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Welcome to the Retailium Loss Prevention Platform help center. These articles are written for the people who use the platform every day: store managers, loss prevention analysts, investigators, and retail operations staff. Each one tells you what you will accomplish, what you need first, the steps to follow, and what to do when something does not behave as expected.

The help center is organized by the work you are trying to get done, not by how the platform is built. If you are new, start with About the Retailium platform and Roles and access: your role, your territory, and your organization's feature entitlements decide what you can see and do, so they shape everything else.

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Getting started

New here? Read these three first. They explain what the platform does, what your role and your organization's feature entitlements let you do, and what the specialized terms mean.

• About the Retailium platform: Understand what the platform is for and how its main parts fit together, so the rest of this manual makes sense.
• Roles and access: Learn how your role decides what you can see and do, how your organization's feature entitlements can narrow that further, and how the platform keeps one investigative team's cases separate from another's.
• Glossary: Definitions of the specialized terms used throughout this manual. Terms are also defined the first time they appear in each article.

Incidents

Recording a retail crime event and everything that follows: manual entry, voice, barcode scanning, document import, the store-floor form, and how to review, update and connect incidents.

• About incidents: Understand what an incident record holds and how to find incidents in the Incidents list.
• Report an incident: Record a crime incident by hand, from the date and store through to suspects, products, and attachments.
• Use voice-guided entry: Fill in an incident by speaking to the voice assistant instead of typing.
• Scan product barcodes: Add stolen products to an incident by scanning their barcodes with your device camera.
• Import an incident from a document: Turn a written loss-prevention statement into a draft incident that you review before saving.
• Submit an incident from the store floor: File a crime incident as a store associate, and read your own stores' incidents.
• Review and update an incident: Read an incident's detail view, track recovered merchandise, link it to a case, export it, and edit or delete it.
• Link and connect incidents: Connect related incidents to build the crime network picture, and review the incidents the platform found similar.
• Troubleshooting: incidents: Common problems when reporting or managing incidents, and what to do about them.

BOLO management

Creating, triaging, sharing, closing and deleting Be On the LookOut alerts.

• About BOLOs: Understand what a BOLO is, the one rule that governs the whole feature, and who can work with BOLOs.
• Create a BOLO from an incident: Generate an alert from an incident's detail page, with the suspect description pre-filled.
• Create a BOLO from a case: Generate an alert from a case's BOLO tab, pre-filled from the case's members, with optional AI-drafted text.
• Edit a BOLO, set its status, or delete it: Edit a BOLO's alert content in place, move it through its status lifecycle, and delete it when needed.
• Find and triage BOLOs: Browse, filter, save views of, and quickly work through the BOLOs in your organization.
• Share and export a BOLO: Distribute a BOLO to people, roles, stores, or email addresses, and produce a printable BOLO sheet.
• Troubleshooting: BOLOs: Common problems with BOLOs, and what to do about them.

Cases

Building and running an investigation: creating cases, adding records and surveillance, working the Involved Persons, Network and Case Intelligence tabs, sharing, and exporting.

• About cases: Understand what a case is, the difference between external and internal cases, the case lifecycle, the workspace layout, and who can do what.
• Create a case with AI import: Build a new external case by uploading source documents and letting the platform extract structured case data for your review.
• Create an internal case: Open a pharmacy-diversion or front-store loss investigation using the guided intake, and understand its path-driven workspace.
• Update case data: Edit a case's details, add and manage the records inside it, and log surveillance sessions.
• Work with the Involved Persons tab: View, group, and manage the people on a case.
• Work with the Network tab: Use the case's relationship graph to see the shape of a crime network rather than reading it out of lists.
• Use the Case Intelligence tab: Run an AI analysis that finds specific, actionable gaps in an investigation and work them like tasks.
• Create BOLOs from a case: Generate and track alerts for a case's suspects from the case's BOLO tab.
• Share a case and manage collaborators: Add collaborators, hand a case to a new owner, and handle requests for access to restricted cases.
• Export a case: Produce a formatted case report, and, for internal cases, audience-specific export packages that include the evidence files.
• Labels and case visibility: Understand how labels decide who can see a case, and, for administrators, how to manage them.
• Troubleshooting: cases: Common problems with cases, and what to do about them.

Case Ops Board

The manager's view for triaging cases across the team.

• Use the Case Ops Board: Watch case health at a glance and see what needs attention right now.

Dashboards and analytics

The built-in dashboards, your own personal dashboard, the report builder, and the incident heat map.

• Home dashboard: Understand your landing page after sign-in and what it shows for your role.
• Store Dashboard: Analyze incident activity across your retail network with filters, KPI tiles, charts, and a chat assistant.
• Case Dashboard: Review case performance across your portfolio, and ask the Case Lens for figures and written reports.
• My Dashboard: Build your own personal dashboard by choosing which widgets appear and arranging them.
• Report Builder: Build ad-hoc reports over case data by choosing a measure, grouping, and visualization, or by describing the report in plain English.
• Incident Heat Map: See where crime incidents concentrate across your retail network on a shaded map.

Store Assessment

Building assessment templates and running in-store assessments.

• Create an assessment template: Author a reusable, optionally scored template that in-store compliance checks (assessments) are conducted against.
• Conduct an assessment: Run an in-store compliance check against a template, providing answers, comments, photos, and commitment plans.

Intelligence

The cross-incident tools that find and confirm links between separate incidents: the connection queue, link analysis, clusters, and the Connections Lens.

• About the Intelligence tools: Understand the cross-case and cross-incident analytical tools and who can reach each one.
• Review incident connections: Work through the queue of AI-proposed connections between incidents, confirming the real ones and dismissing the rest.
• Analyze incident links: Pick one incident and see the incidents connected to it as an interactive graph.
• Review and promote clusters: Decide whether a cluster of connected incidents is a real pattern, and open it as a case.
• Ask the Connections Lens: Ask about connections and individual incidents in plain English.

Accidents

Non-crime injury reporting: filing an accident report on either the workers'-comp or the general-liability track, who can see which parts of it, and the documents it produces.

• About accident reports: Understand what an accident report is, its two tracks, and who can see and do what.
• File an accident report: Record an accident at a store, from the track question through the required scene facts to the mandatory photo.
• Submit an accident from the store floor: File an accident report as a store associate through the confined intake form.
• Access bands: Understand the layer that decides which parts of an accident report you can see and change.
• Review an accident report: Read a filed report's tabs, edit it inline, set its status, and complete the post-scene conclusions.
• Employer profile and carriers: Configure the organization identity and claims administrators that accident reports resolve onto every filing.
• Export accident documents: Generate the right PDF for each reader, within the limits your access bands allow.
• Troubleshooting: accident reports: Common problems with accident reports, and what to do about them.

Administration

Setup and configuration: stores, readable IDs, export branding, organization settings, users and access, notifications, email, support, and your own profile.

• Manage the stores registry: Look up stores, assign managers, and keep the location registry accurate: the single source of truth for retail locations.
• Configure readable ID settings: Set how the human-readable numbers on incidents, accident reports, and cases are formed for your organization.
• Set up export branding: Put your organization's own logo, colors, font, and header/footer on every PDF the platform generates.
• Organization settings: Understand the organization-level settings (name, logo, seat limit, feature entitlements, and sign-in) and who controls them.
• Your profile and display preferences: Set your own timezone, date and time formats, and appearance: the settings that follow you everywhere.
• Manage users and access: Create people, assign their role, categories, and territory, and deactivate them: from the user administration screen.
• Use the Notification Center: Read the alerts and action items that case work generates, from the bell in the header.
• Transactional email: Know which emails the platform sends, and which it does not.
• Get help with support chat: Open a live chat with the Retailium support team from the account menu.

A note on terminology

The platform uses a small set of specialized terms: shrink, ORC, BOLO, category, cluster and others. Each is defined the first time it appears in an article, and all of them are collected in the glossary.

What this help center does not cover

Two areas are deliberately out of scope:

• The Audit Trail is reachable only by Retailium platform staff, so no customer role can open it. The customer-facing equivalent, a case's Change History, is covered under About cases.
• Retailium-only organization administration: creating organizations, editing feature entitlements, and maintenance operations. What these mean for you is summarized in Organization settings.