The Retino Portal allows customers to create warranty claims and returns directly on your e-shop's website. The Portal is integrated as part of your website, ensuring a smooth and user-friendly process. This article explains how the Retino Portal works and how to properly integrate and test it.
How the Retino Portal Works
Unlike some solutions, the Retino Portal is not a separate page with its own URL. Instead, it integrates directly into your e-shop's page as an embedded element (iframe). This prevents customers from leaving your website, and the entire claim or return process takes place within your domain.
The Portal is typically placed on a page titled "Returns and Claims," where customers can:
Select the type of case (claim, return, exchange)
Enter the order number and email
Fill in the necessary information to process the request
Submit the request directly from your website
Integration Method
The Retino Portal integrates into your e-shop's page using special JavaScript code. This ensures the Portal functions as a native part of your website, providing a seamless user experience.
Technical Integration Details
To integrate the Retino Portal, you need to place the integration code on your page. You can find this code in Settings > Integration. If you use a website editor, you need to add a "Raw code" or "HTML block" element and paste the integration code into it.
Portal Language Version
To set the specific language, use the "Language" menu in the integration code and select the desired language. Then, copy the generated code using the "Copy" button.
How the Retino Portal Works on Mobile Devices
The Retino Portal is fully responsive and automatically adjusts to screen size. On mobile devices, the Portal opens as a full-screen modal window, providing ample space for customers to fill out all necessary information.
Direct Link to the Retino Portal
Besides integrating directly into your e-shop's page, you can also use a direct link to a specific ticket type. This is useful for email communication with customers, allowing you to send them a link directly to the claim form. For more information, see the Direct Link article.
Portal Integration Customization: Configuring Displayed Forms
Retino offers advanced Portal integration customization, allowing you to define which types of cases (forms) will be available to customers. This is particularly useful for multi-store scenarios or when you need different Portal variations for various situations.
How to Configure Displayed Forms
In the Retino administration, navigate to Settings > Integration
Click the Customize Integration button below the main integration code
A modal window will open, allowing you to select specific forms to display
In the Select displayed forms field, you can add or remove case types (e.g., Return, Claim)
After configuring, click the Close button
Purpose of Form Restrictions
This setting allows you to restrict the displayed forms in the Portal integration. This can be useful in situations like:
Operating multiple e-shops and needing different case types for each
Creating different Portal variations on different pages (e.g., a page for claims only, a page for returns only)
Creating special Portal variations for specific marketing campaigns or seasonal promotions
Important Note: This configuration is primarily intended for complex cases. Most stores likely won't need this setting and can use the standard Portal integration with all available case types.
How to Test the Retino Portal Functionality
After integrating the Retino Portal, it's crucial to test its functionality. The following steps will help you create a test case:
Go to the e-shop page where you integrated the Portal
Select the case type (claim, return, exchange)
Fill in the following information:
Order number: "TUTORIAL-PORTAL"
Email: Use the email associated with your Retino account
Complete the ticket creation process
If you have notifications enabled, you should receive a confirmation email about the ticket creation. You can view the newly created ticket in the Retino administration.
Troubleshooting
The Portal Displays in a Different Language
If the Portal displays in a language other than the one you selected, check the data-language attribute in the Portal's HTML element. If this attribute is not set, the Portal will display in the customer's browser language.
Unable to Find the Order in the Portal
If a customer cannot find their order in the Portal, it could be due to:
The order is too recent (order synchronization occurs with a delay, typically up to 6 hours)
The customer entered an incorrect order number or email
An issue with order synchronization – check the settings in the Retino administration
If the above steps do not resolve the issue, contact our customer support at [email protected]. Please include the order creation date, customer email, customer name, and order code in your email. Our team will investigate the problem and assist you in resolving it.