Privacy Policy

Overview

This Privacy Policy explains how SendBack, Inc. (“SendBack,” “we,” “us,” or “our”) collects, accesses, uses, processes, stores, and shares information through our website and services.

SendBack is a reverse logistics technology company. We operate Atlas, our universal returns layer, which helps merchants evaluate, route, and manage returned, excess, and unused inventory.

The information we process depends on how you interact with SendBack and, where applicable, how a merchant uses our services.

Information You Provide to SendBack

We receive personal information when you choose to provide it to us, including through our website and services.

This may include:

• Contact form: your name, email address, company or organization, inquiry type, your message, and optionally your role/title, company website, and follow-up information related to your inquiry.
• SendBack Fit Assessment: responses about your company, commerce and returns technology, fulfillment model, return volume, current challenges, and the contact details you provide.
• Newsletter signup: your email address and, optionally, your first name and company.
• Waitlists and similar services: your name, email address, and other information you voluntarily provide when opting into a waitlist or similar SendBack service.
• Other communications: information you provide when communicating with us, requesting support, participating in a demonstration, or otherwise interacting with SendBack.

Submitting a contact form or assessment does not subscribe you to marketing emails unless you separately choose to receive them.

Merchant Data

In providing our services, SendBack may process information provided or made available by participating merchants or through third-party services they connect to SendBack. We refer to this information as “Merchant Data.”

Merchant Data may include information relating to:

• customers;
• orders and returns;
• products and catalog information;
• inventory;
• shipping and fulfillment; and
• other information necessary to evaluate, route, execute, or track a return or inventory disposition.

Merchant Data remains subject to the merchant's own privacy practices and applicable agreements with SendBack.

Customer Information Within Merchant Data

Our services may need to access limited personal information contained within Merchant Data, such as names, email addresses, telephone numbers, and shipping or billing addresses.

We access this information only when needed to perform an authorized workflow. For example, customer information may be needed to generate a shipping label or route a returned item to its appropriate destination.

Personal information accessed solely to execute a transactional routing workflow is not used by SendBack to create an ongoing consumer profile.

Certain information used during these workflows may be accessed only as needed and is not retained by SendBack after that use. Where an individual voluntarily joins a waitlist or similar SendBack service, however, SendBack may retain the individual's name and email address to administer that service and provide related communications.

If you are a customer of a merchant using SendBack's services and have questions about how that merchant collects or uses your personal information, you should generally contact the merchant directly.

Information Generated Through Our Services

Our services may create and maintain operational records related to return and inventory workflows.

These records may include:

• routing or disposition decisions;
• eligibility determinations;
• return and workflow status;
• selected destinations or pathways;
• timestamps and workflow events;
• shipping or fulfillment status;
• decision rationale;
• exceptions or escalations; and
• operational and performance information.

We use these records to provide our services, maintain traceability of routing decisions and outcomes, support reporting, troubleshoot issues, and improve system performance.

Cookies, Analytics, and Technical Information

Our website does not currently use advertising cookies, third-party marketing pixels, session replay tools, or technologies designed to track individual visitors across separate visits.

Our website hosting platform provides aggregate website analytics, such as visits, page views, visit duration, traffic sources, and device usage. These analytics are used to understand overall website traffic and performance and are not used by SendBack to identify individual website visitors or create visitor profiles.

Standard technical information, such as browser request data, device information, or IP address, may also be processed by our hosting or infrastructure providers as necessary to securely deliver and operate our website and services.

If our use of cookies, analytics, or tracking technologies materially changes, we will update this Privacy Policy and provide any notices or choices required by applicable law.

How We Use Information

We may use information to:

• provide, operate, maintain, and improve our website and services;
• evaluate and route returned, excess, or unused inventory;
• execute authorized return, shipping, fulfillment, or inventory workflows;
• generate shipping labels where necessary;
• maintain records of routing decisions and outcomes;
• provide reporting and operational insights;
• respond to inquiries and support requests;
• schedule and prepare for requested conversations;
• administer waitlists and similar services;
• send newsletters or other communications when you have chosen to receive them;
• monitor system performance and reliability;
• troubleshoot technical issues;
• maintain the security and integrity of our systems;
• prevent misuse, fraud, or unauthorized access;
• comply with applicable legal obligations; and
• enforce our agreements and protect the rights and interests of SendBack, our merchants, users, and others.

We seek to limit the personal information we process to information reasonably necessary to provide and support our services.

Payments

SendBack does not collect or process customer payment card information through the return-routing services described in this Privacy Policy.

Where a payment or transaction occurs through a merchant or third-party service, that transaction is handled by the applicable merchant or service provider under its own terms and privacy practices.

How We Share Information

We do not sell personal information.

We may share or make information available to third-party service providers when reasonably necessary to operate our business and provide our services. These providers may support functions such as cloud infrastructure, data storage, communications, email delivery, scheduling, security, shipping, fulfillment, and other technical or operational services.

We may also disclose information when necessary to:

• perform services on behalf of a participating merchant;
• complete an authorized return, shipping, fulfillment, or inventory workflow;
• comply with applicable law, regulation, legal process, or governmental request;
• investigate or prevent fraud, security incidents, or misuse;
• protect the rights, safety, and property of SendBack, our merchants, users, or others; or
• support a merger, acquisition, financing, reorganization, sale of assets, or similar business transaction, subject to applicable legal requirements.

Third-party services may maintain their own privacy practices for information they collect or process independently.

Data Security

We use administrative, technical, and organizational safeguards designed to protect information against unauthorized access, disclosure, alteration, loss, or misuse.

Our approach includes limiting access to information based on operational need and minimizing the personal information we process where reasonably possible.

Our website forms are not designed to collect credentials, API keys, or merchant customer data. Please do not submit that information through our public website forms.

No method of electronic transmission or storage can be guaranteed to be completely secure.

Data Retention

We retain personal information for only as long as reasonably necessary for the purposes for which it was collected or processed, subject to applicable legal, contractual, and operational requirements.

Inquiry and assessment submissions may be retained for as long as needed to respond and maintain an appropriate record of the conversation. Newsletter information may be retained until you unsubscribe or the information is otherwise no longer needed.

Information provided for a waitlist or similar service may be retained for as long as necessary to administer that service.

Certain personal information accessed through Merchant Data for a transactional routing workflow may not be retained by SendBack after the applicable use.

Operational records generated through our services may be retained as necessary to provide routing history, traceability, reporting, system integrity, and related services.

Your Privacy Choices and Rights

You may contact us to request access to, correction of, or deletion of personal information you have provided directly to SendBack. Depending on where you live, applicable law may provide additional rights regarding your personal information.

You can unsubscribe from marketing or newsletter communications at any time using the unsubscribe link included in those communications.

When SendBack processes personal information on behalf of a merchant, the merchant generally determines how that information is collected and used. Requests concerning Merchant Data should generally be directed to the applicable merchant. We will assist merchants with valid privacy requests as required by applicable law and our agreements.

We may need to verify a request before taking action.

Third-Party Services and Integrations

Our website and services may connect with or rely on third-party services and platforms to provide certain functionality.

When a merchant authorizes a connection between SendBack and a third-party service, we may access information made available through that connection as necessary to provide the services requested by the merchant.

We do not use an authorized connection as permission to collect information unrelated to providing our services.

Some third-party services may independently collect or process information under their own privacy policies and terms. SendBack is not responsible for the independent privacy practices of third parties.

Children's Privacy

Our website and services are intended for business and commerce-related use and are not directed to children under 13.

We do not knowingly collect personal information directly from children under 13. If we learn that we have collected such information in circumstances requiring parental consent, we will take appropriate steps to delete it.

Changes to This Policy

We may update this Privacy Policy as our services, technology, business practices, or legal obligations change.

When we do, we will revise the “Last updated” date above and provide additional notice where required by applicable law.

Contacting Us About Privacy

If you have questions about this Privacy Policy, SendBack's privacy practices, or a privacy-related request, you can contact us at:

SendBack, Inc.
Email: info@sendbackreturns.com
Website: sendbackreturns.com