REAL SUPPORT. REAL SCENARIOS.
What Happens When You Call Us
No hold music, no scripted runaround. Below are real call types we handle every day — with the exact flow our specialists follow to get your store back online fast.
<15 min Average response
99.9% First-call resolution
24/7 All retail hours
30+ Years retail experience
Every Call Follows This Structure
1
Immediate Answer
Live specialist answers within 15 minutes. No automated menu maze.
2
Rapid Triage
We identify the issue and business impact within the first 2 minutes.
3
Remote Action
We connect remotely and begin diagnosis and resolution immediately.
4
Confirmed Resolution
We stay on the line until you confirm the system is working and customers are served.
Sample Support Call Scenarios
Click any scenario to expand the full call flow and resolution script.
⚠ BUSINESS IMPACT
Complete inability to process sales. Every minute = lost revenue. Customer queue forming.
✓ OUTCOME
Store opened on time. Faulty power cable re-seated. Remote diagnostic confirmed clean system health. Preventive hardware check scheduled.
Call Transcript
RetailCare Specialist
"Thank you for calling RetailCare Store Support — you're through to Michael. What's your situation?"
Store Staff / Manager
"Hi Michael — I'm the manager at FreshMart Groceries. My main register won't turn on. I open in 20 minutes and I've got people already waiting outside."
RetailCare Specialist
"Okay, I've got you. Store name and which POS system are you running?"
Store Staff / Manager
"FreshMart Groceries, Melbourne. We're on Lightspeed Retail."
RetailCare Specialist
"Perfect — I can see your environment right here in our system. When you press the power button, does anything happen at all? Any lights, fans, beeps?"
Store Staff / Manager
"It just flashes once and then nothing."
RetailCare Specialist
"That sounds like a power supply issue. Before we go further — do you have a second register or a tablet you can use as a temporary terminal?"
Store Staff / Manager
"We have an iPad but we've never set it up for POS."
RetailCare Specialist
"That's fine — while I walk you through a quick hardware check on the main unit, I'll simultaneously have our team prepare your Lightspeed credentials for the iPad. We can have a working checkout in 8 minutes. First — can you check the power cable connection at the back of the unit?"
Store Staff / Manager
"It looks loose actually."
RetailCare Specialist
"Reseat it firmly and try again."
Store Staff / Manager
"... It's booting! I can see the Windows loading screen."
RetailCare Specialist
"Excellent. I'm going to connect remotely now to run a quick diagnostic and make sure Lightspeed loads clean before you open. Can you see the TeamViewer icon in the taskbar?"
Store Staff / Manager
"Yes — ID is 485 229 183."
RetailCare Specialist
"Connected. Running a disk check and verifying the Lightspeed service started correctly... everything looks healthy. Open Lightspeed now and test a $0.01 transaction on a test product."
Store Staff / Manager
"Done — it worked. Thank you so much."
RetailCare Specialist
"Great. I'm logging this incident and scheduling a proactive hardware health check on that unit for tomorrow morning. You'll get an email summary in the next 10 minutes. Go open your store."
⚠ BUSINESS IMPACT
Card payments represent 85%+ of retail transactions. Revenue loss accelerating by the minute.
✓ OUTCOME
Terminals switched to Tyro 4G backup in under 3 minutes. Sales resumed. Automatic failover configuration booked as follow-up.
Call Transcript
RetailCare Specialist
"RetailCare Support — this is Sarah. What's happening?"
Store Staff / Manager
"All our card machines are getting DECLINED on every transaction. It's been 15 minutes, customers are walking out, it's a disaster."
RetailCare Specialist
"I'm on it. Which payment terminal provider — Tyro, CommBank, ANZ, or other?"
Store Staff / Manager
"Tyro."
RetailCare Specialist
"Which error are you seeing on the Tyro terminal screen — is it 'Host Unavailable', 'Communication Error', or 'Declined' with a code?"
Store Staff / Manager
"It says 'Host Unavailable' on all three machines."
RetailCare Specialist
"That's a connectivity issue between your terminals and Tyro's processing network — not a card problem. First check: what does your router look like — is the internet light solid or flashing red?"
Store Staff / Manager
"Flashing red — actually the whole router looks off."
RetailCare Specialist
"Your internet connection is down. That's what's killing the Tyro link. Power cycle the router — hold the power button for 10 seconds, wait 30 seconds, then turn it back on. While you do that I'm checking your ISP status page."
RetailCare Specialist
"I can see there's an outage reported in your area with Aussie Broadband — ETA for restoration is 18 minutes. While the router reboots, here's your immediate fallback: Tyro terminals have a 4G backup SIM. Press and hold the green button on the Tyro terminal for 5 seconds — it should switch to mobile fallback mode."
Store Staff / Manager
"Trying... it just showed 'Switching to Mobile' and then 'Ready'."
RetailCare Specialist
"Perfect. Test a transaction now."
Store Staff / Manager
"Approved! All three are working!"
RetailCare Specialist
"You're live on 4G backup. I'll monitor your internet restoration and send you an alert when your fixed line comes back. I'm also logging a follow-up to review your router's failover configuration so this switches automatically next time without a call."
⚠ BUSINESS IMPACT
All wireless devices offline. Only hardwired terminals functioning. Stock management impossible.
✓ OUTCOME
PoE switch power cycled. All 4 access points restored. RMM alert configured for PoE budget monitoring going forward.
Call Transcript
RetailCare Specialist
"RetailCare Support — David speaking. What's the issue today?"
Store Staff / Manager
"Everything wireless in the store just dropped. POS terminals, our handheld scanners, and the EFTPOS machines on our floor — all offline. The ones at the counter with cables still work."
RetailCare Specialist
"Good — that tells me immediately it's a WiFi layer problem, not your internet connection. Are your stores running Ubiquiti UniFi or Cisco Meraki access points?"
Store Staff / Manager
"Ubiquiti — I think. There's a white circular disc thing on the ceiling."
RetailCare Specialist
"That's a UniFi AP. I'm connecting to your UniFi controller remotely now... I can see it. Three of your four access points are showing offline. The fourth is up, which is why counter devices still work. When did this start?"
Store Staff / Manager
"About 20 minutes ago. Nothing changed — no one touched anything."
RetailCare Specialist
"I can see in the logs — your network switch rebooted 22 minutes ago and the PoE budget on Port 2 dropped, cutting power to those three APs. This is a PoE power issue on the switch. Can you find a grey box on the wall — usually in your back room — with lots of Ethernet cables plugged in? It'll have indicator lights."
Store Staff / Manager
"Yes — got it. Some lights are orange instead of green."
RetailCare Specialist
"Orange means PoE fault. I need you to find the power adapter plugged into this switch — it's a black brick — and unplug it from the wall. Wait 20 seconds then plug it back in."
Store Staff / Manager
"Done... lights are all going green... and WiFi just came back on the handheld scanner!"
RetailCare Specialist
"Excellent. I'm watching all four APs come back online in the controller right now. Give everything 60 seconds to reconnect... confirmed — all devices back. I'm setting up a PoE monitoring alert so we get notified before this causes a full outage next time."
⚠ BUSINESS IMPACT
Customer experience impacted. Compliance issues for returns/refunds without receipts. Checkout slowdown.
✓ OUTCOME
Print spooler cleared and restarted remotely. 47 stuck jobs cleared. Automated self-healing script deployed via RMM to prevent recurrence.
Call Transcript
RetailCare Specialist
"RetailCare Support — how can I help?"
Store Staff / Manager
"My receipt printer at checkout 2 stopped printing about an hour ago. POS is still processing but no receipts come out. The printer's on but nothing's happening."
RetailCare Specialist
"Which printer model — is it an Epson TM-T88 series? And does it connect via USB or network cable to the POS?"
Store Staff / Manager
"Epson TM-T88VI. USB."
RetailCare Specialist
"Okay. First let's do a self-test — hold down the feed button on the printer while turning it off and back on. It should print a test page."
Store Staff / Manager
"It printed a test page — so the printer itself works."
RetailCare Specialist
"Good — that rules out the hardware. This is a driver or spooler issue on the POS. Let me connect remotely... I can see your Lightspeed POS. The print spooler service has crashed and there are 47 print jobs stuck in the queue. That's what's blocking it."
RetailCare Specialist
"I'm clearing the stuck queue and restarting the spooler service now... done. Can you process a small test transaction and see if a receipt prints?"
Store Staff / Manager
"Yes — it just printed!"
RetailCare Specialist
"Perfect. I'm also setting up automatic print spooler recovery in your RMM — if this happens again, the system will self-heal within 2 minutes without needing a call. I'll send you a report of what caused the initial spooler crash."
⚠ BUSINESS IMPACT
Regulatory compliance risk — displayed prices must match POS prices. Brand and customer trust impact.
✓ OUTCOME
Three BrightSign players rebooted remotely. Correct pricing confirmed across all 5 screens. Automated content propagation monitoring configured.
Call Transcript
RetailCare Specialist
"RetailCare Support — James here."
Store Staff / Manager
"Hi James — I'm opening manager at QuickBite on Collins Street. Our menu boards are showing yesterday's pricing. We updated the content last night but only two of the five screens updated. I open in 45 minutes."
RetailCare Specialist
"I'm on it. You're using BrightSign players — I can see all five in your BrightSign Network account. Which two screens updated correctly?"
Store Staff / Manager
"The two near the counter. The three on the wall above the queue didn't change."
RetailCare Specialist
"I can see the issue in the BrightSign logs — the three wall units downloaded the new content but failed to switch presentations at the scheduled time. Their local presentation was locked. I'm pushing a remote reboot command to those three players now."
Store Staff / Manager
"They've all gone black... now they're coming back on... and the pricing is correct! All five match now."
RetailCare Specialist
"Confirmed in the dashboard. The root cause was a presentation lock that triggers when a screen is manually interacted with — probably someone pressed a button on the unit. I've disabled manual interaction lockout and set up a content verification check in BrightSign Network so we'll get an alert any time a scheduled update doesn't fully propagate to all screens within 10 minutes."
⚠ BUSINESS IMPACT
Foot traffic data gap breaks conversion rate reporting, staffing models, and head-office KPI dashboards.
✓ OUTCOME
Gateway power cycled. Full day's buffered count data uploaded. Zero data loss. Proactive connectivity monitoring added to prevent future silent failures.
Call Transcript
RetailCare Specialist
"RetailCare — how can I help?"
Store Staff / Manager
"Our people counter dashboard is showing zero all day. We've had a very busy Saturday but it looks like nothing was recorded. We use Xovis."
RetailCare Specialist
"I can check the Xovis sensor connectivity directly. What's the store name?"
Store Staff / Manager
"Corner Fashion, Chadstone Shopping Centre."
RetailCare Specialist
"I can see your sensor in the Xovis management portal — it's showing as online but the data stream to the analytics server stopped at 7:14 AM this morning. The sensor itself is counting; it's the data transmission that broke. Can you check if there's a small box near your entrance — about the size of a thick book, usually white — that's the Xovis gateway?"
Store Staff / Manager
"Found it. It has a red light."
RetailCare Specialist
"Red means the gateway lost its connection to the Xovis cloud server. Power cycle it — unplug for 30 seconds and plug back in."
Store Staff / Manager
"Done... light went amber... now solid green."
RetailCare Specialist
"I can see it reconnecting in the portal right now. Good news — the sensor stored all today's count data locally during the outage. It's currently uploading the backfill... I can see it processing. Your dashboard will show the complete day's data within about 4 minutes. No data was lost."
Store Staff / Manager
"That's a relief. The area manager would have been unhappy with a blank Saturday report."
RetailCare Specialist
"Understood. I'm adding a gateway connectivity monitor to your account — if it loses connection for more than 15 minutes, we'll proactively call you before the data gap becomes a reporting issue."
⚠ BUSINESS IMPACT
Single checkout blocked. Risk of duplicate charge if operator hard-reboots. Customer frustration.
✓ OUTCOME
POS recovered without hard reboot. Transaction confirmed recorded. Customer receipt sent by email. Memory leak fix deployed via RMM after hours.
Call Transcript
RetailCare Specialist
"RetailCare Support — how can I help?"
Store Staff / Manager
"My POS is completely frozen. I'm in the middle of a $340 transaction and it just stopped. The customer is standing here. What do I do?"
RetailCare Specialist
"Don't hard-reboot it — we can recover this cleanly. First: has the EFTPOS terminal confirmed the payment already, or was it still processing?"
Store Staff / Manager
"The EFTPOS says 'Approved' but the POS screen is still frozen."
RetailCare Specialist
"The payment went through successfully — your customer is paid. Tell them the transaction is approved and offer to email their receipt. Now let's recover the POS without losing the sale record."
RetailCare Specialist
"Can you open TeamViewer on another device — another register, a phone, or a laptop — and give me the ID?"
Store Staff / Manager
"Using my phone — ID is 318 904 712."
RetailCare Specialist
"Connected. I can see the frozen Lightspeed session. I'm going to kill the frozen process and restart Lightspeed — this won't affect the completed transaction because it was written to the database before the freeze. Restarting now..."
Store Staff / Manager
"It's loading again... and I can see the sale in the completed transactions list. It's there."
RetailCare Specialist
"Perfect — the sale is recorded, payment is matched. Email the customer their receipt from the completed sale. I'm pulling the crash log now to identify what caused the freeze — it looks like a memory leak in the Lightspeed print module. I'll push a fix via RMM tonight during closed hours. You won't need to do anything."
⚠ BUSINESS IMPACT
Store cannot open. Staff arriving, customers expected from 7:00 AM. Every minute costs revenue.
✓ OUTCOME
Store opened at 6:59 AM — 1 minute before first customers. Tripped circuit identified and reset. UPS recommendation documented in incident report.
Call Transcript
RetailCare Specialist
"RetailCare 24/7 Support — you've reached the after-hours emergency line. What's happening?"
Store Staff / Manager
"It's 6:47 AM. I'm trying to open the store and nothing works. POS won't start, router has no lights, EFTPOS just says 'No Power'. We've had storms overnight."
RetailCare Specialist
"Storm-related power interruption — this is a systematic recovery. I'm going to get you open in under 15 minutes. Follow my steps in exactly this order. Step one: go to your power board or UPS in the back room. Is anything physically tripped?"
Store Staff / Manager
"Yes — there's a red button popped out on the power board."
RetailCare Specialist
"That's a tripped circuit breaker. Push it back in firmly until it clicks. Now tell me what lights come on."
Store Staff / Manager
"Router lights are all coming on... EFTPOS is beeping... POS is booting!"
RetailCare Specialist
"Good — wait 90 seconds for the router to fully establish internet. While you wait, check the EFTPOS screen — does it show 'Connecting to Host'?"
Store Staff / Manager
"Yes — now it says 'Ready'."
RetailCare Specialist
"I'm watching your systems come back in our RMM right now — all three POS workstations are showing online. I'm remotely verifying that Lightspeed started cleanly and no transactions were lost... confirmed clean. Test one payment on EFTPOS — a $0.01 charge to a card if you have one."
Store Staff / Manager
"Approved. We're ready."
RetailCare Specialist
"Open your store. I'll send a full incident report in 20 minutes. I'm also recommending we install a UPS with automatic power conditioning on your server rack — this ensures a clean shutdown next time there's a power event rather than a hard cut. I'll include the options in the report."
⚠ BUSINESS IMPACT
Checkout queue growing rapidly. Customer frustration. Staff stress. Lost sales from walkouts.
✓ OUTCOME
Windows Update processes suspended remotely across 3 terminals. CPU normalised. Patch management policy applied — updates restricted to 3 AM window outside trading hours.
Call Transcript
RetailCare Specialist
"RetailCare Support — what's happening?"
Store Staff / Manager
"All three checkouts are incredibly slow today. It's our Boxing Day sale — we're absolutely packed and every transaction is taking a minute. It's normally instant."
RetailCare Specialist
"I'm looking at your endpoints in RMM right now... I can see the issue immediately. Windows has pushed a forced update and all three workstations are at 97-98% CPU usage running the Windows Update service in the background. This is happening because the update was scheduled for this morning without exclusion for peak hours."
Store Staff / Manager
"Can you fix it now?"
RetailCare Specialist
"Yes — I'm pausing Windows Update on all three terminals right now via RMM and killing the update processes. CPU should drop in about 20 seconds."
RetailCare Specialist
"Watch the speed on your terminal... how is it now?"
Store Staff / Manager
"Much faster — it just processed in 4 seconds."
RetailCare Specialist
"All three are back to normal CPU — under 15%. I'm rescheduling those Windows updates to run at 3:00 AM on non-peak days. I'm also applying a patch management policy to your RMM profile that blocks any updates during your trading hours — Monday to Sunday, 8 AM to 9 PM. This won't happen again."
⚠ BUSINESS IMPACT
Foundation call — getting this right means all future support calls are resolved faster.
✓ OUTCOME
RMM agents deployed across 4 terminals in both stores. IT Glue documentation complete. Credentials secured in vault. Proactive monitoring active from Day 1.
Call Transcript
RetailCare Specialist
"Welcome to RetailCare — you're through to our onboarding team. I'm Alex. Congratulations on joining us. Today we're going to get your two stores fully set up in our systems so that any future issue is resolved in minutes, not hours. Does that sound good?"
Store Staff / Manager
"Yes, looking forward to it. We've had so many issues with our old IT company taking hours to respond."
RetailCare Specialist
"That's exactly what we're here to fix. I'm going to walk you through three things today: deploying our RMM agent on your POS workstations, documenting your environment in IT Glue, and setting your contact preferences. Each step is quick. Let's start with Store 1 — can you give me the TeamViewer ID on your main register?"
Store Staff / Manager
"Store 1 main register — ID 628 441 903."
RetailCare Specialist
"Connected. I can see you're running Windows 11 Pro, Lightspeed Retail, and a Tyro EFTPOS integration. I'm deploying the Kaseya VSA agent now — it'll take about 90 seconds and won't interrupt anything... done. Your workstation is now visible in our monitoring dashboard. I'll do the same for each terminal. While I deploy to Store 1 terminal 2, tell me — what's your SSID for the store WiFi and who's your internet provider?"
Store Staff / Manager
"WiFi is 'FashionHub-Store', internet is Aussie Broadband on a business 100/20 plan."
RetailCare Specialist
"Logging that in IT Glue now. I'm also running a network discovery — this will automatically map all your devices and pull serial numbers and specs. You'll have a complete IT asset register by the end of this call. One important thing — where do you store your Lightspeed admin credentials and Tyro merchant PIN?"
Store Staff / Manager
"Uhh — in a notebook in the back office drawer."
RetailCare Specialist
"I'd like to move those into our encrypted IT Glue password vault today. You'll still have access any time, but they're protected, auditable, and our team can use them securely during support calls without you having to read them out each time. Happy to do that?"
Store Staff / Manager
"Yes — that sounds much better."
RetailCare Specialist
"Done. All terminals across both stores are now monitored. You're fully onboarded. Here's what happens from now: if any of your POS workstations develop an issue, our system alerts us before it becomes a problem. If you ever need us, call 1800 811 821 — identify your business name and we'll have your full environment on screen before you finish your first sentence."
What We Never Do
Our commitments to you on every single call.
✕
Put you on hold for more than 15 minutes
Instead: A live specialist answers or calls back within 15 minutes
✕
Ask you to "turn it off and on again" and hang up
Instead: We stay on the call until the issue is confirmed resolved
✕
Blame your internet provider and close the ticket
Instead: We escalate to your ISP on your behalf and track the resolution
✕
Ask the same diagnostic questions twice
Instead: Your full environment is in IT Glue — we know your setup before you speak
✕
Charge extra for after-hours urgent retail issues
Instead: Your plan covers retail hours — no surprise invoices
✕
Send a junior technician who doesn't know retail
Instead: All specialists have retail IT experience — they know POS, EFTPOS, and retail ops
Ready to Have This Level of Support?
Join 1,000+ retailers who call us instead of panicking when technology fails.
Average response time under 15 minutes · No lock-in contracts · Cancel anytime