Wharfwell for Mirakl marketplaces: Privacy Policy
Effective date: October 1, 2026 Publisher: Great Work LLC, 651 N Broad St Suite 206, Middletown, DE 19709, USA Contact: hello@greatwork.company
This policy explains what information the Wharfwell app for Zendesk Support (the "App") processes, where it is kept, and your choices. It covers only the App, not Zendesk's products, Mirakl's platform or the marketplaces you sell on, which are governed by their own policies.
1. Summary
- The App runs in your browser inside Zendesk Support, through the Zendesk Apps framework. Great Work LLC operates no server for it and receives no data from it.
- It reads from and writes to two kinds of places only: your Zendesk account (as the signed-in agent, with that agent's permissions) and the Seller API of the Mirakl-powered marketplaces you connect (with the shop API keys you enter).
- Your shop API keys are stored by Zendesk as secure settings. Zendesk adds each key to requests on their way to the API host you entered for that marketplace; keys are never sent to agents' browsers and Great Work never sees them.
- The App keeps nothing outside Zendesk and the marketplaces: no copies, archives, caches or indexes, no browser storage, no background collection, no analytics or usage statistics, no cookies of its own, no export, and no AI services.
2. What the App processes, and why
| Data | Why | Where it lives |
|---|---|---|
| The ticket's id, brand, subject, conversation and requester (name, email), and one ticket field if your admin chose it | To find the order ids the ticket is about and pick the marketplaces to search first | Read from Zendesk into browser memory while the App is open |
| The requester's email addresses (identities), only when the agent clicks "Search by email" | To match the marketplace's notification email | Read from Zendesk into browser memory |
| The orders the ticket or the agent's lookup names: customer name, delivery address, notification email, lines, prices, taxes, shipping and tracking, refunds, cancellations, incidents, and for an order the agent opens, its message threads and shipments | To show the order to the agent | Read from the marketplace into browser memory while the App is open |
| For "Search by email": the orders created in the last 30 days (a setting, 90 at most), up to 300 per marketplace | Mirakl's Seller API cannot search by email, so the App compares each order's notification email with the requester's and keeps only exact matches | Read into browser memory; orders that do not match are discarded at once and never shown |
| The marketplace's reasons and carriers | To fill the action forms | Read into browser memory |
| An action the agent confirms (accept or refuse lines, tracking, mark as shipped, refund, cancel, resolve an incident, a message) | The purpose of the App | Sent to the marketplace |
| An internal note and a tag describing each action, with the agent's name | So your team can see what was done | Written to the ticket in your Zendesk account |
| The installation's plan name and settings (not the keys), and the agent's id, name, role and groups | To show the plan, apply who may take actions, and name the agent in notes | Read from Zendesk |
When the sidebar closes, everything it held in memory is gone. What the App wrote stays in your Zendesk account and on the marketplace under your control and their retention settings.
3. What Great Work LLC receives
Nothing from the App. If you email us for support, we receive what you send (we ask you not to send customer data, card details, passwords or API keys) and keep it in our email system for as long as needed to help you, at most 24 months. Billing for the App is handled by Zendesk through Stripe; we receive the subscription records Stripe provides to sellers (your Zendesk domain, the plan, payment status and billing contact), which we keep as long as tax and accounting law requires.
4. Sharing
We do not sell, rent or share personal information. The App sends data only to your Zendesk account and to the marketplaces you connected. Messages an agent sends go to the customer or the marketplace operator through the marketplace, as the agent chooses. We have no subprocessors for the App itself.
5. AI and model training
The App uses no AI services, and no data processed by the App is used to train any model.
6. Security
The App has no server or database to breach. It loads the Zendesk Apps framework from Zendesk's CDN. Marketplace requests go through Zendesk's proxy over HTTPS with each key in a secure setting limited to the Authorization header and to the API host you entered for it. Actions are off for everyone except admins until an admin allows more roles, every action needs a confirmation, and refunds above a limit you set need an admin. Report a security issue to hello@greatwork.company; we treat it as urgent.
7. Your choices and rights
- Admins choose who may take actions, which actions exist, the refund limit and how many days the email search may read (or turn it off), and can uninstall at any time. Uninstalling deletes the stored keys; you can also regenerate a key in the marketplace's back office, which disables the old one. Notes and tags already on tickets stay until you delete them.
- Requests about personal data in your Zendesk account or on a marketplace go to your administrator or the marketplace, who control that data. Questions about this policy: hello@greatwork.company.
- If you are in the EEA, UK or California, you have rights to access, correct and delete personal information we hold about you (in practice, support emails and billing records). Write to us.
8. Changes
We will post changes here with a new effective date and, for material changes, email the billing contact of each paying account at least 14 days before they apply.