What do we do with your information?
We ask for certain information when you get in touch with us. We treat it carefully and comply with all laws and regulations. Read which information we need and why below.
We ask for your information so we can help you better and faster
When you contact us, chatbot Daan will assist you. He’ll ask for some details to assist you better and faster. For example, to start an investigation if your package is missing or to process a refund if something went wrong.
We do not keep your data for longer than necessary
- Up to 6 months: if you have only been in contact with our chatbot Daan.
- Up to 5 years: if you have spoken to one of our colleagues, or if our chatbot Daan has launched an investigation into your parcel or helped you with a refund.
The information we ask from you
- Your initials and surname: so we know who we are speaking to and can communicate in a personal way.
- Your postal code and house number: to improve our deliveries. It is handy to know if you have moved house, for example.
- Your phone number and email address: so that we can contact you when necessary, e.g. if we want to tell you where your parcel is after we have carried out an investigation.
- Your IBAN and account holder name: so we can process your refund.
We store this data on your customer card. That way, we have everything for the next time you call or email us.