Egenverk Customer Hub · Documentation
Data and privacy
What is stored
Everything is stored in the site's own database and uploads folder.
| Where | Contents |
|---|---|
| Case tables | Withdrawal cases and complaints: reference, order, lines and quantities, status, channel, reason, the customer's message, attachments and booking details. |
| Logs | One append-only log per case type: every event and status change with the time and who made it. |
| Conversations | Messages on the case, internal notes, the AI chat and inbound email from Postmark. |
| Customer search | Indexed copies of the customer's name, email, phone, postcode and order details, which Agent desk searches. |
| Refunds | Events and decisions about refunds that concern the cases. |
| Email queue | Copies of outgoing email sent through the queue: complaint emails always, the plugin's other emails when the queue is on. |
| AI | The store's guidelines, proposals from the nightly distillation and a log per run. |
uploads/wcch-claims/ | The customer's attachments, with the photo check's result beside each file. The folder is protected against direct requests. |
uploads/wcch-email-queue/ | Attachments to queued email, such as a return label. |
uploads/wcch-ai-docs/ | Documents you uploaded for the AI, as private media files. |
| The order | Order notes with the case reference, and one stored AI assessment per complaint in the order's metadata. |
| Users | Each handler's saved list view, chosen AI provider, mentions in internal notes and when they last had a case open. |
Settings are stored as WordPress options prefixed wcch_. AI keys entered in the settings are stored encrypted.
How long
Cases and logs are not removed automatically, and they are not deleted when the order is deleted. They are the store's record of how withdrawals and complaints were handled. When a customer asks for erasure, the case is anonymised instead, see below.
A guest's status link in the emails is valid for 60 days.
What leaves the site
| Recipient | When | What |
|---|---|---|
| The customer | On request, status change and reply | Email from the case, through the site's normal mail sending. |
| The carrier through Egenverk Shipping | When a return is booked or tracked | Order, lines, reference and the customer's note for the booking. |
| Postmark | If you use Postmark | Outgoing email, and inbound replies that Postmark passes on to the site. The store's own account. |
| OpenAI or Anthropic | Only when Enable AI advice is on, a key exists and the AI features are used | The case and the order, see below. The store's own API key. |
The AI provider receives the case's text and fields, the conversation, the order lines and discount codes, the terms, the documents you selected, the store's guidelines and list of legal references, up to five similar closed complaints and, unless you turned it off under Integrations, the order's shipping and payment data.
With Pseudonymise customer data on, which is the default, names, email, phone, street address, company name, postcode and personal identity number are replaced in the text before it is sent. The order number stays. Images are sent as they are, so a photo of a shipping label or a receipt can show personal data. Turn off Attach the complaint's pictures if images should not be sent. The terms are sent as written; they are the store's own text.
The photo check on complaint attachments runs entirely on the server and sends nothing on.
Exporting and erasing personal data
The plugin hooks into WordPress's tools under Tools → Export Personal Data and Erase Personal Data, as the group "Customer Hub — Withdrawals & complaints".
- Export returns the customer's withdrawal cases and complaints with reference, status, times, order number, lines, reason and message, plus every message in the conversation and the AI chat.
- Erasure anonymises rather than deletes: the customer's messages and email address are replaced, attachments sent in the conversation are deleted and the stored AI assessment for the complaint is removed. Reference, status, times and the log are kept as a record.
- Attachments the customer uploaded in the complaint form itself are not removed by the erasure. Delete them by hand if they must go.
- When WooCommerce erases a customer's or an order's data, the customer search copies are updated the same way.
Uninstalling
By default the plugin keeps all data when you delete it, because the cases are the store's record. To remove everything:
- Turn on Purge data on uninstall under Customer Hub → Settings → Data and save.
- Delete the documents you uploaded for the AI with Remove in the Documents the model may read list under Settings → AI advice. The purge does not remove them.
- Turn off Nightly distillation and save, so no nightly job is left behind.
- Deactivate and delete the plugin under Plugins.
The purge removes all of the plugin's tables, the wcch-claims and wcch-email-queue folders in the uploads folder, every option starting with wcch_, the plugin's scheduled jobs (except the nightly distillation, see step 3) and the saved list views and mentions on users. Other personal choices, such as a handler's chosen AI provider, stay in the users' metadata. On a multisite it does this for every site in the network.
Order notes and what was written to the orders' metadata stay on the orders.
Only deactivating the plugin removes nothing, but stops its scheduled jobs.