Updated November 25, 2024.

How do I reach support?

For all your questions, concerns, or ticket submissions related to Ellis, please reach out to us at ellis-support@woolman.io. Our dedicated team is always ready to assist you.

Is Ellis GDPR compliant?

Absolutely. The data within Ellis is securely stored in data centers situated within the European Union, ensuring compliance with GDPR regulations.

How long does the onboarding process take?

The onboarding process for Ellis is streamlined to be approximately a week-long. While the active engagement from your side might be minimal, the data ingestion from various systems can be time-consuming. We also allocate sufficient time for data validation and to set up necessary configurations to ensure smooth operation.

Do you offer eCommerce consulting services?

Yes, we do. The support and eCommerce consulting we offer varies based on the service level you choose. We highly advocate for the inclusion of growth and data analyst services alongside the Ellis platform. This approach aids merchants in realizing immediate business advantages and provides a comprehensive understanding of Ellis's potential. We can also connect you with a matching Shopify Agency partner who can leverage Ellis and data insights to the ecommerce development work.

Do you offer training?

Certainly. Each onboarding process  includes a training sessions to familiarize users with Ellis features and capabilities. However, if additional training sessions are required, they are available but come at an extra charge.

Can you customize Ellis's dashboards or integrate my proprietary datasources?

Absolutely. Our team can craft customer-specific dashboards tailored to your needs and integrate your datasources.

Can I customize Ellis dashboards myself?

Currently, direct customization of Ellis dashboards by users isn't supported. However, our adept data team can handle any customization requests you might have.

How Ellis converts currencies? 

Currency conversions  are performed daily, utilizing the daily rates published by Open Exchange Rates. These rates are compiled from multiple reliable sources and combined to provide an accurate average. Historical end-of-day rates are accessible for every day dating back to January 1, 1999.

Why my sales figures in Ellis differ from Shopify's reports?

The major difference comes from how Ellis and Shopify address returns. While Shopify associates returns to the return dates, Ellis associates them to order dates. This approach, originating from the Ellis user community, accurately represents your actual sales and refunds for the selected time frame. Read more about Ellis metrics and their calculation formulas here.