Frequently asked questions
Questions about how Evalently works? Find the answers here.
What does the warehouse worker see?
Only the risk level, the reasons and the list of items. Never a first name, surname, address or the numeric score. The warehouse app is separate from the service panel.
Will the customer know they were assessed?
Your store's terms and privacy policy inform them of the processing — we give you a ready template. A customer may object to the assessment; their requests are then handled without it. No letter to a customer and no customer copy of a protocol carries the risk level.
What happens when I disconnect my store?
The data stays, assessments stop. After 14 days the sales-system account (e.g. Base) is released and can be connected again, also from another Evalently account.
Does Evalently automatically exclude customers or issue refunds?
No! Evalently executes nothing on its own. The system recommends assessments and risk and prepares evidence and PDF protocols. The final decision on a deduction from the refund, withholding a payout or accepting a return is always made by a person in your company.
How does the in-browser photo form for customers work?
For complaints and disputes the customer gets a secure link to the form. The form opens the camera right in the mobile or desktop browser, so old photos cannot be uploaded from the phone's gallery, and every photo gets our server's time stamp.
Is customer data secure and GDPR-compliant?
Yes. Data is stored and processed only within the European Union. Evalently neither shares nor joins customer histories between different online stores – you analyse only the data from your own orders.
Where does the data come from?
Only from a connection you authorise - Base, Allegro, Shopify or a plugin on the store's server. There is no file import and no typing orders in by hand.
Do we sign a processing agreement?
Yes. You accept it in your account before your store's first connection, for the trial too.
Why does the trial need a card?
The trial lasts 14 days from the first connection and includes everything. You enter a card in Stripe; we charge after the trial unless you cancel earlier. There is no free plan.
What about informing my customers?
Your store is the data controller and we are its processor. In your account you find templates of clauses and documents that help describe the return risk assessment in your privacy policy.