Hoptroop Merzo privacy policy
Hoptroop Merzo ("Merzo") is an app operated by Hoptroop Technologies ("Hoptroop"). It helps online merchants write personalised messages to their own customers and answer customers who message them on Facebook Messenger, Instagram and WhatsApp. This page says what we collect, why, and how to have it removed.
Who is who
Merchants who install Merzo are our customers. Their shoppers are the merchant's customers, not ours: for shopper data we act on the merchant's behalf and only to provide Merzo to that merchant.
What we collect
- From merchants: name and email of staff who sign in, the store address, and the access tokens that let Merzo read and write on the store and on the connected Facebook Page, Instagram account and WhatsApp number.
- From the merchant's store: products, orders, and shopper details such as name, email, phone number, order history and marketing consent.
- From Meta, when a merchant connects it: messages and comments sent to the merchant's Page, Instagram account or WhatsApp number, the sender's app-scoped ID and profile name, and the merchant's own Page and account details. We request only the permissions needed to read and reply to those messages and comments.
- Analytics for merchants: Merzo includes an analytics dashboard showing the merchant how their messages and customers are performing. It is part of the app and available only to that merchant, after signing in.
- Platform analytics: we use Metabase to monitor platform performance and error logs. It does not use personal data.
- On this website: we use Google Analytics to measure visits to getmerzo.com, which sets cookies and collects data such as pages viewed and device and browser details. If you join the waitlist we also collect the email address and store address you enter.
How we use it
To draft and send messages the merchant approves or has chosen to automate, to reply to customer messages and comments, to measure whether those messages worked, to show merchants their analytics, to monitor platform performance, to understand how this website is used, and to keep the service secure. Message text and shopper details are sent to an AI model provider to generate drafts and replies. We do not sell personal data and do not use Meta data for advertising.
Sharing
Only with service providers that run Merzo for us (hosting, database, AI model, analytics, email and SMS delivery) and with the channels the merchant chooses to send through. We disclose data where the law requires it.
Retention and deletion
We keep merchant and shopper data while the merchant uses Merzo. When a merchant disconnects Meta we stop reading and sending through it immediately. When a merchant uninstalls, or Shopify tells us to erase a shop or a customer, we deactivate the account and erase or anonymise the data. See how to request deletion.
Security
Access tokens are stored encrypted, each merchant's data is isolated from every other merchant's, and webhooks from Meta and Shopify are signature-checked before we act on them.
Your rights
Anyone whose data we hold can ask to see it, correct it, or have it deleted. Shoppers should contact the store they bought from; they can also write to us and we will route the request to the merchant or act on it ourselves.
Contact
Hoptroop, privacy@hoptroop.com.