Help
FAQ and support
Short answers to the questions merchants ask most. Each links to the guide with the detail.
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Your customers#
Does the customer need to install anything?
No. They open a link on their phone and follow the steps in the browser. No app and no account.
How long does it take?
About a minute of camera steps, plus the upload.
Does the customer see the Result?
No. They see "Thanks, that's everything we need". You follow up in your own conversation with them.
What is recorded?
Short camera clips and photos of the item, the label and the box, only while a step is on screen, and how the phone moves during the movement steps. No sound, nothing from the photo library, no contacts and no location.
What if the customer does not have the label or the box?
They say why and carry on, and you see that it was not available. Without the label the parcel cannot be matched to the order, so the best Result is Needs Review. Troubleshooting.
Results and decisions#
Does Verilo decide whether to refund?
No. Verilo reports how strong the evidence is. Your team decides and records the Outcome. Verilo never refunds, replaces or rejects anything.
What do the three Results mean?
Verified: the evidence is consistent. Needs Review: some evidence is strong and some is missing or unclear. Unable to Verify: not enough consistent evidence was captured. How Verilo works.
Why is a Result Needs Review when the damage looks real?
A check could not pass: often the order has no tracking number in Shopify, the product has no image, or a step was not finished. Open the claim's checks to see which.
Can I use the evidence in a card dispute?
Yes. Download the evidence pack from the claim page: a PDF with the photos, timestamps and file fingerprints. Keep media for 180 days or more if you expect disputes.
Plans and billing#
How much does Verilo cost?
Plans are billed through Shopify, with a 14-day free trial with 20 verifications. See Getting started for prices.
What counts as a verification?
One completed capture. Links that are never finished do not count.
What happens when the month's verifications are used?
New links pause until the allowance resets or you change plan. Links already sent can still be finished, and there are no extra charges.
Helpdesks#
Which helpdesks does Verilo work with?
Gorgias, Zendesk and Intercom. Without a helpdesk, you work from the Verilo dashboard. Integrations.
Do agents need a Verilo login?
No, to send links and read Results in the helpdesk. They need one to open the full evidence on the claim page.
Does Verilo reply to customers in my helpdesk?
Only to send the Verification Link, when an agent clicks Send or an automatic link fires. Progress and Results go in internal notes, which customers never see.
Privacy and data#
How long is the evidence kept?
Raw recordings and photos are deleted after 90 days by default; you can choose longer. Results, checks and fingerprints stay. See the Privacy Policy.
What happens to my data if I uninstall?
It is deleted 48 hours after you uninstall, when Shopify asks Verilo to. Shopify guide.