This guide is being provided in order to help all stores isolate and report issues that might be occurring with the Retail Next hardware, namely the traffic counting element.  The guide is broken down into a few key scenarios, with steps to take in order to resolve.  The first step in all cases, is for the stores to involve their Market Managers.  In all cases, the stores should feel empowered to email support@retailnext.com and have a ticket opened directly.  Anytime that an email is sent to RN Support, techitsupport@untuckit.com should be in CC.

No Traffic

Issue:  Retail Next is not capturing ANY traffic for one day or more

Priority: Emergency

Steps to Resolution:

1. Reboot your Retail Next Hardware 

2. Review your traffic reports in an effort to understand when the counter stopped working, and if there are any other events that might have caused that (power outage, work done in store, etc.)

3. If, a few hours after the reboot, there is still no traffic, move to step 4 

4. Send an email to support@retailnext.com, cc your Market Manager, and techitsupport@untuckit.com

5.  Follow up until the issue is confirmed resolved

6.  If your counter is not counting, this is usually an indication that there is a network link failure, or a counter failure, TECHit will be able to do simple troubleshooting, before getting the RN Tech team involved

Traffic Variance

Issue:  Retail Next is counting traffic, but with severe discrepancies (example, you witnessed 5 people walk in, but RN counted 50)

Priority: Emergency

Steps to Resolution:

1. Reboot your Aurora (Entrance aka Traffic) camera and see if this has resolved the issue

2. Notify your Market Manager that you believe your counter is incorrectly counting

3. Determine a 30-45 minute window where you and/or your staff can do manual counts.  Conduct manual counts and tally them by hour, comparing that to Retail Next.

4. How to Run a Report of Hourly Counts in Retail Next

5. Open a ticket with support@retailnext.com, note the hours you manually counted, and the traffic discrepancies.  (i.e. We counted traffic from 12-3pm, and at 12 we manually counted 5 customers, and RN is showing 15)

6. TECHit / Retail Next will review the camera footage from the entrance camera during the time you noted the discrepancy and advise what the camera shows versus the count

7. If there is a concern on the traffic, Retail Next will send the ticket to audit.  NOTE: Retail Next will require 7-10 business days to conduct the audit.  Once the audit is complete, if no technical issues are identified with the counts, Retail Next will issue a charge to UNTUCKit