Customer Data & Privacy: How Vendors Should Handle Personal Information

As a Elexbig vendor, you receive limited customer information through the vendor portal to help you fulfil orders efficiently. This includes:

• Customer name
• Delivery address
• Contact phone number (for delivery purposes only)
• Order details (product, quantity, variations, etc.)

Follow these essential security practices when handling customer information:

• Always log in through the official Elexbig vendor portal using your authorized account
• Never attempt to obtain customer details through any other method or channel
• Don't ask customers for personal information directly via email, text, phone, or social media
• Avoid storing personal data on personal devices unless absolutely necessary for order fulfilment, and delete it immediately afterwards
• Limit portal access to authorised team members only

⚠️ Important: Attempting to bypass the Elexbig portal to collect customer data is a serious breach of platform rules and may result in immediate suspension or permanent removal from the marketplace.

These actions are strictly prohibited and will result in enforcement action:

• Do not use customer details for marketing outside the Elexbig platform
• Do not sell, share, or disclose data to third parties for any reason
• Do not store customer data long-term or for purposes other than fulfilling the specific order
• Do not contact customers except for order fulfilment through approved Elexbig channels
• Do not add customers to your own mailing lists without their explicit, separate consent

⛔ Warning: Misusing, accessing, sharing, or processing customer data improperly can lead to enforcement action, account suspension, permanent delisting from ELEXBIG, fines, and other legal consequences under applicable Nigerian data protection laws, including the Nigeria Data Protection Act (NDPA) 2023.

1. Keep all communications in-platform

Use the Elexbig messaging system if you need to clarify order details or communicate with customers. This creates an auditable record and keeps everyone protected.

Ensure only authorised staff members in your business can view order information. Consider:

• Implementing internal access controls
• Training your team on privacy obligations

If you've downloaded, printed, or stored order details for fulfilment:

• Securely delete digital files once the order is complete
• Shred physical documents containing customer information
• Don't keep copies "just in case", you can always access historical orders through the portal if needed

Review ELEXBIG’s privacy and data protection policies regularly and stay updated on changes to applicable Nigerian data protection laws and regulations, including the Nigeria Data Protection Act (NDPA) 2023.

💡 Pro tip: Set up a standard weekly or monthly process in your team (e.g., a privacy checklist) to ensure no customer data is stored beyond order fulfilment. Make it part of your regular operations routine.

You may contact a customer using the phone number provided in the order details only if:

• The call is strictly related to delivery or order fulfilment
• You're unable to resolve the issue through the Elexbig messaging system
• It's time-sensitive (e.g., delivery driver can't locate the address)

All order modifications, refunds, exchanges, and dispute resolution must be handled through the Elexbig vendor portal. Never:

• Request banking details or additional personal information from customers
• Process refunds outside the Elexbig system
• Ask customers to return items directly to you without going through the portal

Can I add customer details to my own marketing list?

No. Customer data obtained through Elexbig orders must never be used for marketing outside the platform without the customer's explicit consent collected through platform-approved tools. Using order data for your own marketing is a breach of privacy rules.

Yes, but only if the phone number is provided in the order details and your call is strictly related to delivery or fulfilment (e.g., confirming delivery times, clarifying address details). Keep it brief and professional.

All refunds and exchanges must be processed through the Elexbig vendor portal. Do not request additional personal information from the customer or handle these transactions outside the platform.

Only as long as necessary to complete and deliver the order, typically no more than a few days. Once the order is fulfilled and delivered, delete or securely destroy any customer records you've stored outside the portal.

Kapsule takes privacy breaches very seriously. Depending on the severity, consequences may include:

• Formal warnings
• Temporary account suspension
• Permanent delisting from the marketplace
• Legal action and potential fines under privacy legislation

Customers can see your brand name, store description, and any public information you've added to your vendor profile. Your personal contact details, banking information, and other sensitive business data remain private.

Direct them to their Elexbig account, where they can access their complete order history. Don't email or share customer data outside the platform, even with the customer themselves, it creates unnecessary privacy risks.

ℹ️ Remember: When in doubt about whether you can use customer data in a certain way, the answer is probably no. Contact Elexbig support if you're unsure about your privacy obligations.

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