Do-Not-Call Policy

Formixxruns outbound IVR calls and WhatsApp messages to confirm Cash-on-Delivery Shopify orders. This page explains how a customer can opt out, what we do on their behalf, and how we honor Pakistan’s telecom regulations.

1. How customers opt out

• Press 2 during an IVR call.DTMF 2 maps to “cancel” — we immediately tag the Shopify order cod-cancelled, stop the call retry cycle, and add the phone to the merchant’s suppression list for that order.
• Reply “stop” on WhatsApp (or Urdu equivalents: band karo, ruko). We register the opt-out and flag the customer across all Formixx stores, permanently. No re-opt-in loop.
• Email the merchant asking to be removed. Merchants can add the number to the whitelist-exclusion list in their dashboard (Settings → Runtime flags) or contact us at dnc@zensbot.com.

2. Quiet hours

No outbound calls are placed between 23:00 and 08:00 Pakistan Standard Time, ever. Jobs queued during that window are delayed until 08:00. Merchants can configure the window per-shop (e.g. extend to 22:00–09:00) but cannot shorten it below the default.

3. Retry discipline

• Maximum 2 cycles per order (cycle 1 → cycle 2 with 24-hour delay).
• Robocall auto-retries within a cycle are capped at 3 attempts.
• After cycle 2 fails, the order is marked NOREPLY_FINAL and never re-dialed automatically.

4. Pakistan regulatory compliance

We operate within the rules set by the Pakistan Telecommunication Authority (PTA) for commercial voice communications. Specifically:

• We only dial numbers collected through a legitimate Shopify COD checkout — a prior business relationship is always established.
• Calls are short (< 60 seconds on average) and identify the merchant by name (text1).
• We log every attempt, cycle, DTMF response, and charge for audit.
• Merchants must honor opt-outs across their stores, not just per order.

5. WhatsApp compliance

Our WhatsApp messages are sent via Shopify-approved Meta Business templates. We never send outside Meta’s 24-hour session window without a template. The customer can unsubscribe by replying “stop”, and we stop all future WhatsApp sends to that number within 15 minutes.

6. Suppression retention

Opt-outs are permanent by default. A customer who has said “stop” once will not be re-contacted unless they explicitly re-opt-in by replying “start” or responding to a new COD order placed by them.

7. Do-Not-Disturb list

Formixx maintains a cross-merchant Do-Not-Disturb list. A phone number opted out on Merchant A’s store is automatically suppressed on Merchant B’s store as well (we consider them one DNC subject across the Formixx network). Merchants can upload additional internal DNC lists through Settings.

8. Complaints and violations

If a customer believes they’ve been called in violation of this policy, they can contact us at dnc@zensbot.com. We’ll investigate within 3 business days, suppress the number, and share findings with the PTA if a regulatory complaint has been filed.

9. Enforcement against merchants

Merchants who repeatedly violate this policy (e.g. repeatedly re-dialing numbers in our DND list, uploading phone numbers without a Shopify order association) will be suspended under Section 7 of our Terms of Service.

10. Contact

dnc@zensbot.com. Zensbot LLC, Karachi, Pakistan.