Acceptable Use Policy

1. General Requirements

• Use the Service only for lawful business support operations.
• Comply with ecommerce, consumer protection, marketing, email, privacy, data protection, export, sanctions, tax, and platform rules that apply to your business.
• Use accurate sender identities, verified domains, and authorized mailboxes.
• Maintain internal review, approval, and escalation procedures appropriate for your products, customers, and risk profile.

2. Prohibited Uses

• No spam, unsolicited bulk email, phishing, spoofing, credential harvesting, deceptive messages, or evasion of email provider limits.
• No harassment, threats, hate, exploitation, sexual abuse material, self-harm encouragement, or unlawful discriminatory content.
• No malware, vulnerability exploitation, denial-of-service activity, scraping that violates law or platform terms, or unauthorized access.
• No use of the Service to sell illegal goods, facilitate fraud, evade sanctions, launder money, or misrepresent products, refunds, shipping, returns, or support policies.
• No uploading or processing payment card data, government identifiers, health information, biometric data, children's data, or other sensitive data unless you have written approval and all required safeguards.
• No attempts to reverse engineer, bypass rate limits, bypass billing, interfere with audit logs, or hide usage from us or third-party providers.

3. AI and Automation Rules

• Do not present AI output as guaranteed, reviewed, legally compliant, or error-free.
• Do not use AI output as the sole basis for refunds, cancellations, credits, discounts, returns, exchanges, fulfillment changes, legal positions, or customer commitments.
• Do not allow AI or automation to send customer-facing messages or execute material commerce actions unless you have independently tested the workflow and accepted the risk.
• Do not use AI features for medical, legal, financial, employment, housing, credit, education, insurance, or other high-risk decisions.
• Do not use prompts, Brand Brain content, macros, or support instructions to trick the AI into violating law, platform rules, customer rights, or these policies.

4. Shopify and Commerce Actions

• Use Shopify actions only for stores you own or are authorized to manage.
• Keep risky write actions disabled unless the workspace owner or admin has approved the workflow.
• Review every suggested refund, cancellation, discount, return, exchange, address change, order edit, fulfillment change, or customer credit before execution.
• You are responsible for all Shopify account activity, order changes, financial effects, customer promises, and downstream consequences caused by your users, settings, integrations, or approved actions.

5. Imports and Historical Data

• Import Freshdesk or other historical data only when you have the right to process that data in Support Desk.
• Do not import data you are required to delete, restrict, segregate, or keep outside the Service.
• Do not use imports to bypass customer deletion requests, privacy obligations, confidentiality commitments, or platform restrictions.

6. Enforcement

• We may investigate suspected violations and may suspend or restrict accounts, integrations, sending, AI features, Shopify actions, or workspaces.
• We may remove content, block messages, throttle requests, reject webhooks, disable risky features, or report activity to third-party providers or authorities when appropriate.
• You must cooperate with reasonable investigations and remediation requests.

7. Reporting

To report abuse, security concerns, or policy violations, contact support@customerserved.ai.