The Remarketing module offers a set of features to encourage your customers to make repeat purchases. This is an effective way to foster customer loyalty and increase conversions, even if the customer returns goods or files a claim.
How it works and what it's for
Remarketing allows you to offer customers various incentives directly within the claim or return process. This is a strategic tool that transforms a potentially negative customer experience (returning goods, filing a claim) into an opportunity to build relationships and encourage further purchases.
Activating and configuring remarketing
You can find Remarketing in the Settings > Marketplace section. To activate the Remarketing add-on, click the "Activate" button next to it.
After activation, you can configure individual remarketing tools and specify where they will be displayed to customers:
Last Portal step - the customer will see the offer after completing the claim or return process
Customer ticket detail - the offer will be displayed in the customer's ticket overview
Email communication - remarketing can also be displayed in emails
Tip. You can configure different tools and their parameters for each ticket type (claims, returns, exchanges...). You switch between ticket types using the top bar in the remarketing settings.
Remarketing tools
1. Discount coupon
Automatically generated discount coupon that the customer receives after creating a ticket in the portal. The coupon encourages the customer to make another purchase in your online store.
How it works:
After completing the ticket creation, the customer will see an option to receive a discount coupon
By clicking the button, a unique coupon is generated directly in your online store
The customer sees the coupon code and can copy it with one click
Information about the generated coupon will be displayed in the ticket detail in the Retino administration
You can adjust the following in the settings:
Discount amount
Minimum order value for coupon application
Coupon validity period (in days)
If you have multiple platforms integrated in your Retino account with different currencies, you can set the coupon amount for each currency separately.
Important. The discount coupon feature is currently supported only for Shoptet, Shopify, and WooCommerce platforms.
2. Banner
You can use a promotional banner to highlight current promotions, discounts, or special products. This effectively brings customers back to your online store.
In the module settings, you can:
Upload a banner image
Set the URL where the banner redirects customers
Choose where the banner should be displayed (portal, ticket detail, emails)
The system automatically tracks banner clicks, allowing you to evaluate its effectiveness.
3. Call request
This tool allows customers to request a phone call from your online store. This is a great opportunity to establish more personal contact and potentially offer alternative solutions to their ticket.
When a customer requests a call:
A new "Call the customer" activity is created in the administration panel in the ticket detail
If the customer provided a phone number, it will be saved in the ticket detail
The activity automatically sets a completion deadline of 2 days from creation
You can adjust the text displayed to the customer in the call request settings.
Tip. During the phone call, you can offer the customer alternative options, such as exchanging the product or a discount coupon for a future purchase, which can increase conversion rates.
Practical use and recommendations
To maximize remarketing effectiveness, we recommend:
Adjusting the value of discount coupons based on the ticket type - e.g., higher discounts for returns, lower for claims
Regularly updating promotional banners based on current campaigns and seasonal offers
Responding to call requests as quickly as possible - ideally within 24 hours
Monitoring which tools yield the best results and focusing your efforts on those
Remarketing appearance in the portal
All remarketing tools are displayed at the bottom of the last step in the ticket creation process in the portal. The elements automatically adopt the color scheme you have set for the portal's appearance.
If you have multiple tools active, they will be displayed in this order:
Discount coupon
Call request
Banner