Customer-paid shipping allows your customers to order and pay for the return shipping directly in the Portal. This feature helps simplify the return process and increase customer satisfaction.
How Customer-Paid Shipping Works
It allows customers to select from available carriers and pay for shipping directly in the Portal. The entire process is intuitive and transparent:
Customer creates a return request in the customer portal
In the shipping selection section, they see a list of available carriers and shipping types
The price for each option is clearly displayed
After selecting the shipping method, they make a card payment
After successful payment, the shipping is ordered, and the customer receives a confirmation
Important: Retino handles the complete shipping management, including prices, routes, and carriers. You, as an e-shop, only activate this service for your customers.
Setting Up Customer-Paid Shipping
Activate the service in the Settings > Customer-Paid Shipping section.
To activate, simply turn on the switch and set delivery addresses for the countries where you want to use the service.
Delivery Addresses
For each country where you want to offer customer-paid shipping, you need to set a delivery address:
Packages from customer-paid shipping will be delivered to these addresses
Set delivery addresses in the Settings > Customer-Paid Shipping section
You can set different addresses for different countries (e.g., Czech Republic, Slovakia, Poland)
Customer Experience in the Portal
From the customer's perspective, the process looks like this:
Carrier selection - the customer chooses from available carriers
Shipping method selection - choice between drop-off at a branch or courier pickup
Payment - the customer makes a card payment
Confirmation - after successful payment, they receive instructions for sending the package
The entire process is designed to be as simple and clear as possible for the customer.
Benefits for Your E-shop
No extra costs - the customer pays for shipping
Comprehensive solution - everything from ordering to tracking the package
Automatic processing - minimal manual intervention
Connection to ticket status - shipping status is reflected in the ticket status
Tips for Successful Use
Set up delivery addresses correctly for each country
Consider which ticket types this service is suitable for
Regularly check the functionality of the process from the customer's perspective
Note: You can use customer-paid shipping for various ticket types, such as returns, warranty claims, or exchanges. For warranty claims, you can subsequently compensate the customer for shipping costs by increasing the refund amount.