Support
Not a ticket queue, not a chat widget, and not a first-line script reading from a page you could have read yourself. One small Australian company, and the software was written by the man who answers.
5pm to midnight Eastern · 2pm to 9pm Pacific · outside those hours, leave a message and we call back
We are in Australia. Five in the evening in New York is nine the next morning in Sydney, so those hours are simply when we are awake and at a desk.
It is not a shift pattern and there is no overnight team. Saying so is better than implying a support floor that does not exist — and it happens to line up well, because most physical counts run in the evening, after the doors shut and the stock stops moving.
A count that starts at 5pm and runs into the night is covered end to end. That is the case this was built around.
Midnight Eastern is 9pm for you, so a late count runs past the window. Tell us your count date and we will cover it — we shift the hours for a booked count rather than leave you on your own at 10pm.
The line takes a message and we call back. The voicemail is checked, not decorative. If it is urgent, say so in the message and say what time you are counting.
This is the part that actually matters. Everything else can wait until morning; a stalled count cannot.
The scanner stores nothing. Every count goes straight to the portal as it is made, which means a count that has been accepted is already recorded and is visible on the portal from any browser.
It also means the reverse, and it is the more useful half: if a count did not reach the portal, the operator is told immediately — while they are still standing at the rack and can simply scan it again. There is no queue to sync and nothing to discover afterwards.
Open app.stocktakesonline.com on any phone or laptop and look at the live count. If your counts are appearing there, the system is working and the problem is on one device — usually wifi at the far end of a warehouse.
Start with that. “We are counting right now” moves you to the front of anything else, because a count is a night that cannot be repeated cheaply.
Have ready: your company name, which site, and roughly what the screen said. A photograph of the scanner screen is worth five minutes of description.
Everything below is something an admin can do themselves on the portal. We will also just do it, if you would rather we did — one customer has had us activate his count for him every year since 2010, because he prefers it that way and it takes us two minutes.
We look at a customer’s data when that customer asks us to, to help with a problem, and not otherwise. See the privacy page.
Book a set-up call. It takes twenty minutes, it is free, and it is the single thing that most reliably stops a bad night: we go through your parts file, your bin naming, how many scanners you need for the size of the count, and what the numbers go back into.
Counting at year-end? Talk to us by mid-December. Not because we will be full, but because a parts file that needs work is much easier to fix on the 10th than on the 30th.
The phone is answered, or you get a call back inside the hour.
Email and voicemail are answered the same working day, Sydney time. If something will take longer, we say so and say why, rather than going quiet.
Promise a fix before we understand the problem, or tell you it is working when it is not. A number that is wrong is worse than no number, and that goes for an answer too.
Barcode Datalink Pty Ltd, trading as Stocktakes Online. 12 Preston Way, Berowra NSW 2081, Australia. Selling, installing and supporting barcode systems — scanners, printers and the software that drives them — since 1991.
In the United States, the software is the whole of what we offer. For scanners, printers and labels, use a local supplier: Zebra’s reseller locator will find one near you, and we are happy to say on the phone which model suits your count.