Privacy policy

Octopods Software Systems Limited (“Octopods”, “we”, “us”), a company in the Republic of Ireland, operates CommerceReply. CommerceReply connects a merchant's TikTok Shop with their Intercom workspace, so buyer messages arrive in Intercom and replies go back to the buyer as the shop.

You can reach us about anything in this policy at team@commercereply.com.

Visitors to this site and people who send us a form or an email. We decide why and how this data is used, so we are the controller.

Merchant data. When a merchant uses CommerceReply, we process their buyers' messages and identifiers on the merchant's behalf and on their instructions. The merchant is the controller and we are the processor. Our data processing agreement sets out the terms.

• Forms on this site. What you type and nothing else: for example your work email and the marketplace or helpdesk you use, the roadmap items you vote for, or the details on the early-access form.
• Emails you send us. Your address and what you write.
• Technical logs. Our hosting provider keeps standard request logs (such as IP address, browser and the page requested) to run and protect the site.

We never send what you type into a form to an analytics tool.

• Account details: the name and work email of the people who use CommerceReply, and their company.
• Connection tokens for each TikTok Shop and Intercom workspace you connect, so the connection stays alive.
• The link between each TikTok buyer thread and its Intercom conversation, and the shop and workspace it belongs to.
• Buyer messages and replies, processed on the fly as they pass between TikTok Shop and Intercom, and never stored.

What we do not store

• Message content. We process each buyer message and reply on the fly to deliver it, and never store it.
• Buyer names, phone numbers or addresses. TikTok masks them. We pass the masked values to the screen without writing them down.
• Your TikTok password. You sign in on TikTok's own page. We never see it.
• Payment card numbers. Not needed for messaging, so not collected.

When orders, refunds and the other features on our roadmap arrive, we will update this section before they ship.

Buyers can type personal details into a message. We process each message on the fly, only to deliver it between TikTok Shop and Intercom, and we never store its content. The conversation itself stays in TikTok Shop and in your Intercom workspace. More on our security page.

• To provide CommerceReply to merchants who use it: carrying messages, keeping connections alive and supporting your team. Basis: our contract with you, and the merchant's instructions for merchant data.
• To answer requests you send through a form or by email. Basis: our legitimate interest in replying, or steps you asked for before a contract.
• To keep the service and this site secure, including detecting abuse. Basis: our legitimate interest in security.
• To send product news, only if you ticked the box asking for it. Basis: your consent, which you can withdraw at any time.
• To meet legal obligations, such as keeping billing records. Basis: legal obligation.

We do not sell personal data.

• Our subprocessors, the companies that run parts of the service for us. They are listed on our subprocessors page.
• TikTok and Intercom. These are the merchant's own platforms: the merchant authorises our access to them, and messages travel between them by design. They are not our vendors.
• When the law requires it, or to protect our rights, our users or the public.
• In a merger or sale of our business, in which case we will tell you before your data falls under a different policy.

We are based in Ireland, in the European Union. Some of our subprocessors may process data outside the European Economic Area. When they do, we rely on a European Commission adequacy decision or the Standard Contractual Clauses. Our subprocessors page lists each one and where it processes data.

• Account details: while the account is open, then deleted once it closes, unless the law requires us to keep them.
• Connection tokens: until the shop or workspace is disconnected.
• Links between buyer threads and conversations: while the shop they belong to stays connected.
• Message content: never stored. We process it on the fly and keep nothing once it is delivered.
• Billing records: as long as tax law requires.
• Form submissions and emails: as long as we need to answer and follow up on them.

You can ask to see, correct or delete your personal data, to restrict or object to how we use it, to receive it in a portable format, and to withdraw consent you gave. Write to team@commercereply.com. We will reply within one month.

If you are a buyer from a shop that uses CommerceReply, the shop is in charge of your data. Contact the shop, and we will help them answer your request.

You can also complain to a data protection authority. In Ireland, that is the Data Protection Commission (dataprotection.ie).

This site sets no analytics or advertising cookies. If that changes, we will ask first, decline non-essential cookies by default, and update this section before it happens.

What we hold, what we can do in your accounts, and how access is limited are on our security page. To report a problem, write to security@commercereply.com.

CommerceReply is a service for businesses. It is not meant for anyone under 18, and we do not knowingly collect their data.

We change this policy before we change how we handle data, not after. The date at the top shows the latest version. If a change matters to how we use your data, we will also tell customers by email.

Octopods Software Systems Limited, Republic of Ireland. Email team@commercereply.com.