Customer safety

We know what the power of the data processed in our databases is and what responsibility it is for us. Therefore, the protection of the data of our customers and employees is a top priority for us.

Data security

At Allegro, we have technical and organizational measures as well as security policies and rules in place that ensure confidentiality, integrity, availability and resilience of our systems. Thanks to the constant monitoring of our safeguards and implementing new technologies, we are able to quickly detect attempts at unauthorized access or use of data, and we can take immediate action to reduce the impact of such an event.

We make sure that our customers are kept informed about emerging threats. Our customers can access the Help Centre tab (https://allegro.pl/pomoc), where they will find, among all, tips on best practices to protect yourself against cyber attacks.

In 2017, we recorded 12 incidents, which did not pose a high risk to the rights and freedoms of our customers.

  • GDPR at AllegroWe have started preparing for the rights and obligations imposed on us under GDPR long before its entry into force. We have established a project team consisting of almost 50 people. Its members are people from business, data protection, security, IT, legal, HR and PR,

    Preparations for the rights and obligations imposed on us under the GDPR (Regulation of the European Parliament and of the Council on the protection of natural persons with regard to the processing of personal data and on the free movement of such data) were started long before its entry into force. Preparations gained momentum in 2017:

    • We have established a project team consisting of almost 50 people. Its members are people from business, data protection, security, IT, legal, HR and PR.
    • We reviewed the effectiveness of the procedures regarding acting on our clients’ rights and identified changes that are worth introducing to make feel them even safer when using our services.

    GDPR puts particular emphasis on data processing using profiling techniques, in which case the processing is automated and can pose a high risk to the rights and freedoms of the persons whose data is processed. We distinguish between two types of profiling, to properly act on the rights and obligations of our clients, depending on the case:

    • General profiling – in this case we will inform clients about profiling and its consequences and we will guarantee them the right to object,
    • Profiling based on automated decision-making – in this case, before initiating data processing, we will elicit consents to profiling, ensure intervention and transparently communicate the principles governing profiling and its consequences for the customer.

    A completely new law that we must ensure to our clients is the right to transfer data. We need to provide every customer with the option to receive the personal data that they provided to us. We will provide the data to the customers automatically.

    Most of the data can typically be amended on one’s own. In general, there are 3 ways for customers to take advantage of their rights:

    1. “Do-it-yourself” – after logging in to their accounts, the customers will be able to take advantage of their rights without having to contact the platform operators.
    2. Via the contact form – for security reasons, additional customer authentication will be required to take advantage of certain rights.
    3. Direct contact with the Information Security Administrator (ISA).

    Given the scale of the introduced changes, we’re aware of how important it is to make everyone involved in data processing more knowledgeable. The Data Protection Team together with the Information Security Administrator carried out mandatory e-learning training for all Allegro employees in 2017 that ended with an exam. We also organised 3 information campaigns on the Intranet and 18 training sessions/workshops for those business areas where GDPR had the greatest impact.

    We actively contribute to the establishment of best practices codes, developed by IAB Polska and PIIT, which are intended to make it easier for companies such as Allegro to meet the requirements of the new regulation.
  • Buyer Protection Scheme (BPS)We want every customer to feel safe when shopping on our platform. That’s why we have created the Buyer Protection Scheme. The scheme covers all transactions where the purchased goods were paid for via Allegro Finance or by bank transfer.

    We want every customer to feel safe when shopping on our platform. That’s why we have created the Buyer Protection Scheme (BPS). The scheme covers all transactions where the purchased goods were paid for via Allegro Finance or by bank transfer.

    The main assumptions of the BPS:

    1. If the customer experiences issues after finalising the transaction, the scheme offers compensation of up to PLN 10,000.
    2. If the customer has paid for the goods but has not received them, we will refund 100% of the price paid for the item.*
    3. If the customer has received a product that is unacceptably different from the what was described in the offer, we will refund 100% of the price of the item.*
    4. If the contract was finalised via Allegro Finance, the compensation may also include the cost of shipping the item up to PLN 100.00.

    In items 2 and 3 the maximum amount of compensation is also PLN 10,000.

    We introduced changes to the Buyer Protection Program Terms and Conditions in August 2017, which makes it easier for our customers to receive compensation:

    • When applying for compensation, it suffices to produce a confirmation of notifying the Police,
    • The customer may send us the documents necessary to disburse the compensation electronically,
    • In the case of non-compliant goods, the customer may receive a refund of up to 100%.
    Uśmiech

    On dedicated pages (https://dlakupujacych.allegro.pl https://dlasprzedających.allegro.pl and https://allegro.pl/pomoc) our customers and partners will find all news and answers to the most frequently asked questions. They will also be able to contact us and clarify disputes concerning transactions directly with the counterparties. For their convenience, we are also present in social media, offering direct support on Facebook.

    In 2017, we also improved the out-of-court dispute resolution tool, called Discussions, which help users solve issues with their transactions directly with each other and, if necessary, ask Allegro for help. Our help is not only limited to enforcing compliance with the Polish law and the Allegro terms and conditions. We help better understand how our platform functions and we support our partners in running their on-line businesses.

    Discussions is a tool that has replaced the former dispute resolution centre. It allows to report and resolve issues directly between the parties to the transaction. The Terms and Conditions oblige the partner to provide exhaustive explanations within 24 hours from initiating the discussion by the customer. 24 hours after starting the discussions, the customer may ask for assistance. As many as 75% of the discussions end without our intervention, and customers can count on our active support in the remaining cases.

    Allegro is a safe place to shop. In 2017, the number of compensations paid in relation to the transactions was 0.0036% (or, in other words, 0.036 per mil of all transactions).
  • Cooperation in Protection of Rights (CPR) Protecting intellectual property... Thanks to the CPR scheme, we eliminate listings that involve illegal items and services. We mainly focus our efforts on preventing the sale of illegal merchandise on our platform.

    Protecting intellectual property. We make sure that only genuine products are offered on the Allegro platform. We have created the CPR scheme to eliminate listings that involve illegal items and services.

    Chronimy:

    • Rights of brand owners,
    • Sellers against the legal consequences of often unintentional infringement,
    • Buyers against buying illegal products.

    We mainly focus our efforts on preventing the sale of illegal merchandise on our platform. We react to notifications regarding infringement of industrial property rights or copyright.