HELP & GUIDANCE

Frequently asked questions

Answers for organisations running Mystery Shopping and assurance programmes, and the people completing fieldwork.

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Who are you looking for answers as? Clients & Agencies Shoppers

For clients and agencies

What is RetailHawk?

RetailHawk supports agency fieldwork and authorised client reporting.

What programmes can RetailHawk support?

Mystery shopping, field audits and service-quality programmes.

How do we start?

Define the client, locations, questionnaire, assignments and reviewers.

Can we migrate data?

We scope data mapping and validation. Migration guide.

How do integrations work?

We assess interfaces and permissions. Integrations.

Who gets assignments?

The agency controls shopper eligibility and allocation.

How is work reviewed?

Reviewers approve or return work for correction before client release.

What reports can clients see?

Authorised users see released results in their permitted scope. Features.

How are findings followed up?

Teams use reviewed findings to agree next actions.

Who pays shoppers?

The engaging agency sets fees and handles payments, not RetailHawk.

Does fieldwork work offline?

No. RetailHawk does not currently provide offline fieldwork, so shoppers need a working connection when using the fieldwork flow.

How is data secured?

Access is scoped by organisation and role. Security overview.

What is included in onboarding?

We agree setup, roles, training and support contacts with your team.

Where do we get support?

Use the agreed support contact or contact us.

How does pricing work?

Pricing depends on programme scope. Discuss your needs.

Can we book a demo?

Yes. Request a tailored demonstration.

Assurance programmes

Is RetailHawk still a mystery-shopping platform?

Yes. Mystery Shopping stays at the heart of RetailHawk. Assurance programmes use the same controlled programme, questionnaire, evidence, review and release model. Assurance overview.

How do Mystery Shopping and standards audits work together?

Run them as separate programmes for the same client or locations, then use released results to compare the different evidence sources. Standards auditing.

Can we use our own audit framework or questionnaire?

Yes. You author and publish your own questionnaires, so the programme follows your framework rather than a fixed RetailHawk checklist. Questionnaires.

What evidence can be collected?

Structured answers can include supported image or PDF evidence requested by your questionnaire. Evidence remains tied to the submission through review and release. Evidence trail.

How are assurance results checked before anyone sees them?

A separate reviewer approves, returns or rejects submitted work. Client visibility is a separate controlled release step. Review workflow.

How can reviewed findings be followed up?

Use the reviewed, released result as the evidence for your follow-up process, then use a later assessment or re-test to verify what changed. RetailHawk does not provide a native corrective-action workflow. Follow-up model.

Can we reassess the same locations or targets regularly?

Yes. Programmes run in cycles, so the same scope can be assessed again and released results compared over time. Scheduling.

Can we test privacy processes such as data-rights or consent journeys?

Yes, as authorised structured test programmes against your own brief. RetailHawk records the observations and evidence; it does not provide legal advice. Privacy testing.

Can we assess suppliers and third parties?

Your assessors can run recurring third-party assessments against your framework, with supported evidence and independent review. RetailHawk does not certify or approve suppliers. Supplier assurance.

What is Data Trace?

Data Trace is a controlled seeding pattern using synthetic identities and human-recorded evidence. It is not surveillance or automated source attribution. Data Trace.

Can consultancies deliver their own methodology through RetailHawk?

Yes. Consultancies can use their own questionnaires, assessors and review standards within the RetailHawk operating model. No white-label or reseller arrangement is implied. Consultancies.

Does RetailHawk provide legal advice or certification?

No. RetailHawk runs and evidences your programme. It does not give legal advice or certify compliance; your organisation and advisers decide what the evidence means.

Who can see assurance results?

Only authorised users within the client and programme scope granted to them, and client-facing results must be explicitly released. Security.

Where is RetailHawk hosted?

Built and hosted in the UK. Security overview.

For shoppers

Does RetailHawk recruit or employ shoppers?

No. Agencies recruit and engage shoppers; RetailHawk supplies software.

How do I get an account?

Your agency arranges access. Sign in once invited.

I forgot my password. What next?

Use Forgot password, or contact your agency.

Why can I not see a visit?

Your agency sets opportunity eligibility and availability.

How do I request work?

Read the brief and use the booking or request action.

What should I check before a visit?

Check location, visit window and assignment instructions.

How do I submit my questionnaire?

Complete the questions, follow evidence instructions and submit the assignment.

Can I work without internet?

No. RetailHawk does not currently provide offline fieldwork, so you need a working internet connection while completing and submitting fieldwork. Follow your agency’s device and connectivity guidance as well.

What if a reviewer returns my work?

Read the feedback, make corrections and resubmit.

Can I work for multiple agencies?

Each agency manages its own access and assignments.

Where are my payment statements?

Ask your agency about fees and payment queries.

How is shopper privacy handled?

See the privacy notice and ask your agency about its records.

Who provides support?

Contact your agency for assignments or contact us about the website.

Audits and assessments

I have been asked to complete an audit or assessment, not a mystery shop. Is that different?

The basic steps are the same: read the brief, complete the questionnaire, add the evidence requested and submit. Your agency defines the programme.

Can I tell the person I am assessing that I am using RetailHawk?

Follow your agency's brief. It defines whether the visit or assessment is announced or unannounced.

Still have a question?

For an assignment or payment enquiry, contact the agency that engaged you. For a product discussion, contact RetailHawk.