Welcome to our FAQ page.

General Info


While our Support Team is just an email away, we have put together this page with general information and questions we get asked often. We sincerely hope it helps! If you do not find what you are looking for, please head over to the Contact Us page and send us a message. Our Support Team will get back to you within one business day.


What is DOOSYNC?

DOOSYNC is a data migration technology and service provided by Enkidoo AI. We manage migrations from any POS system to Lightspeed Retail.


How do I get in touch with you if I have any questions?

Please reach out to us by email at  [email protected] . We strive to reply to emails within one business day.


Will I have a dedicated point of contact at your company throughout the process?

No. You may be contacted by different team members throughout the migration process, depending on what stage you are at or the nature of your request. You can always contact us at  [email protected] , and we will assign your message to the appropriate member of our team.


How much does a migration to Lightspeed Retail cost? How can I get a quote?

The total cost of the migration will depend on the services and add-ons that your migration requires. Please reach out to your Lightspeed Account Manager if you migrate from ShopKeep. If you are migrating from any other POS, please reach out to us at  [email protected] .


How long does the migration take?

The duration of the overall process depends on:

  •  How long you take you to schedule your data extraction and onboarding sessions.

  •  How long it takes us to analyze and prepare the data (the “cleaner” the data, the less time it takes to prepare it).

Once the data is ready and the migration starts, we migrate approximately 12000 records per day. E.g. if you have 20000 customers, 30000 items and 200 vendors, the migration will take a little over four days.


Will I be able to see what my customers bought in the past?

Yes. You will be able to see the transactions your customers made in the past and the sales details (items purchased, sale date, etc.).


After the migration is complete, where can I find my historical sales in Lightspeed Retail?

Follow these steps to find your historical sales in Lightspeed Retail:

  • Reports > Sales & Refunds - Total

  • Change the time frame to match your needs

  • Click Advanced to select the desired filters (i.e. Shops)

  • Click on Search to update the results


How do I deal with the sudden surge in payments during the migration?

When we migrate your sales history, we backdate invoices to the original date of purchase (the past). However, payments will reflect the time of migration (the present).


We create historical invoices with a payment type called “Historical Payment.” This payment type is initially archived but can be unarchived in Settings > Payment Types menu.


To deal with the sudden surge in historical payments, you can go to Reports > Payments > Received menu and:

  • Run individual reports for all other payment types

  • Run a report for the Historical Payment type, and subtract it from the other reports


Does DOOSYNC migrate gift cards?

Yes, DOOSYNC can migrate gift card codes from your POS System so long as they are eight (8) characters or longer. 

If your gift card codes are shorter, we will add leading zeroes to make them at least eight characters long.

  • We only migrate unique gift cards (no duplicates)

  • Only gift cards with positive balances are migrated (above $0)

  • We migrate gift cards only once during the Final Sync

Please note:

  • If your gift card codes do not comply with the above requirements, we will assign a new code to each card. When you scan it for payment, Lightspeed Retail will not recognize the original card. Instead, you will have to enter the new code to proceed to the sale.

  • DOOSYNC does not migrate the customer's name who purchased the gift card.


Does DOOSYNC migrate item matrices?

We migrate matrices with up to 3 attributes (attributes 1, 2, and 3). However, we can only import item matrices with a unique description and a consistent set of “attributes” or characteristics for each item. Note that we do not set up custom attribute sets in Lightspeed Retail.

Please email us at  [email protected]  or consult with your migration specialist if you have specific questions about item matrices and how we process them for the migration.


Does DOOSYNC import vendor transactions history?

No, we do not migrate vendor invoices or purchase orders.


Does DOOSYNC import tax info/classes from my previous system?

No. We migrate taxes as part of the sales history, but we do not migrate tax status/classes for individual items or customers.


Can I change the data in Lightspeed Retail after the first (bulk) migration?

You should wait until after the migration is complete (Go-Live) before making any changes to the migrated data. If you are in doubt, please email us with your specific situation, and we will advise how best to proceed.


Why can I not find an item in Lightspeed Retail?

Various factors may impact the accuracy of your search results when looking for a particular item in Retail. Some examples are:

  • Master Items 

We do not migrate master items from systems that use item matrices. Instead, we use the description of master items to name each dependent item in a matrix, but you will not be able to sell the master item itself.

  • Archived (Non-Current) Items

Archived items are hidden from the search results by default. Check the “Archived” checkbox in the advanced search settings if you are looking for an archived item or are unsure whether the item(s) are archived.

  • Partial SKU (Product Code or Item ID) or Description

Searching for an item by entering only partial information may not return accurate results. Please enter the complete SKU or description in the search bar to avoid issues.

  • Special Characters in the Description

Some special characters are not compliant with Lightspeed search functionality and maybe restrict your ability to find your product. Please enter the complete SKU to try to locate the item.


Why do I not see any sales when I look up a customer sales history?

When looking for a customer’s sales history under the customer’s profile, please make sure that you have selected the correct date range. If you are unsure when the transaction took place, choose a wide enough date range to allow all the transactions under that customer to show in the search results.


Why do I see duplicate customers or items? How do I fix it?

Customer or item duplicates are the norm when importing more than one shop or database into your Lightspeed Retail account from a system that does not have a centralized database. To fix this, you can merge the duplicate records into one once the migration is complete (go-live).


If you have specific questions about duplicates or believe there are errors, please contact us at   [email protected] .

Onboarding Process


How do I get the process started?

Before beginning your migration, you must complete our onboarding steps as laid out in the Welcome email you received. Please check out the spam/junk mail folder if you have not received this email.

Businesses migrating from platforms other than Shopkeep must schedule an Onboarding Meeting.


Why do I need to schedule an Onboarding Meeting?

The Onboarding Meeting is a necessary step of the migration process where you and your onboarding coordinator:

  • Go over the information we need from you to begin the migration, including your welcome email materials.

  • Confirm that the information we received from you is correct

  • Discuss the migration process in detail

  • Schedule your Go-Live Date (if applicable)


The migration itself will start only after the onboarding is complete.


How do I schedule an Onboarding Meeting?

Please follow the link sent to you in the Welcome email to schedule your onboarding.


Helpful Tips:

  • Please only schedule one Onboarding Meeting. 

  • Keep in mind that calls are scheduled in Eastern Standard Time and over Google Meets.

  • Make sure your browser settings allow for audio and screen sharing

  • We recommend joining the Meeting directly on your server computer

  • You will receive an automated email with your appointment details after scheduling your Onboarding Meeting. If you do not receive this email, please contact us to confirm your appointment

  • If you are having difficulty completing these steps, you can contact us at [email protected] .


What happens if I miss my Onboarding Meeting?

If you miss your Onboarding Meeting or would like to reschedule it, you can contact us at [email protected] .


How do I create logins for DOOSYNC to access my Lightspeed Retail account?

  1. Login to your Lightspeed Retail account (if you do not know your username and password, please contact Lightspeed to get them)

  2. Go to Settings > Employee Setup > + New Employee

  3. Fill out “First Name” with DOOSYNC and choose Role as “Admin,” then click on “Save Changes.”

  4. Go to the ‘Sign In’ section on the left panel and fill out the fields as indicated by email:

  • Login Name (Email Address): [email protected] (the 7-digit number is your DOOSYNC Unique Identifier, you can find it in the first email you received from DOOSYNC)

  • New Password: Provided to you by email

  • Re-type Password: Provided to you by email

  • Then click on “Save Changes.”


Helpful Tips:

  • Please ensure that you copy and paste the login credentials precisely as provided

  • Do not modify the username or password with capitalization, punctuation, spaces, or your information.

  • We recommend creating these logins in a browser other than Safari

  • If you have questions about this process or want to set up a meeting to receive assistance, please contact us at s[email protected] .


Any POS to Lightspeed Retail


What systems can you import to Lightspeed Retail?

To date, we have migrated data from over 25 different POS systems to Lightspeed Retail.

ACCEO

AmberPOS (csv)

Ambit Technologies

Ascend

BMS Wave

BigCommerce 

Cash register express

Clover

CounterPoint

Edge Premier (csv)

Heartland

Keystrokes

Microsoft Dynamics RMS

MultiFlex RMS General Merch.

MYOB RETAIL MANAGER

NCR Counterpoint

Quickbooks (QB12, QB18…)

Retail Pro 8 & 9

Revel

Rics POS

Sage Business Vision

Shopify

Shopkeep

Smart Vendor

StitchLabs

Total inventory solutions

VendHQ


A pre-sale assessment is required if your system is not on this list. We reserve the right to accept or decline service based on the findings of that assessment.


What is DOOSYNC’s Data Extraction service?

A Data Extraction is included in our standard migration package.

A Data Extraction Specialist will remotely extract all necessary data for the migration (either through the POS’s API or during a remote session directly from your local database).

Once we have gained access to your system, our team proceeds to the necessary data manipulation to make your data compliant with Lightspeed Retail’s requirements.

We have historically performed Data Extractions for most of the POS listed above.


How do I schedule a data extraction session?

We will provide you with a link to schedule your appointment.

If you experience any issues, please contact us at [email protected] to schedule your appointment.


Please let us know as soon as possible if you need to reschedule or cancel your Data Extraction session.


I have a local database. Do you require access to the computer connected to the server?

Yes, to effectively extract your data, we will require access to the computer connected to the server.


I need to clean my data. Can I do that before the migration?

Yes, we encourage you to go over the data to-be-migrated and clean it up as best you can. Clean and well-structured data will produce better results and cut down the time it takes to start the migration.

Please note that if you delete product records from the database before or during the migration, any associated invoices will not import. Therefore, the best practice is to make products inactive or archive them in your current POS.


Does DOOSYNC clean up or reformat data as part of their service?

No. While we perform data modifications to avoid errors, we will import data as it is received. Therefore, we will not correct spelling mistakes, typos, misformatted data, or messy data before the migration.

In other words, DOOSYNC is a migration service, not a data cleaning service.


Can you migrate item aliases with different UPCs?

No. Lightspeed Retail does not support item aliases. However, we can migrate each alias as a single item.

ShopKeep to Lightspeed Retail


How do I get the process started?

DOOSYNC sends all Shopkeep Clients a Welcome Email, which contains information on how to begin your migration ( Subject: DOOSYNC - Let's get your migration from Shopkeep to Lightspeed Retail started ). This email may be in your spam folder.

You must sign DOOSYNC’s Migration Service Guide and create DOOSYNC employees in your Shopkeep locations and Lightspeed Retail to begin your migration.

If you need assistance with these steps or have not received an email from DOOSYNC, please contact us at  [email protected]  .


How do I create a new DOOSYNC profile in my Shopkeep and Retail accounts?

We need admin-level logins to both your Shopkeep and Retail accounts to fetch and migrate data from one account to the other. Therefore, if you have multiple Shopkeep accounts, you need to create a DOOSYNC employee in each one.

Login credentials are provided to you in the Welcome email titled “DOOSYNC - Let's get your migration from Shopkeep to Lightspeed Retail started.” This email is sent from  [email protected]  and may land in your spam folder.

Please enter credentials precisely as they are written (using the same capitalization as the email and any symbols such as plus signs or hyphens).


In ShopKeep: 

  • In Shopkeep: STAFF > Staff List > Add Staff:

    • First Name: DOOSYNC

    • Last Name: User

    • Register Code: (Sent in Email)

    • Role: Manager

    • BackOffice Access: checked

      • Login Email: (Sent in Email)

      • Password: (Sent in Email)


  • In Retail:
    • Login to your Lightspeed Retail account (if you do not know your username and password, please contact Lightspeed to get them)
    • Go to Settings > Employee Setup > + New Employee
    • Fill out “First Name” with DOOSYNC and choose Role as “Admin,” then click on “Save Changes.”
    • Go to the ‘Sign In’ section on the left panel and fill out the fields as indicated by email:
    • Login Name (Email Address): [email protected] (the 7-digit number is your DOOSYNC Unique Identifier, you can find it in the first email you received from DOOSYNC)
    • New Password: Provided to you by email
    • Re-type Password: Provided to you by email
    • Then click on “Save Changes.”


My bulk migration is complete! Can I start using Lightspeed Retail? Am I “live”?

Not yet. The bulk migration is only the first stage of the migration. Your Lightspeed Retail system will be considered “live” or operational only after we complete the Final Sync.

We will notify you by email when the bulk migration is complete. You can schedule your Final Sync and “Go-live” date by replying to that email.

OnSite to Lightspeed Retail


How do I get the process started?

Before beginning your migration, you must complete our onboarding steps as laid out in the Welcome email you received. Please check out the spam/junk mail folder if you have not received this email. Merchants migrating from platforms other than Shopkeep must schedule an Onboarding Meeting.


How do I upload my backup file to Dropbox.com?

To upload an OnSite backup, please follow these steps:

  1. If you have an active Lightspeed eCom account, deactivate eCom Sync: Tools > eCommerce > Switch to Off. ⚠ Not turning off eCom sync may result in the loss of all of your eCom images.

  2. Run a manual backup without photos from Apple > System Preferences > Lightspeed Server > Backup tab

  3. Locate the backup file in Macintosh HD > Users > Shared > Lightspeed > Latest backup

  4. Rename your backup file(s) with the name of the corresponding store(s) (e.g. LightSpeed Server Backup.lightspeedBackup → mileend.lightspeedBackup)

  5. Drag and drop the backup file(s) into the specific Dropbox.com link that we shared with you by email

  6. Allow the backup(s) to upload fully before closing the window.

If you turned off eCom sync, you could now reactivate it: Tools > eCommerce > Switch to On.

Still got questions?

Our Sales and Support teams are ready to help.