Privacy Policy

Mercant is operated by ACME Media Pty Ltd. This policy explains how we handle personal information through the Mercant website and platform, including information synced from a retailer’s Shopify store. For privacy questions or requests, email info@acmemedia.com.au.

A retailer decides which store to connect, who can use its Mercant workspace and how customer information is used in its sales process. When we provide the platform to that retailer, we process its customer and team information to deliver the service. The retailer’s own privacy policy also applies to your relationship with that retailer. We separately handle information needed to operate our website, accounts, billing and support.

Depending on how Mercant is used, we collect:

• Account and team information: names, email addresses, sign-in details, workspace membership, roles and account preferences.
• Shopify and CRM information: customer identifiers and contact details, addresses, products, orders, quotes and Draft Orders, values, statuses, purchase history, customer ownership and sales activity.
• Information added by your team: notes, tasks, appointments, opportunities and other information entered into the workspace.
• Optional connected information: communications and mailbox context made available through authorised connections, where enabled.
• AI interactions: prompts, conversation history and relevant records used to answer a request when Mercant AI is enabled.
• Billing and support information: subscription records, billing contact details, invoices and correspondence with us. Payment card entry is handled by our payment provider.
• Technical information: IP addresses, browser and device information, session information and operational or security logs.

We receive information directly when you create an account, use Mercant or contact us; from the retailer and its authorised users; and from Shopify or another service that a user authorises Mercant to connect to. Our website and service providers also receive technical information when your browser loads a page or uses the platform. Please only add information you are authorised to share, and avoid entering sensitive personal information that is not needed for the sales workflow.

We use information to provide customer records, quote visibility, tasks, sales workflows and reporting; sync authorised store data; manage accounts and permissions; provide enabled AI features; process subscriptions; respond to support requests; and maintain, troubleshoot and secure the service. Information may also be used to investigate misuse, resolve disputes and meet legal obligations. The information available to a team member depends on workspace access and configuration.

When Mercant AI is used, the request, relevant conversation history and data retrieved to answer it may be sent to our AI provider, Google Gemini. This can include personal information contained in the relevant records. The provider’s handling of that information depends on the applicable service terms and settings; see the Gemini API terms. Do not put unnecessary sensitive information into prompts. AI responses can be incomplete or incorrect and should be checked before they are relied on or used to contact a customer.

Information is available to authorised users in the relevant workspace and to service providers that help us deliver Mercant. These include hosting and infrastructure providers, Shopify for connected-store operations, Stripe for billing, Resend for service emails, Google for enabled AI features, and authorised communications providers. Our marketing website uses Webflow and loads font assets from Google; these providers receive technical information needed to deliver those services. Their own privacy policies also apply to their services. We may disclose information when required by law or where necessary to protect rights, investigate misuse or support a business transfer, subject to applicable obligations.

Mercant uses infrastructure and providers that may process information outside Australia. The platform’s current hosting configuration includes Singapore, and providers such as Webflow and Google may process information in the United States and other countries under their service arrangements. Mercant is not an Australia-only data storage service. Contact us if you need information about the arrangements relevant to your organisation.

Mercant uses cookies or similar browser storage to support sign-in, sessions, connection flows and account preferences. Hosting and asset providers may also receive technical request information. You can control cookies and stored website data in your browser, although blocking or removing necessary storage can prevent sign-in or interrupt the service. See Webflow’s privacy policy for information about its handling of website data.

We keep information for as long as needed to provide the service and for legitimate operational, billing, security and legal purposes. Different records may have different retention periods. Information may remain in backups for a period after removal from active systems. Mercant uses account authentication, permissions and other technical controls, but no online service can guarantee absolute security. Keep sign-in details private and promptly remove access for people who no longer need it.

Disconnecting or uninstalling a connection prevents further access through that connection once it has been revoked. It does not necessarily erase information already synced into Mercant or cancel a separate subscription. Contact us to request deletion of stored information or assistance with account closure.

To request access, correction, export or deletion of your personal information, email info@acmemedia.com.au with enough detail for us to identify the relevant account or request. Do not include passwords. We may need to verify your identity or authority before acting. If you are a customer of a retailer using Mercant, contact that retailer first; we can assist with authorised requests relating to its workspace. Requests are handled subject to applicable law, the retailer’s instructions where relevant, and any records we must retain. We will explain if we cannot fulfil a request in full.

If you have a concern about how personal information has been handled, contact info@acmemedia.com.au. Explain what happened and the outcome you are seeking so we can investigate and respond. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner or another privacy authority relevant to you.

We may update this policy as Mercant and its service arrangements change. The current version will be published on this page with its effective date. Material changes may also be communicated through the platform or by email where appropriate.