Customer Support

For all support requests, please email contact+petsuite@infuse.us

Before contacting support, please review the FAQ below. It is organized into several sections for convenience:

  1. Setup and General Questions

  2. Inventory

  3. Ordering

  4. Analytics

Setup and General Questions

1. How do I get set up on the Petsuite app?

Sign up via the Petsuite Web Portal. During the signup process, you will be prompted to purchase the Petsuite app in the Clover app store. Please download the Petsuite app to all of your Clover devices. You will need to finish the setup process in the web portal before you can use the app on Clover.

2. What Clover devices does Petsuite work on?

Petsuite works on the Clover Station, Clover Mobile, and Clover Mini.

3. Do I need a Phillips account to use Petsuite?

Yes. You will need to authenticate your Phillips account during the setup process. However, Petsuite is an open platform to all distributors, and you can order from any distributor via the platform. Phillips Pet Food & Supplies is our first integrated distributor partner, which means you get extra Phillips-specific features like automatic catalog syncing and order tracking. We plan to integrate with more distributors in the future.

4. What Clover Plan do I need to use Petsuite?

You can use Petsuite with any plan, although we recommend using the Clover Register plan to take full advantage of the inventory features.

5. Who do I contact if I have feedback or want to see additional app functionality in the future?

We’d love to hear from you. Please submit any feedback or feature requests to contact+petsuite@infuse.us

Inventory

1. How do I upload my inventory?

Log into the web portal on your computer, go to Settings, and click on Inventory Upload. From there you can click Choose File to select a CSV file of your inventory. Then click Upload File to upload your inventory. Read the instructions on that page closely to make sure you have the file formatted correctly. You can also download a template file from that same page. The upload may take several minutes if you have a large file. If you have difficulty uploading your inventory file, please email contact+petsuite@infuse.us.

You can upload inventory as often as you like. New items will be added to your current inventory. If you upload a UPC that already exists, the newly uploaded information will overwrite the pre-existing information for that item.

2. How do I create new inventory without an upload?

There are several easy ways to create new inventory items. The fastest method is to use a Clover Mobile. Open the Petsuite app on your Clover Mobile, tap Add Item on the Inventory tab, and then scan the UPC barcode of the item you want to add. The UPC will be filled in, and, if the item is recognized, the system will auto-populate the item name, image, and more. If you’d like to add many items, use the Save and Add New button to quickly scan many items.

You can also manually enter new items in the Clover app and/or via the Petsuite web portal.

3. How do I set up my Brands and Categories?

Go to Settings in the web portal or in the Petsuite Clover app, and select Brands or Categories in the sidebar. Here you can view your current Brands and Categories, edit them, and add new ones. Brand and Categories will also be added if you upload an Inventory CSV with new Brands or Categories in it.

To apply a brand to an inventory item, select the item from the Inventory tab to reach the Inventory Item Details page. Then select a brand from the brand dropdown. To apply a category item, tap the Add New button in the Categories section of the same page. Then select a category from the dropdown. Categories function like tags, and an inventory item can have many categories.

4. How do I search my inventory?

Use the search bar on the Inventory page to search your inventory by brand, product name, SKU, or UPC. You can use this in addition to the Filter button for more advanced searching. You can filter on almost any inventory item field, and you can apply many filters at once. You can also tap the table headers to sort the table entries A->Z or Z->A on any header.

5. How do I get images of my inventory items into the system?

Inventory item images are automatically populated for items that the system recognizes (Petsuite recognizes items based on UPCs) when items are saved. Currently, you cannot manually upload your own inventory item images.

6. How do I set up pricing for my inventory items?

Select an item from the Inventory page to reach the Inventory Item Details page. Then go to the Pricing & Ordering tab. Here you can set up pricing for Eaches and/or Cases of your item. If you set Pricing Method to Absolute, then you can manually enter prices for Each and Case. If you instead set Pricing Method to Margin, then the Each and Case prices will automatically be populated based on the Price Margin and the Each Cost and Case Cost. You can enter a percentage or dollar margin, and you can also enter a rounding value (ex: enter 99 in Price Margin Rounding to round prices to the nearest 99 cents). If Each Cost and/or Case Cost is left blank, then the respective price will also be blank.

If a price is blank, the item will not show up in the Clover Register app with that unit. For example, if you give an item an Each Price but no Case Price, you will be able to sell it in Eaches but not in Cases.

You can also set pricing for many items at once via inventory CSV upload and/or the bulk edit feature.

7. How do I set up reorder thresholds for my inventory items?

Select an item from the Inventory page to reach the Inventory Item Details page. Then go to the Pricing & Ordering tab. On this tab, enter a value for Minimum Quantity Threshold and Maximum Reorder Target. The minimum must be less than the maximum. These values will be used during ordering to enable you to automatically reorder the item if its quantity falls to or below the minimum. For example, if you set minimum to 3 and maximum to 10, and your store quantity of the item is 2, then you will be able to automatically reorder 8 quantity of the item (to get you back up from 2  to 10). Refer to the Ordering section for more information on how to reorder items.

 

8. How do I bulk edit my inventory?

Select the Bulk Edit tab under Inventory in the sidebar. Use the checkboxes to select the items that you would like to edit. You can use the search bar and filters to narrow down to the items that you want. Tap the checkbox at the top of the table to select all items that meet your search/filter criteria.

Click the Edit Items button and select which item fields you would like to view/edit. You can view/edit five fields at once, and it is recommended that you make Name and Brand two of these fields (so you know which items you are looking at). After choosing fields, you will reach the Edit Selected Fields page. On this page, you can edit individual fields for each item. You can use the Edit All buttons at the top of each column to edit that field for all selected items (for example, you can change the pricing of all selected items at once).

When you are done applying edits, tap Save Edits to confirm your changes. You can then go through the flow again if you want to edit different fields and/or items.

9. How do I print inventory labels?

Currently, you can print labels only from the Petsuite Clover app. To do so, you will need the Clover-approved Brother QL-720NW Label Printer set up with 1.1” by 2.4” labels. Follow the printer instructions to set it up on your wi-fi network. Once it is powered up and on your wi-fi, it will automatically be detected by the Petsuite app.

Go to the Print Labels tab under Inventory in the Petsuite app. Select the items for which you would like to print labels. You can use the search bar and filters to narrow down to the items that you want. Tap the checkbox at the top of the table to select all items that meet your search/filter criteria. When you have selected all items, tap the Print Labels button. If the printer is detected on your network, you will get a confirmation pop-up. Confirm in the pop-up and your labels will begin printing.

10. How does Petsuite inventory work with Clover’s inventory app?

Inventory items entered into Petsuite are automatically synced and added to the Clover Inventory app. This is necessary to enable the items to be sold in the Clover Register app. It is important that you do not use the Clover Inventory app. Do not add, remove, or edit any items in the Clover Inventory app.

If you would like to stop an item from being sold in the Clover Register app, remove its prices from your inventory in Petsuite. This will remove the item from the Clover Inventory app. If you add prices in Petsuite, the item will be added back.

If you are adding, editing, or deleting many items at once in Petsuite, sometimes it can take a while before those changes are synced with Clover. If you experience any trouble with your Clover inventory, please email contact+petsuite@infuse.us.

Ordering

1. How do I upload or update a distributor catalog?

Log into the web portal on your computer, go to Settings, and click on the Distributors tab. Click Add New to add a new distributor, or select a distributor from the list if you have already created one. Before you can upload a catalog, the distributor will need a name. The contact and address information is optional. Go to the Upload Catalog tab, and from there you can click Choose File to select a CSV file of the distributor’s catalog. Then click Upload File to upload the catalog.

Read the instructions on that page closely to make sure you have the file formatted correctly. Some distributors use non-standard formatting, and you may need to edit the file. You can also download a template file from that same page. The upload may take several minutes if you have a large file. If you have difficulty uploading a distributor catalog, please email contact+petsuite@infuse.us.

You can upload distributor catalogs as often as you like. We recommend uploading a new catalog for each distributor once a month (except Phillips, which updates automatically each night). When you upload a new catalog for a pre-existing distributor, any previously uploaded items for that distributor that are not in the new catalog will be removed (i.e., items that have been discontinued by the distributor).

2. How do I update my Phillips catalog?

Your Phillips catalog is automatically updated every night. The pricing, item availability, and promos shown in the catalog are the same as those you access in the Phillips Mobile Ordering app and the Phillips website.

3. How do I place an order?

Go to the Ordering page on the Petsuite Web Portal or the Petsuite app on a Clover device. Tap Create Order, and then choose the distributor from which you’d like to order. If you’d like to have items that are at or below their minimum reorder threshold automatically added to the order, leave the reorder checkbox checked.

After you confirm the distributor, you will reach the Create Order page. From this page, you can add items to your order via searching, filtering, looking at recommendations and previous orders, and/or scanning. When ready, tap View Cart to review your order. From here you can save a draft of the order for later, or you can continue to checkout.

The checkout page has a generated PO#, which you can edit as needed. When ready, tap Place Order and follow the prompts in the pop-up. If you are ordering from Phillips, your order will automatically be sent right into their system without any additional work from you. If you are ordering from another distributor, the system will generate an email with a CSV file of your order. You can have this email sent to your own email address (and from there you can forward it or submit it to the distributor via any method of your choice), or you can have it emailed directly to the distributor with your own email cc’d.

4. How do I add items to an order?

There are several ways to add items to your order:

  • Search & Filter

  • Barcode Scan

  • Recommendations

  • Previous Orders

  • Automatic Reorder

When you create an order, you can add items from the Create Order page. Use the search bar and filters on the Item Search page to search for items in the distributor’s catalog. Additionally, you can scan UPC barcodes to add items to your order. If the item is in the distributor’s catalog, you will arrive at the Order Item Details page for that item so that you can choose the quantity to add to your order.

You can use the Recommendations tab to access more ways to add items to your order. This tab has a Trending in the Industry section (currently Phillips orders only) and a Favorites section. Any items that you designate as a favorite (you can do this on the Order Item Details page) will show up in the Favorites section. The Trending in the Industry section shows the best-selling items in the industry. More sections will be added to the Recommendations tab over time.

You can use the Previous Orders tab to add items from previous orders to your current order. You can filter by date range to view all items ordered within a particular time period, or you can filter by PO# to view all items ordered in a specific order. If you tap the Add All button, all of the shown items will be added to your cart in the quantities that you had previously ordered them in.

Refer to the question below for how to add items to your order via the automatic reorder feature.

5. How do I automatically reorder my inventory items?

When you create a new order, you will be presented with a list of distributors to choose from. At the bottom of the Choose Distributor page, there will be a checkbox labeled “Automatically add X items to order that are below minimum ordering threshold”. The number X will be equal to the number of items you have in your inventory that can be supplied by this distributor and that are currently at or below their minimum quantity threshold.

If you leave this checkbox checked, all of those items will automatically be added to your cart in the appropriate quantities to order back up to the maximum reorder target for each item. You can then place the order immediately or edit quantities, remove items, and/or add more items.

6. How do I track an order that I have placed?

You can view an order’s status by viewing the order on the Ordering page or by selecting it from that page and navigating to the Order Details page. If an order is in Draft state, it has not yet been sent to the distributor, and you can edit the order.

A Phillips order that was just placed will be in the Pending state. It will usually change to Confirmed after a few minutes, which means that Phillips has confirmed receipt of the order. When the order is shipped and invoiced, the order status will change to Shipped. When a Shipped order reaches your store, you can receive it, which will advance the status to Received.

An order that was just placed for any other distributor will be in the Submitted state. This means that the order was emailed out, though you may still need to forward it to the distributor (depending on which email method you chose). You can resend an order email for a Submitted order from the More menu in the Order Details page. When a Submitted order reaches your store, you can receive it, which will advance the status to Received.

7. How do I receive an order?

You can receive orders in the web portal or in the Petsuite app on a Clover device. It is recommended to receive orders on the Clover Mobile due to the scanning functionality. Go to the Order Details page for the order, and tap Receive this Order. It must have the Submitted or Shipped status for you to receive it.

The receiving page will list all items in the order along with the quantity you ordered of each item. If the order is a Phillips order, the quantity that Phillips recorded sending will also be shown. You will need to enter a value for Qty Received for each item and then tap Confirm Qtys Received to finish receiving the order. This will enter the new item quantities into your inventory.

There are several ways that you can enter quantity received for your items. You can manually type in the quantity in the Qty Received inputs. You can also tap the blue arrow to mark all quantity as received for an item or tap the All Quantity Received button to mark all items as having all quantity received. You can use the search bar and tap the headers for sorting to make it easier to find items.

Additionally, if receiving on a Clover device with a scanner (ex: Clover Mobile), you can scan Each and Case UPCs. Scanning an Each UPC will increment the Qty Received for that item by 1. Scanning a Case UPC will increment the Qty Received for that item by the case quantity.

8. When are newly ordered items entered into my inventory?

If you order an item that is not currently in your inventory, the item will be added to your inventory (with 0 quantity and no pricing) once you submit the order. You will be prompted to view these newly created items to apply pricing and fill out any additional information. The quantity will be incremented once the order is received.

If you’d like to be able to put the items on the shelf immediately upon receiving the order, it is recommended that you set prices and also print shelf labels for the items after ordering.

Analytics

1. What kinds of reports can I see for my store?

Petsuite supports 3 kinds of reports, and they are accessible via the Analytics page in the Petsuite Web Portal:

  • Store Overview

  • Product Spotlight

  • Category Spotlight

 

The Store Overview report shows you top-level store metrics such as revenue, number of orders, etc. The report can be viewed as "per day" on a 28-Day rolling basis or "per month" on a 12-month rolling basis.

The Product Spotlight report shows you performance for each product in your store, including metrics such as revenue, number of orders, etc. This report can be filtered over any time period so that you can see product performance in a particular day, week, etc. For each product, the report also shows Days on Hand and Trailing Thirty Days. These are snapshot values that are not affected by the date range filter. Days on Hand is the estimated number of days until you sell out of your current stock of the product, and Trailing Thirty Days is the quantity of the product that you have sold in the last 30 days.

The Category Spotlight report shows the same performance metrics shown in the Product Spotlight, but they are shown at the category level (ex: for all Dry Cat Food) instead of the specific product level.

Each type of report has filters and sorting that can be applied in order to gain specific insights. For example, you can toggle the Revenue header in the Product Spotlight report to sort by highest and lowest revenue items.

2. How do I compare performance of different categories and brands?

You can use the Store Performance report to directly compare performance of specific brands and/or categories. Using the Brand and Category filters, you can compare up to three brands and/or categories at a time. For example, if you choose three different brands and the 28-day rolling window, you can see how each brand performed each day.

 

The Product Spotlight report can be filtered to only show products associated with particular brands and/or categories. The Category Spotlight report can be filtered to only show specific categories (or to exclude certain categories).

3. How can I get additional reporting?

 

If you have additional reporting needs, please email us at contact+petsuite@infuse.us.