Automation in Retino Returns allows you to efficiently simplify and speed up common tasks related to managing customer returns and warranty claims. By setting up automatic rules, you can significantly reduce manual work and ensure consistent processing of all cases.
Triggers (automation events) are tools for easily automating your processes. You can link actions to triggers that automatically execute when defined conditions are met. For example: every time a ticket is closed, send a customer an email asking them to rate it.
Automation Structure
Setting up automation consists of three main parts:
Automation event - the event that triggers the automation
Conditions (optional) - specific conditions to check when the automation should be triggered
Resulting action - the action that is performed when the automation event occurs and all conditions are met
Additionally, you can set a delay that determines how long after the conditions are met the action should be performed.
Automation Event Types
Retino Returns offers the following event types that can trigger automation:
Event Type | Description |
Ticket created by customer | Triggered when a new ticket is created by a customer |
Ticket created by agent | Triggered when a new ticket is created by an agent |
Ticket state changed | Triggered when a ticket's state changes to a specific value |
Ticket tagged | Triggered when a specific tag is added to a ticket |
Ticket closed | Triggered when a ticket is closed |
Ticket owner changed | Triggered when the ticket owner is changed |
Customer sent a new message | Triggered when a customer replies to a ticket |
Refund request created | Triggered when a refund request is created |
Activity created | Triggered when a new activity is created |
Activity deadline expired | Triggered when an activity's deadline expires |
Shipping status changed | Triggered when a shipment's status changes |
Condition Types
For more precise automation control, you can set various conditions that must be met:
Condition Type | Description |
State | Condition based on the ticket's state |
Type | Condition based on the ticket type (e.g., Return, Claim) |
Tag | Condition based on the presence of a specific tag |
Ticket language | Condition based on the ticket's language |
Ticket country | Condition based on the customer's country |
Ticket owner | Condition based on who owns the ticket |
Is order bound | Condition checking if an order is associated with the ticket |
Ticket verification state | Condition based on the ticket's verification status |
Ticket currency | Condition based on the ticket's currency |
Custom field | Condition based on the value of a custom field |
Preferred shipping | Condition based on the customer's preferred shipping method |
Number of products | Condition based on the number of products in the ticket |
Shipping status | Condition based on the external shipping status |
Order date | Condition based on the order's age |
Is empty | Condition based on the presence or absence of a custom field value |
Conditions can be combined using logical operators:
All conditions must be met (AND) - the action is performed only if all conditions are met
Any condition must be met (OR) - the action is performed if at least one condition is met
You can also create groups of conditions to enable more complex logic.
Resulting Action Types
Retino Returns offers a wide range of actions that can be automatically performed:
Action Type | Description |
Ask customer to rate the ticket | Sends an email to the customer asking for a rating |
Send message template as email | Sends an email to the customer with a defined template |
Send message template as SMS | Sends an SMS to the customer with a defined template |
Add deadline | Sets a deadline for a given ticket |
Assign agent | Automatically assigns a specific agent to the ticket |
Unassign agent | Removes the assigned agent from the ticket |
Add document | Automatically generates and adds a document to the ticket |
Add transport | Adds transport to the ticket |
Add tag | Automatically adds a specific tag to the ticket |
Remove tag | Removes a specific tag from the ticket |
Close ticket | Automatically closes the ticket |
Reopen ticket | Reopens a closed ticket |
Order requested shipping | Automatically orders the shipping requested by the customer |
Add activity | Creates a new activity for the ticket |
Fill custom field | Automatically fills a custom field with a defined value |
Delay Settings
For each automation, you can set a delay that determines when the action should be performed after all conditions are met:
Execute immediately - the action is performed immediately after the conditions are met
1 day - the action is performed 24 hours after the conditions are met
7 days - the action is performed one week after the conditions are met
14 days - the action is performed two weeks after the conditions are met
Custom delay - you can set your own delay in hours or days
Creating a New Automation
To create a new automation, follow these steps:
Go to Settings > Automation
Click the "Create trigger" button in the top right corner
Select the type of automation event that will trigger the automation
Optionally, set the conditions under which the automation should be triggered
Select the resulting action to be performed
Set any necessary delay
Click the "Save" button
Automation Examples
Example 1: Notifying the customer about the receipt of goods for a claim
Automation event: Ticket state changed
Conditions:
Ticket type = Claim
State = Waiting for goods receipt
Resulting action: Send message template as email (template "We've received the goods for your claim")
Delay: 1 hour
Example 2: Sending a refund confirmation
Automation event: Ticket state changed
Conditions:
Ticket type = Claim
State = Authorized - Refund
Resulting action: Send message template as email (template "Refund confirmation")
Delay: Execute immediately
Example 3: Assigning an agent based on ticket type
Automation event: Ticket created by customer
Conditions:
Ticket type = Service
Resulting action: Assign agent (select a specific agent specialized in service cases)
Delay: Execute immediately
Example 4: Ordering a pickup for a claimed item
Automation event: Ticket created by customer
Conditions:
Ticket type = Claim
Preferred shipping = Zasilkovna
Resulting action: Order requested shipping
Delay: Execute immediately
Example 5: Requesting a rating after ticket closure
Automation event: Ticket closed
Conditions: None (triggers for all closed tickets)
Resulting action: Ask customer to rate the ticket
Delay: 1 day
Example 6: Automatically ordering return shipping if the order isn't too old
Automation event: Ticket created by customer
Conditions:
Ticket type = Return
Order date is not older than 60 days
Resulting action: Order requested shipping
Delay: Execute immediately
Managing Existing Automations
In the Settings > Automation section, you can:
Edit existing automations by clicking on the specific row
Deactivate automation using the "Deactivate" button (automation remains in the system but will not be triggered)
Delete automation using the trash icon
Tips for Effective Automation
Testing - first test automation on a smaller number of cases
Regular review - regularly review your automations and adjust them according to changing needs
Delay - use delay for cases where you don't want the action to follow immediately after the conditions are met
Pre-built Automations
In Retino Returns, you'll find several pre-built automations that you can immediately use:
Automatic deadline addition - adds a deadline to tickets based on their type (14 days for returns, 30 days for claims)
Automatic email sending for rating request - sends an email to the customer asking for a rating after the ticket is closed
You can adjust these automations to your needs or use them as inspiration for creating your own automations.