Privacy Policy

Who this covers

Merchants who use Verilo with their Shopify store, and the people who use the website.

Customers of those merchants who open a Verilo verification link to show a damaged item. For them, we act for the merchant: the merchant asked for the check and makes every decision about the claim. The merchant's own privacy policy also applies.

What we collect from merchants

The store's name and its web address on Shopify, and the email address of helpdesk agents who record an outcome in Verilo.

From Shopify, for the orders a claim is about: the order number, items and their product photos, value, the customer's name and email address, and shipments with their tracking numbers.

From Gorgias, if the merchant connects it: the ticket number, the customer's email address and the ticket's text, used only to find the matching order.

Billing status from Shopify. Shopify handles payment; we never see card details.

From the sign-up form on verilo.app: your name, work email, store address, helpdesk and monthly order volume, so we can follow up on your sign-up. You then continue to Shopify to install Verilo.

If you use the live chat on verilo.app or in the dashboard: what you write, and in the dashboard your store's address and the email you sign in with (or your store's email from Shopify), so we know who we are helping. The chat is run by Crisp and sets its own cookies to keep your conversation. It is never shown to your customers on verification pages.

What we collect during a verification

Short camera clips and photos of the item and its shipping label, taken only while a step is on screen.

How the phone moves and tilts during the movement steps.

Basic details about the device and browser (such as its model, browser version and camera settings), used to check that the session ran normally.

The results we work out from these, and the time of each step.

We do not record sound, and we do not access the photo library, contacts or location.

How we use it

To check the claim the merchant asked about and show them the Result, which describes the evidence and never decides the claim.

To send the customer the link and post the Result in the merchant's helpdesk, if they connected one.

To bill the merchant through Shopify, give support, and keep the service secure.

A small Verilo team may review results to check they are accurate.

We do not sell personal information, use it for advertising, or combine one merchant's customers with another's.

Who we share it with

The merchant who asked for the check. Our service providers, who process it only to run Verilo:

Fly.io: Application hosting (United States (Ashburn, Virginia))

Neon: Database (orders, claims, results, audit log) (United States (AWS us-east-1))

Cloudflare: Storage of recordings and photos (R2) (United States)

Shopify: Order data and billing, as the merchant's platform (Global)

Gorgias: Messages and notes in the merchant's helpdesk, when connected (Global)

Zendesk: Messages and notes in the merchant's helpdesk, when connected (Global)

Google Workspace: Email with merchants (Global)

Crisp: Live chat with merchants and website visitors (European Union (France))

Overseas disclosure: our hosting, database and storage are in the United States, so personal information is stored and processed there.

How long we keep it

Recordings and photos are deleted 90 days after they are captured, unless the merchant chooses to keep them longer (up to one year). The deletion runs automatically.

Results, the claim record and the audit log are kept while the merchant uses Verilo, so each decision stays explainable. A merchant can ask us to delete their data at any time.

Security

Data is encrypted in transit and at rest, each merchant's data is kept separate, and evidence cannot be edited after it is captured. See the Security page for detail.

Access, correction and questions

You can ask for a copy of the personal information we hold about you, or ask us to correct it, by emailing bailee@verilo.app. If you took part in a verification, you can also ask the merchant. We reply within 30 days.

Complaints

Email bailee@verilo.app and we will respond within 30 days. If you are not satisfied, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.

Changes

Version 2026-10-05.2. We will post any change here with a new date, and tell merchants by email before a material change.