
  • Communication: Official Meta WhatsApp Business API channels, SMS gateways, and RCS network providers.
  • Hosting & Cloud: Secure infrastructure hosting (such as AWS or Google Cloud).
• Legal Compliance: If required by court orders, search warrants, or government agencies to detect or prevent illegal activity.

6. Children’s Privacy

Our Services are strictly intended for individuals who are 18 years of age or older and legally competent. Retner does not knowingly solicit or collect data from minors. If we discover that personal data of a minor has been collected without parental consent, we will take immediate steps to remove that information.

7. Data Security & Retention

We employ appropriate administrative, technical, and physical security measures to safeguard data against loss, unauthorized access, alteration, and misuse.

We retain personal data only for as long as needed to fulfill operational business targets, enforce legal agreements, resolve disputes, or comply with financial and tax regulations under Indian law. Once no longer required, data is deleted or anonymized.

8. Your Rights

Under the DPDP Act, 2023, you hold the following rights regarding your data:

• Access & Summary: Request information about what data we hold and process.
• Correction & Update: Ask to correct inaccurate or outdated records.
• Erasure: Request the deletion of your personal data, subject to legal and regulatory exceptions.
• Consent Withdrawal: Withdraw consent previously given for processing features.
• Grievance Redressal: Raise a complaint with us or directly to the Data Protection Board.

To exercise these rights, please write to us at support@retner.ai.

9. Grievance Redressal

If you have concerns about how your data is handled or wish to register a complaint, please contact our designated Grievance Officer. We aim to address and resolve all legitimate grievances within thirty (30) days.

10. Contact Us

For inquiries, feedback, or further details regarding this privacy framework, contact us at:

• Email: support@retner.ai
• Website: https://www.retner.ai