If you are a merchant who has concluded a contract with us, our Customer Care team is at your disposal to provide you the agreed support. If you purchase online, please address your query to your merchant.
Ingenico constantly desires to improve its services.
We are the company with whom you contracted, namely Ingenico e-Commerce Solutions BVBA/SPRL, B.V., SAS, GmbH or Ltd or Ingenico Financial Solutions NV/SA. The full details of each of these companies are listed here. Calls to Ingenico e-Commerce Solutions Inc. (USA) and E-Billing Solutions Pvt Ltd. (India) are neither monitored nor recorded.
We act as a data controller. This means that we determine the purposes and the means of the processing of personal data. Personal data is any data whereby an individual can be identified, whether directly or indirectly.
We entrust some of the monitoring and recording of the call to some of following companies of our group, provided they are located in the European Union. Ingenico e-Commerce BVBA/SPRL is the main company in charge. When we entrust some of the monitoring and recording of the call to other parties, they are listed here:
|The House of Contact Centers||THoCC bvba, Veemarkt 5 2800 Mechelen, Belgium|
Besides the operator participating to the call, authorized persons may have access to the call and the record of the call provided the conditions explained in this policy are fulfilled.
The essential conditions are:
Whether they are employed by us or by the recipients mentioned above:
*Exception: In case Ingenico e-Commerce Solutions GmbH (Switzerland) is data controller: Swiss Federal Act on Data Protection of 19 June 1992.
The authorized persons may listen to operators, which is necessary to check the quality of the services provided by our Customer Care team. Checking the quality of the services provided by our Customer Care team is a legitimate interest pursued by us.
In case we find a call to be suspicious in terms of fraud or in case a call becomes litigious, we keep the record of the call as long as necessary for legal proceedings. The use of the record in legal proceedings is a legitimate interest pursued by us. We never keep the call after a transaction can no longer be lawfully challenged.
As a caller, you are entitled to refuse the call to be monitored and/or recorded. If this is the case, please select option 9. At any time you may withdraw your consent to be monitored and/or recorded by mentioning this to our operator.
We store the call record for a period of one month for both quality control purposes and evidence purposes. This period may be extended manually for evidence purposes for as long as needed for legal proceedings. This period may not be extended for quality control purposes.
*This applies to all participants to the call: the callers as well as the operators.
All participants to the call have the right to request from us:
They also have the right to:
They may lodge a complaint at any time with their local authority in charge of supervising the processing of personal data.
Finally, to the extent applicable, they have the right to portability of their personal data.
We will reply to the participants’ requests or objections in compliance with applicable law.
Data Protection Officer
Ingenico e-Commerce Solutions BVBA/SPRL
Woluwedal/Boulevard de la Woluwe 102
Given that we do not usually interact with the merchant's staff prior to their first call, our General Conditions mention the obligation for the merchant to communicate to their staff that they may find the required legal information on the fact that we monitor and record their calls to our Customer Care team by clicking on the internet link to these pages.
When people contact our Customer Care team, they hear the following recorded message in the chosen language:
"This call may be monitored and recorded for quality assurance and evidence purposes. If you do not desire the call to be monitored and/or recorded, please select option 9"