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.  Anytime that an email is sent to RN Support, D.Ventour@untuckit.com and R.Rykowski@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  as well as Restart the Traffic Counter and see if this has resolved the issue

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 techoutage@untuckit.com 

5.  If you do not hear from TECHit within a few hours, call your Market Manager, and call TECHit

6.  Follow up until the issue is confirmed resolved

7.  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. Check your fobs health and battery life as well.

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

4. 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.

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

6. Open a ticket with TECHit, 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)

7. TECHit will look further into the issue, discuss with your market manager, and open an audit ticket with RN if necessary

8. Retail Next will generate a ticket if warranted by step 6, and TECHit/RetailNext will respond to you within 12-24 hours with next steps.

9. 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

10. 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

FOB ISSUES

Issue:  You believe that your FOBs are not accurately counting, or employees are being counted as customers

Priority: Moderate

Steps to Resolution:

1. Review your FOB Health Report (If you are unsure of how to do this, contact your Market Manager)FOB Health Report guidance found here.

2. Ensure that your FOBs are either new FOBs, or if they are not, that you have replaced the batteries on the FOBs.  

3. If your FOBS are suspected to be low on battery, please consider a FOB Replacement

4.  Ensure that your FOBs are being used properly.  The FOBs MUST be worn by the employees when entering/exiting the store for any reason.

5. If you have verified points 1-4, please proceed

6. 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.

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

8. Send an email to support@retailnext.com, cc D.Ventour@untuckit.com and R.Rykowski@untuckit.com, and in the body of the email, note the hours you manually counted, and the traffic discrepancies.  (i.e. We counted employees from 12-3pm, and at 12 we manually counted 1 employee, 0 customers, and RN is showing 2 Customers and 0 staff).  Please also note the serial number of the employee tag which was worn by the employee doing the test.

9. The serial number for the tag is found inside the tag: