ChaCha eCommerce – Platform & Data Use Overview

ChaCha eCommerce is a chat-first commerce platform that lets local businesses sell through messaging apps instead of traditional online stores.

It turns your existing messaging presence into an AI-powered shop assistant that knows your products, answers questions, and prepares orders for your customers.

This page explains:

1. What ChaCha does for your business
2. How it connects to messaging channels
3. What data it uses and why
4. How data is protected and how you stay in control

What ChaCha does

• ChaCha helps local businesses:
• Offer a conversational shopping experience in messaging apps
• Recommend products and build carts based on what customers say
• Route conversations to human staff when needed
• Generate picking lists and delivery details once an order is confirmed

The platform is designed for busy local businesses where customers prefer to “just message you” instead of browsing a full eCommerce website (for example: pharmacies, flower shops, bakeries, specialty stores, and similar).

How ChaCha connects to your messaging channels

ChaCha connects your business account on supported messaging channels to:

• Receive messages your customers send to your business
• Let the AI assistant understand customer questions and preferences
• Allow your team to see and manage conversations from a single dashboard
• Create and update carts and orders based on the conversation

Your business remains the primary owner of the customer relationship. ChaCha provides the tools that make those conversations easier to manage and turn into sales.

Types of data ChaCha processes

When you use ChaCha with your messaging channels and commerce workflows, the platform may process the following categories of data:

1. Business account and configuration data

• Business name, logo, and contact details
• Messaging channel identifiers (e.g. business phone number or account ID)
• Store settings such as delivery areas, opening hours, fees, discounts, and policies
• AI configuration such as tone of voice, rules about what can / cannot be sold, and custom instructions

Why we use it:

To identify your business in conversations, apply your rules and policies, and present a consistent brand experience.

2. Customer profile and conversation data

Customer identifiers provided by the messaging channel (e.g. phone number, display name

Messages exchanged between your customers and your business through connected channels

Media and attachments sent in the conversation (for example: product photos, prescription images, reference photos for bouquets or cakes)

Why we use it:

• To understand what the customer wants (e.g. “cake for Saturday”, “flowers under 40”, “pet food for a small dog”)
• To recommend products, ask clarifying questions, and build carts
• To let your team join the conversation, adjust the cart, and confirm orders
• You can always step into a conversation from the merchant dashboard and override or correct the AI’s suggestions.

3. Product, catalog, and order data

• Product catalog (names, descriptions, prices, stock information, tags, categories)
• Additional product notes and rules (for example: “requires prescription”, “not for children under 12”)
• Order information: items, quantities, prices, discounts, delivery method, and status
• Picking-related information for your staff and delivery-related information for couriers

Why we use it:

To allow the assistant to recommend relevant products and bundles

To correctly build carts and orders from what customers request in chat

To generate picking lists and delivery instructions after checkout

4. Payment and billing data

• ChaCha can integrate with payment providers so your customers can pay securely from within or after the chat.
• We receive payment status and transaction references from the payment provider (e.g. “paid”, “failed”, “refunded”)
• We do not store full payment card details; those are handled by the payment provider

Why we use it:

To mark orders as paid and ready for preparation

To generate corrective orders (extra payment or partial refund) when you adjust orders manually

5. Technical and usage data

• Device and browser information when you access the merchant dashboard
• Log data such as timestamps, IP addresses, and error messages
• Aggregated usage metrics (for example: number of conversations, number of orders created via chat)

Why we use it:

1. To secure the platform and prevent abuse
2. To troubleshoot technical issues
3. To improve performance and reliability over time

How we use your data

ChaCha is designed with a simple principle: only use the data that’s needed to provide and improve the service.

We use the data described above in order to:

• Deliver core product features (AI assistant, cart building, order management, picking and delivery workflows)
• Let your staff view and manage conversations with customers
• Configure and enforce your business rules (e.g. restricted items, delivery policies)
• Provide customer support to you and your team
• Generate aggregated, anonymized analytics to help you understand performance (for example, popular products or common questions)

We do not use your customer conversations to contact your customers on our own behalf.

Data sharing and third parties

ChaCha may share data with:

• Messaging and communication providers – to send and receive messages you and your customers exchange
• Payment providers – to process customer payments and confirm payment status
• Delivery and logistics partners – to share only the information needed for pickup and delivery (such as customer name, address, and order contents)
• Infrastructure and hosting providers – to store and process data securely (for example, cloud hosting or database providers)

In all cases, data is shared only to the extent necessary to provide the ChaCha service and fulfill your customers’ orders.

We do not sell your customer data to third parties for their own marketing purposes.

Data retention and deletion

• Conversation and order data is retained for as long as necessary to operate the service, comply with legal obligations, and allow you to access historical conversations and orders.
• You can request deletion of specific data where applicable, subject to legal and contractual requirements.
• If you stop using ChaCha, you can request that we deactivate your workspace and delete or anonymize data in accordance with our data retention practices.
• Details about exact retention periods and procedures can be specified in your agreement with us or in the full Privacy Policy.
• Security
• ChaCha is built with security in mind:
• Data is transmitted over encrypted connections (HTTPS)
• Access to internal systems is restricted to authorized staff who need it to operate the service
• Operational and security practices are regularly reviewed and improved

Even with strong technical controls, no online service can guarantee absolute security. We encourage all merchants to follow security best practices (for example, strong passwords, two-factor authentication where available, and restricted access for staff accounts).

Your responsibilities as a merchant

When you use ChaCha, you remain responsible for:

• Complying with applicable laws and regulations in your country and industry
• Providing accurate and up-to-date information about your products, prices, and policies
• Informing your customers about how you use their data and what tools you use to process it
• Deciding which products can be sold via chat and configuring restrictions appropriately
• Reviewing and approving orders before fulfillment, especially for sensitive or restricted products

ChaCha provides the tools and automation; you control how they are used in your business.

Contact

If you have questions about how ChaCha works, how it uses data, or how to configure it for your business, please reach out:

ChaCha eCommerce – Contact

Email: web@promocrat.ro