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, Inc., 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 Reeva, our AI assistant service. Reeva is an AI product developed and powered by Returned.com, Inc.
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
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 type, manufacturer, model, OS version
- IP address, Internet service provider, connection type
- Browser type, version, language, timezone
- Wireless carrier information and signal strength
Usage and Interaction Data
- How frequently you access our services
- Feature usage patterns
- Timing, frequency, and interaction styles
- 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:
Service Providers
SMS service providers, cloud computing partners, and customer support platforms necessary for service delivery.
Legal Requirements
When required by law, court order, subpoena, or regulatory request.
Business Transactions
In connection with mergers, acquisitions, or asset sales (with appropriate notice).
With Your Consent
When you specifically direct us to share your information with third parties.
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: January 19, 2026
Next Review Date: July 19, 2026
11. Contact Us
SMS Support
720-500-7000
Text 'HELP' for assistance
Mailing Address
4845 Pearl East Cir Ste 118 PMB 48238
Boulder, Colorado 80301