Messaging Policy
Recovery works when shoppers welcome the message. These rules apply to every store and every message sent through the platform, and many of them are enforced by the product itself.
01 Opt-in first
Messages go only to customers who opted in to receive them from that store, on that channel. Consent is usually collected with a checkbox at checkout or a sign-up form, and the source and time are stored with each contact.
02 Easy to stop
Every marketing message includes a clear way to stop: a STOP reply or button on WhatsApp, and an unsubscribe link in email. Opt-outs are honored immediately across all flows and campaigns.
03 Approved WhatsApp templates
Business-started WhatsApp messages use templates approved by WhatsApp and follow the WhatsApp Business policies. Promotional content is only sent as marketing templates.
04 No bought lists, ever
Contact lists that were bought, rented, scraped or shared by another business are not allowed. Imports must include consent status, and contacts without it are not messaged.
05 Respectful frequency
- Quiet hours stop cart reminders late at night in the shopper's time zone
- Frequency limits cap how many marketing messages one shopper gets in a week
- A shopper in an active Cart Rescue flow is held back from broadcasts until the flow ends
06 Honest content
Messages must describe real products, real prices and real offers. Fake urgency, false order notices and misleading sender names are not allowed. Kendz AI is set up to follow these rules and cannot exceed the discount limits a store sets.
07 Data stays with the store
Customer data belongs to the store and is never shared with other stores. Kendz AI predictions use only the store's own customer and order data and are not used to train AI for other stores.
08 Enforcement
We watch block, complaint and bounce rates. Stores that break this policy may have sending paused while we work with them to fix it, and repeated misuse leads to account closure.
Questions about this policy? Contact us.