隐私政策
本隐私政策由 深圳客巢（Kechao，以下简称“我们”）制定，适用于我们运营的网站、在线客服系统、售后与订单处理系统，以及我们通过第三方电商平台（包括但不限于 eBay）官方 API 获取的数据。我们尊重并保护用户隐私，并按照本政策处理您提供给我们的信息。
一、我们收集哪些信息
1. 您主动提供的信息
- 联系方式：姓名、邮箱、电话、即时通讯账号；
- 咨询内容：您与客服沟通时提交的文字、图片、附件；
- 售后信息：订单号、退换货原因、物流信息。
2. 我们通过业务系统自动收集的信息
- 设备与日志信息：IP 地址、浏览器类型、访问时间、页面访问记录；
- 客服会话信息：会话内容、会话状态、标签与处理记录（用于售后跟进与质量抽检）。
3. 我们通过电商平台官方 API 获取的信息
当您在我们的电商平台店铺下单或与我们发生售后互动时，我们可能通过平台官方 API 获取以下与您订单相关的信息：
| 数据类别 | 示例字段 | 用途 |
|---|---|---|
| 订单信息 | 订单号、商品名称、数量、金额、下单时间、订单状态 | 履约、发货、售后处理 |
| 收货信息 | 收件人姓名、收货地址、联系电话 | 发货与物流配送 |
| 物流信息 | 承运商、运单号、物流节点 | 查询与售后 |
| 账号标识 | 平台用户名 / 用户 ID | 订单归属、账号删除请求处理 |
| 沟通信息 | 站内消息、退货/纠纷说明 | 客服回复与争议处理 |
我们不会通过 API 获取或存储您的完整支付卡号、平台登录密码等敏感凭据。付款均由平台完成，我们不接触您的银行卡信息。
二、我们如何使用这些信息
- 完成订单履约、发货、退换货与售后支持；
- 回复您的咨询，提供产品使用指导；
- 处理纠纷、投诉与平台合规要求；
- 改进产品与服务（我们仅在必要范围内使用，且不会将您的个人信息用于与上述目的无关的用途）；
- 履行法律法规规定的义务。
三、信息的共享与委托处理
我们不会出售您的个人信息。仅在以下情形共享或委托处理：
- 电商平台：为完成订单与售后，按平台规则回传必要信息（如发货状态、物流单号）；
- 物流承运商：为配送目的提供收件人姓名、地址、电话；
- 技术服务商：云服务器、客服系统、自动化流程与 AI 辅助回复服务，仅在受托范围内处理数据，并受保密义务约束；
- 法律要求：依据法律法规、司法或行政机关的合法要求披露。
四、信息的存储与保留期限
- 存储地点：我们的服务器位于中国内地、中国香港及新加坡等地区；
- 保留期限：订单与售后记录在交易完成后保留 3 年；客服会话记录保留 12 个月；日志信息保留 6 个月；法律法规另有规定或为解决争议所必需的，按规定或必要期限保留；
- 超出保留期限后，我们将删除或匿名化处理。
五、您的权利
您有权访问、更正、删除您的个人信息，撤回同意，或获取我们处理您信息的说明。您可以通过本政策末尾的联系方式提出请求，我们将在 30 天内答复并处理。
六、电商平台账号删除通知（Marketplace Account Deletion）
我们已接入电商平台（eBay）的 Marketplace Account Deletion 通知机制。
- 当平台用户行使账号删除权时，平台会向我们发送删除通知，内容包括该用户的平台用户名、用户 ID、通知类型与通知时间；
- 我们仅将上述信息用于定位并删除该用户在我们系统中留存的个人数据；
- 我们会在收到通知后 30 天内完成删除，并向平台回执处理结果（删除成功，或系统中不存在该用户个人数据）；
- 为满足税务、会计或法律合规要求而必须保留的交易记录，将按法律要求保留，但不再用于任何营销或联系用途。
七、Cookie 与类似技术
我们可能使用 Cookie 及类似技术维持会话、记住语言偏好并统计访问情况。您可以通过浏览器设置管理或删除 Cookie；禁用后部分功能可能无法正常使用。
八、信息安全
我们采用 HTTPS 加密传输、访问权限控制、日志审计等措施保护信息安全。尽管如此，互联网传输不存在绝对安全，请妥善保管您的账号信息。
九、未成年人保护
我们的产品与服务面向企业及成年消费者。若您为未成年人，请在监护人同意与指导下使用。
十、政策更新
我们可能适时更新本政策。重大变更时，我们将在本页面显著位置提示，并更新“最近更新”日期。
十一、联系我们
运营主体：深圳客巢（Kechao）
地址：深圳市龙岗区坂田街道神舟电脑大厦 0767
邮箱：sophie@szkechao.com
电话：+86 135 3761 9493
Privacy Policy
This Privacy Policy is issued by Kechao (Shenzhen Kechao) (“we”, “us”, “our”). It applies to our websites, our customer-service and after-sales/order-processing systems, and the data we obtain through official third-party marketplace APIs (including but not limited to eBay).
1. Information We Collect
1.1 Information you provide
- Contact details: name, email address, phone number, messaging account;
- Support content: text, images and attachments you submit in conversations;
- After-sales details: order number, reason for return/exchange, shipping information.
1.2 Information collected automatically by our systems
- Device and log data: IP address, browser type, access time, page views;
- Support-session data: conversation content, status, tags and handling records (for follow-up and quality review).
1.3 Information obtained through official marketplace APIs
When you place an order in our marketplace store or interact with us regarding an order, we may obtain the following order-related data through official APIs:
| Category | Examples | Purpose |
|---|---|---|
| Order data | Order ID, item title, quantity, amount, order date, status | Fulfilment, shipping, after-sales |
| Delivery data | Recipient name, shipping address, phone number | Shipping and delivery |
| Tracking data | Carrier, tracking number, delivery events | Tracking and after-sales |
| Account identifiers | Marketplace username / user ID | Order attribution, deletion requests |
| Communications | Marketplace messages, return/dispute details | Customer support, dispute handling |
We do not obtain or store full payment card numbers or marketplace login credentials. Payments are processed by the marketplace; we never see your card details.
2. How We Use Information
- To fulfil orders, ship products and handle returns and after-sales support;
- To answer your enquiries and provide product guidance;
- To handle disputes, complaints and marketplace compliance requirements;
- To improve our products and services, strictly within the scope described above;
- To comply with applicable legal obligations.
3. Sharing and Processors
We do not sell personal information. We share or entrust data only as follows:
- Marketplaces: to update order and fulfilment status as required by platform rules;
- Carriers: recipient name, address and phone number, for delivery only;
- Service providers: cloud hosting, helpdesk software, workflow automation and AI-assisted reply services, acting as processors under confidentiality obligations;
- Legal requirements: where required by law, court order or a competent authority.
4. Storage and Retention
- Location: our servers are located in mainland China, Hong Kong and Singapore;
- Retention: order and after-sales records are kept for 3 years after the transaction; support conversations for 12 months; logs for 6 months; longer where required by law or necessary to resolve disputes;
- After the retention period, data is deleted or anonymised.
5. Your Rights
You may request access to, correction of, or deletion of your personal information, withdraw consent, or ask how your data is processed. Please contact us using the details below; we will respond within 30 days.
6. Marketplace Account Deletion Notifications
We support marketplace (eBay) Marketplace Account Deletion notifications.
- When a marketplace user exercises their right to account deletion, the marketplace sends us a notification containing the user’s marketplace username, user ID, notification type and time;
- We use this information only to locate and delete that user’s personal data in our systems;
- We complete deletion within 30 days of receiving the notification and acknowledge the outcome to the marketplace (data deleted, or no personal data found);
- Records we must keep for tax, accounting or legal compliance are retained only as required and are no longer used for marketing or contact purposes.
7. Cookies
We may use cookies and similar technologies to maintain sessions, remember language preferences and measure traffic. You can manage or delete cookies in your browser settings; some features may not work if cookies are disabled.
8. Security
We use HTTPS encryption in transit, access controls and audit logging to protect information. No transmission over the Internet is completely secure; please protect your own account credentials.
9. Children
Our products and services are intended for businesses and adult consumers. Minors should use them only with the consent and supervision of a guardian.
10. Changes
We may update this policy from time to time. Material changes will be highlighted on this page, and the “Last updated” date will be revised.
11. Contact Us
Operator: Kechao (Shenzhen Kechao)
Address: Room 0767, Shenzhou Computer Building, Julifuren Blvd, Bantian Street, Longgang District, Shenzhen, China
Email: sophie@szkechao.com
Tel: +86 135 3761 9493