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
Our chatbot Daan is your first port of call. He will ask you for certain information so that he can help you better and faster. For example, to launch an investigation if your parcel is missing or to refund your money if something has gone wrong. And when Daan transfers you to our customer service team, our colleagues will then know how to help you further without needing to ask for all your information again.
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.