Privacy Policy

1. What this app is

Melhor Envio Tracking is a Freshdesk app that shows, in the ticket sidebar, the shipments in your Melhor Envio account and, when you allow it, cancels them. It is an independent app by Red Lotus and is not affiliated with Melhor Envio.

2. What the app handles

When an agent opens a ticket, the app reads from your Freshdesk account:

• the ticket's id, subject, description and the field holding linked shipments;
• the requester's e-mail, phone numbers and language;
• the agent's name and language.

It reads from your Melhor Envio account the shipments linked to that ticket, which include the recipient's name, address, e-mail, phone and tax id (CPF/CNPJ), the sender's name and city, the invoice number, the shipment's contents, its package measurements and its dates.

3. What the app stores

Nothing. The app has no database and no server of ours. It does not use cookies or browser storage and writes no logs. Shipment data is held in the memory of the agent's browser page for up to five minutes and is gone when the page closes.

Two things are written, both into your Freshdesk account:

• the protocols of the shipments linked to a ticket, in the ticket field you choose;
• a private note for each cancellation an agent makes, with the agent's name, the shipment's protocol and Melhor Envio's answer.

One thing is written into your Melhor Envio account: when an agent cancels a shipment, the reason sent with the cancellation names the Freshdesk ticket number and the agent ("Cancelled from Freshdesk ticket #123 by Ana").

4. Where data goes

Requests go from the agent's browser to the Freshworks platform, which adds your token or key and calls Melhor Envio (melhorenvio.com.br, or sandbox.melhorenvio.com.br when you choose the sandbox) or your Freshdesk account. The app sends data to no one else. We, the publisher, receive no data from your installation.

Every request to Melhor Envio carries the technical contact e-mail you enter at installation, in the User-Agent header, because Melhor Envio requires integrations to identify a contact.

What an agent types in the search box (a protocol, a tracking code or a customer's CPF/CNPJ) is sent to Melhor Envio to find the shipment.

The subject and description of a ticket are searched for shipment identifiers in the agent's browser. Only the candidates found (at most five) are sent to Melhor Envio, to check that they are shipments.

The details window links to Melhor Envio's public tracking page (melhorrastreio.com.br). It opens only when the agent clicks the link.

5. Secrets

Your Freshdesk API key and your Melhor Envio token are stored encrypted by Freshworks as secure installation parameters. They are used only in request headers on the Freshworks platform and are never sent to the browser.

6. What agents see

The sidebar shows the recipient's name and city. The full address and the tax id, with all but the last two digits hidden, are shown only in the details window an agent opens.

7. Your choices

Uninstalling the app removes its settings and secrets from Freshworks. The ticket field and the private notes remain in your Freshdesk account, under your control. You can revoke the token at any time in the Melhor Envio panel.

You are the controller of the personal data in your Freshdesk and Melhor Envio accounts; Freshworks and Melhor Envio process it under your agreements with them. For LGPD or GDPR requests about that data, use those accounts; for questions about the app, write to info@redlotus.com.br.

8. Changes

We will update this page and its date when the app's handling of data changes.