System emails in Retino Returns are pre-built templates that are automatically sent to customers in response to specific events in the system. These emails ensure consistent, professional, and automated communication with customers throughout the entire process of resolving their cases.
System Email Types
Retino Returns includes the following basic system email types that you can customize to your needs:
Your case has been created - confirms to the customer the creation of a new case in the system
Please rate your case - requests the customer to rate the resolved case
Shipping label created - informs the customer about the creation of a shipping label for returning the item
Document created - announces the creation of a document related to the case (e.g., a warranty claim protocol)
Credit note created - informs about the creation of a credit note for the case
Your voucher - sends the customer information about a created discount voucher
Additionally, a separate email template is created for each document type or shipping, which you can customize individually.
Where to Find and Edit System Emails
You can edit system emails to your needs:
Go to Settings > Emails
Select the email type you want to edit
Click the Edit button
Edit the email subject and body as needed
Click Confirm to save the changes
Multilingual Support
System emails support multiple languages, allowing you to communicate with customers in their preferred language:
When editing an email, tabs for different languages are available
You can set a specific subject and body for each language
The system automatically sends the email in the correct language based on the ticket's language settings
Using Variables in Emails
To personalize system emails, you can use the following variables:
[[code]] - ticket code
[[customer.name]] - customer name
[[customer.email]] - customer email
[[customer.phone]] - customer phone number
[[order.code]] - order code
[[voucher.code]] - discount voucher code (only in voucher template)
[[voucher.value]] - discount voucher value (only in voucher template)
Important Note: Variables must be in the exact format shown above, including the double square brackets. Variables that are not relevant to the email type will not be replaced.
Text Formatting
The email template editor allows basic text formatting using the toolbar:
Bold text - highlights important information
Italic text - emphasizes certain text passages
Text alignment - left, center, right
Lists - bulleted and numbered
Links - inserting links to external websites
Email Attachments
Some system emails automatically include files:
Shipping label created - a PDF file with the shipping label is attached
Document created - the generated document is attached
Credit note created - a PDF file with the credit note is attached
Automated Emails
Besides system emails, you can also set up custom automated emails in Retino Returns that are sent based on specific events and conditions. These emails are configured in the Settings > Automation section using the "Send message template as email" action.
Detailed information on setting up automated emails can be found in the Automation in Retino Returns article.
Practical Tips for System Emails
Consistent style - maintain a consistent style and tone of communication in all emails
Use variables - personalize emails using variables like customer name or ticket code
Set all language versions - if you communicate with customers in different languages, ensure that all language versions of the emails are filled
Test before deployment - after editing email templates, test their appearance and functionality on a test case
Regularly update - regularly review the content of your emails to reflect the current processes and communication style of your company
Creating Additional System Email Types
The system automatically creates additional email types when a new document type (e.g., warranty claim protocol) is created.
Basic templates for these new email types are created, which you can edit in the Settings > Emails section.
Tip: If you see multiple entries of the same type (e.g., multiple "Document created" entries) in the system email list, it's because you have multiple different document types in your system. Each document type has its own email template, which can be individually customized.