Privacy Policy

Oct 24, 2025

Introduction

Welcome to Aijia Customer Service. Aijia Customer Service provides AI customer service operations for ecommerce, social commerce, private-domain, and multi-platform merchants, helping teams manage customer conversations, knowledge, authorized back-office actions, human review, and evidence capture.

This Privacy Policy explains how we collect, use, store, and protect information when providing the service. By using Aijia Customer Service, you agree to this policy.

Information We Collect

We may collect the following information:

Account Information
- Name, email address, contact details, company or team information, login credentials, and account settings.
- Used for account creation, identity verification, access control, support, and security notices.
Business Configuration and Support Content
- Product information, FAQs, shipping and after-sales policies, brand tone, risk rules, customer conversations, review records, and action evidence that you upload or configure.
- Used to provide AI replies, knowledge retrieval, support operations, quality review, and audit trails.
Usage and Runtime Data
- Access time, feature usage, task status, error logs, review results, action results, and usage statistics.
- Used to troubleshoot issues, improve the product, maintain service stability, and calculate subscription usage.
Device and Network Information
- Client software, device type, operating system, IP address, language settings, and access logs.
- Used for security, anomaly detection, compatibility improvements, and abuse prevention.
Payment and Billing Information
- Orders, invoices, subscription status, payment provider transaction status, and necessary billing details.
- We do not intentionally store full card numbers. Payment details are handled by payment providers under their own rules.

How We Use Information

We use information to:

provide, maintain, and improve Aijia Customer Service;
generate, review, and manage customer service replies;
perform authorized back-office lookup, action preparation, and evidence capture;
manage accounts, teams, roles, permissions, and subscriptions;
protect security and prevent fraud, abuse, or unauthorized access;
provide support, troubleshooting, and operational notices;
comply with legal obligations, audits, and dispute resolution needs.

We do not sell personal information. We share information only when necessary:

with service providers or partners under confidentiality obligations;
to comply with laws, regulations, court orders, or lawful government requests;
to protect the rights, property, or safety of Aijia Customer Service, users, or the public;
with your explicit authorization or instruction.

Data Security

We use access controls, permission isolation, audit logs, encrypted transmission, backups, and monitoring to protect data. No internet service can be absolutely secure. You are responsible for protecting account credentials and avoiding shared accounts or untrusted devices.

Platforms and Third-Party Services

Aijia Customer Service may connect with ecommerce platforms, social platforms, messaging tools, payment providers, email providers, and other third-party services. Those third parties process information under their own terms and privacy policies. You must ensure that you have the legal right to connect the relevant accounts, stores, pages, or channels.

Data Retention

We retain information as long as needed to provide the service, perform contracts, meet compliance obligations, and resolve disputes. You may request access, correction, or deletion of certain information under applicable laws and account settings. Some audit, billing, security, and compliance records may need to be retained for a reasonable period.

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