Retino offers a comprehensive customer refund system that significantly simplifies and automates the refund process. This article explains how to set up refunds and what options Retino provides in this area.
What are Refunds in Retino?
Refunds in Retino represent a complete system for returning money to customers in cases of returns, warranty claims, and other situations requiring a refund. With Retino, you can efficiently manage the entire process directly from the ticket administration without manually entering payments in your bank.
Setting Up Refund Accounts
To use refunds, you first need to set up the bank accounts from which refunds will be issued.
Adding a New Account
In the Settings > Refunds section, click the "Add another account" button and fill in the following information:
Name - a descriptive name for the account (e.g., "Main CZK Account", "Euro Account", etc.)
Bank Account Number - in the format with a slash and bank code (e.g., 2501245478/2010)
IBAN - international account number format for foreign payments
Validity Shift (days) - the number of days the refund due date will be shifted from the creation date
Currency - the account's currency (CZK, EUR, USD, etc.)
Variable Symbol Source - the source for the variable symbol for refunds (ticket code, order code, latest credit note)
Tip: If you set the validity shift to 0 days, refunds will have the same due date as the creation date. This can be useful if you want the money to reach customers as quickly as possible, but remember that most banks will reject payments with a past due date.
Tip: If you set the validity shift to 0 days, refunds will have the same due date as the creation date. This can be useful if you want the money to reach customers as quickly as possible, but remember that most banks will reject payments with a past due date.
Connecting with Fio Bank
Retino allows direct connection with Fio Bank using API, significantly simplifying the refund process. Instead of manually uploading ABO or PAIN files, you can send payments directly from Retino to Fio Bank's online banking.
Obtaining an API Token from Fio Bank
Log in to Fio Bank's online banking.
Go to Settings > API > Add new token.
Create a token with the permission "Monitor account and issue payment orders and collections."
Copy the generated token.
In Retino, in the Settings > Refunds section, open the refund account settings and paste the token into the "Fio Bank API Token" field.
Important Information: Even with an API token set up, you always need to log in to online banking and authorize the payment orders. The API connection only simplifies the entry of payments, not their authorization.
Supported Refund Types
Retino supports various refund methods to allow you to choose the most suitable one:
Bank Transfers
A standard refund method directly to the customer's bank account. Retino automatically generates payment orders in the correct format according to the payment currency (ABO for CZK, PAIN for EUR, etc.).
Voucher Refunds
Voucher refunds allow you to issue a discount voucher for the refund amount, which the customer can use for their next purchase in your online store. This is an effective way to motivate customers to make repeat purchases and reduce the financial burden associated with refunds.
The system supports three main e-commerce platforms:
Shoptet Vouchers
For Shoptet, the voucher is created as a discount coupon in the Discount Coupons module with the following parameters:
Discount Type: Fixed amount
Value: Refunded amount
Reusable: One-time use
Validity: Optional (you can set it during creation)
To create vouchers in Shoptet, you need the Discount Coupons module activated and sufficient API permissions.
Shopify Vouchers
For Shopify, the voucher is created as a discount code with the following parameters:
Discount Type: Fixed amount
Value: Refunded amount
Usage Limit: One-time use
Validity: Optional (you can set it during creation)
WooCommerce Vouchers
For WooCommerce, the voucher is created as a discount coupon with the following parameters:
Discount Type: Fixed cart discount
Value: Refunded amount
Usage Limit: One-time use
Minimum Order Value: Optional (you can set it during creation)
Validity: Optional (you can set it during creation)
For all voucher types, you can set whether the voucher should be automatically sent to the customer via email during creation. The email includes the voucher code and its value.
Important Information: Voucher refunds require active integration with your e-commerce platform. Vouchers are automatically created in your store as standard discount coupons that customers can use during checkout.
QR Code Refunds
QR code refunds simplify the refund process for e-commerce stores. The system generates a QR code that you, as a store employee, scan in your bank application. After scanning, the payment order is automatically pre-filled with all necessary details, eliminating errors associated with manual entry.
Setting up QR code refunds:
In the Settings > Refunds > QR code refunds section, select the variable symbol source.
Set the activity deadline (number of days for processing QR code refunds).
Save the settings by clicking "Save."
Webhook Refunds
Webhook refunds allow you to process refunds through your own system. Each refund triggers an HTTP request with refund data sent to your server.
The webhook sends data in the following format:
{
"note": "Refund for returned goods",
"amount": "1500.00",
"currency": "CZK",
"ticket_id": "a1b2c3d4-5678-90ab-cdef-ghijklmnopqr",
"created_at": "2025-04-22T14:32:20.043902+00:00",
"event_type": "retino_refund.created",
"approver_id": "12345678-9012-3456-7890-123456789012",
"valid_until": "2025-04-29",
"recipient_name": "Jan Novák"
}
CSV Refunds
CSV refunds allow you to export refund data to a CSV file for further processing in your accounting or payment system.
Setting up CSV refunds:
In the Settings > Refunds > Custom refunds section, check the fields you want to export.
Set the validity period (number of days the refund will be valid).
Save the settings by clicking "Save."
Multi-Currency Refunds
Retino supports refunds in various currencies, automatically selecting the correct format based on the refund currency:
Currency | Format | Usage |
CZK | ABO | Standard domestic payments in Czech Korunas |
EUR | PAIN XML | SEPA payments in Euros |
USD, GBP, CHF, etc. | Foreign XML | Foreign payments in other currencies (only with Fio API) |
A separate account is required for each currency. Retino will automatically offer only accounts matching the refund currency when creating a new request.
Specifics for Foreign Payments
When creating foreign payments (outside CZK):
For EUR payments (SEPA), the account IBAN format is required.
For payments in other currencies (USD, GBP, etc.), in addition to the IBAN, you must also provide the recipient's address and country.
Important Information: For foreign payments outside the SEPA zone, the refund request must include the recipient's address and country. You can add these details to the ticket details when creating a refund.
Bank File Formats
ABO Format
ABO (Automated Bank Operations) is a standard format for bulk payment orders used by Czech banks. It supports only Czech Koruna payments and is supported by all Czech banks.
PAIN XML Format
PAIN (Payment Initiation) is a standard for formatting payment orders within the SEPA (Single Euro Payments Area). It is primarily intended for SEPA payments in Euros and includes extended information such as IBAN, BIC/SWIFT codes, and structured details of the payer and recipient.
Managing Processed Refunds
All processed refund batches are available in the Settings > Refunds section, in the "Processed Refund Batches" tab. Here you can:
View the history of all processed refunds
Download exported files (ABO, PAIN, CSV)
Reverse processed batches if needed