Legal
Managed Services Agreement
These terms apply when you are on the Managed plan (24/7 E-Commerce Staff) — when our people, not only our software, answer your customers. They apply in addition to the terms of service and the Data Processing Agreement, and where they conflict with either on the subject of the managed service, these terms prevail.
Everything in the terms of service about the software still applies, and the Managed plan includes Pro. This document is only about the people.
1. What we do
1.1 We answer your customers. Across every channel you have connected to the platform — live chat, email, SMS, WhatsApp, Instagram, Facebook Messenger, TikTok, LINE and Telegram — our staff read what your customers send and reply on your behalf.
1.2 Around the clock. Coverage is 24 hours a day, every day of the year, including nights, weekends and public holidays. Your store is not left unattended.
1.3 Promptly. We aim for a first response within 60 seconds on average, at any hour. That is an average across your conversations, not a guarantee for each one — a surge, a complex enquiry, or an outage at a channel provider can push an individual reply past it.
1.4 In the customer's language. Messages are answered in the language they arrived in. Our staff use the built-in translation feature, which covers over 30 languages; the judgement in the reply is theirs.
1.5 Order actions. Where you have authorised it, our staff carry out refunds, cancellations, address changes and parcel tracking directly, rather than passing them back to you.
1.6 Escalation. Anything we cannot settle within your policies, and any operational problem we notice while working — a broken integration, a shipping issue affecting many customers — is reported to your nominated contact with the context they need.
1.7 Every reply is written by a person. Store AI provides our staff with information on your store, customers and orders. It never replies to your customers.
2. What we do not do
We do not manage your product listings, write descriptions, edit photos or do on-page SEO. We do not run your marketing — campaigns (including pop-up campaigns), social posting, email flows, ad creative or influencer work. We do not do your books — stock reporting, spreadsheets, invoicing or bookkeeping preparation.
If a customer's message strays into one of those areas, we handle the customer service part of it and pass the rest to you.
3. Your policies are our instructions
3.1 Our staff act within the written policies you give us — returns, refunds, shipping, discounts, and anything else that governs how your customers are treated. You decide the policy; we apply it.
3.2 You will give us those policies before the service starts, keep them current, and tell us when they change. Until we have a policy on a subject, we will escalate rather than guess.
3.3 Where a policy sets a limit — a maximum refund without approval, say — we stay within it. Anything beyond it is escalated to your contact for a decision.
3.4 You will nominate at least one contact who can answer escalations, and tell us how quickly to expect a reply. Escalations that go unanswered are held, not decided by us.
4. Authority and responsibility
4.1 Where our staff act within your policies, they act as your agents and the decision is yours. A refund issued under your refund policy is your refund.
4.2 Where our staff act outside your policies, or negligently, that is our responsibility, subject to the liability provisions of the terms of service.
4.3 We are not responsible for the consequences of a policy that is itself wrong, unlawful, or that you have not told us has changed.
5. Our people
5.1 Who they are. Our managed staff are independent contractors engaged by us. They are located in the United States, the United Kingdom, Brazil and South Korea. They are not your employees, and nothing here creates an employment or agency relationship between you and any individual.
5.2 What binds them. Each individual is bound by written confidentiality and data protection obligations that survive the end of their engagement, and each is trained in your policies before they touch your inbox.
5.3 Substitution. We may change which individuals serve your account. We will keep the standard of service consistent when we do.
5.4 Removal. If you have a reasonable concern about an individual, tell us and we will remove them from your account promptly.
5.5 No solicitation. During the agreement and for 12 months afterwards, you will not engage any of our managed staff directly, or through another party, to perform work for you. If you do, you will pay us a fee equal to 12 months of the Managed plan as compensation for the loss.
6. Access
6.1 Our staff reach your customers through the platform. Their access is controlled by inbox membership, verified on every request. We do not need, and will not ask for, your store platform login.
6.2 When the managed service ends, or an individual leaves your account, their access ends with it — immediately, and without action from you.
6.3 Everything our staff do in your account is attributable to the named individual who did it.
7. If coverage lapses
7.1 If, through our fault, no one is available to answer your customers for a continuous period of more than 4 hours, you may claim a credit of one day's Managed fee for each day, or part of a day, in which such a lapse occurred.
7.2 Credits are your only remedy for a lapse in coverage, and are applied against your next invoice. They do not apply to outages at a channel provider, to planned maintenance we have given notice of, or to periods where you have withheld access or policies we need.
8. Fees
The Managed plan is priced as shown on our pricing page or in your order, billed with your subscription under the terms of service, and includes Pro. The Managed fee is flat: it does not change with the number of conversations.
9. Term and ending the managed service
9.1 The managed service runs alongside your subscription and ends when the subscription does.
9.2 By you. You may end the managed service and move to Pro at any time — right up to the day before it renews. It ends at the close of the period you have already paid for, and from the next period you are billed for Pro alone. No notice period, no reason required.
9.3 By us. If we need to end the managed service, we will give you 30 days' notice, so you are never left without cover unexpectedly.
9.4 We may suspend the managed service immediately if you ask our staff to do something unlawful or abusive, or if you withhold the policies and access we need to do the work.
9.5 On ending, our staff's access is removed. Conversations remain in your account as your data, under the terms of service.
10. Data
Our staff process your customers' personal data on your behalf and under your instructions, as described in the Data Processing Agreement. They are listed there as a sub-processor, with their locations. Nothing here changes what the DPA says.
Effective 26 October 2026. Questions: .