Orders, returns and customer service, across every channel

Good to know

• Customer names, addresses, emails and order details tied to a person are handled as the agreement specifies.
• From payment and merchant tools, the useful records are workflows like refunds, disputes, chargebacks and fraud reviews. Card numbers and payment credentials are never part of a license.
• Data that comes from marketplaces or other platforms may be subject to those platforms' terms. Your own team's work around it, like support threads and purchasing emails, is usually yours, and the provider's review sorts it out.
• Kept out unless a review and the agreement say otherwise: privileged material and client matter files, health information and biometric data, payment card and bank account numbers, passwords and credentials, data about minors, export-controlled or classified information, another party's data or licensed third-party content, and sensitive personnel, safety or critical infrastructure details. Scope is a choice, so you can leave out anything else, such as pricing or trade secrets.
• Workflow data from QuickBooks, NetSuite and HR systems still counts.
• Usually not a fit anywhere: data involving minors, export-controlled or classified data, mostly paper records with little digital history, or records you don't have the rights to license.
• How personal details are removed or replaced belongs in the agreement, and the provider's review sorts out what's licensable. When in doubt, it's worth a conversation.