Security and incident response

What this covers

This page sets out how we look after the data sellers trust us with, and what happens if something goes wrong. It applies to the seller portal, the Shopify app, and the servers behind both.

How the data is held

Everything travels over an encrypted connection. The database sits on a private network with no port open to the internet. Backups run every night and are encrypted before they are stored. Only two named people hold production access, and they reach the server with a key rather than a password.

Who can see a buyer's details

A seller sees only their own parcels. Our staff reach buyer details only to resolve a specific parcel problem, and that access is recorded with who looked and when. Buyer name, phone and address go to the courier carrying the parcel, and nowhere else.

What counts as an incident

Any sign that data has been seen, changed or taken by someone who should not have been able to: a stolen credential, an unexpected login, a bug that showed one seller another seller's parcels, or a report from a seller or a researcher.

The first day

We shut the door first and investigate after. That means revoking the credential or taking the affected part offline, then working out what was reached and whose data it was. Everything found is written down as it is found, with times, because memory is not evidence.

Telling the sellers affected

Any seller whose data was involved is told within 72 hours of us confirming it, by email and by phone. We say what happened, what of theirs was involved, what we have done, and what they should do. We do not wait for the investigation to finish before telling them.

Afterwards

The hole is closed, the fix is tested, and we write down what let it happen so the same gap does not open twice. Where a courier or another supplier was involved, we take it up with them in writing.

Telling us about a problem

If you find a weakness, write to info@fclcourier.pk with enough detail to reproduce it. We answer within two working days. Please do not test against another seller's account or a real buyer's data.