Documents in Retino Returns allow you to create professional, multilingual PDF documents for your warranty claim cases. This feature lets you automatically generate various document types, such as acceptance confirmations, delivery notes, claim resolution protocols, and other crucial documents needed throughout the claim process.
What are Retino Returns Documents for?
The document system in Retino Returns was designed for the following purposes:
Creating professional PDF documents for customers
Automatically filling in data from the case and products
Customizing content based on the ticket type
Supporting multilingual documents for international customers
Automatically sending documents to customers via email
Maintaining consistent communication with customers
Default Document Types
Retino Returns provides several pre-configured document types that address common warranty claim needs:
Claim Acceptance Confirmation - A document confirming the receipt of the claimed goods, serving as a confirmation for the customer.
This document includes basic customer details, claimed goods specifics, and information about the expected claim process.
Claim Protocol - A detailed document outlining the claim process and outcome.
The claim protocol provides comprehensive claim information, including technical assessment, claim resolution, and proposed solutions.
Working with Documents in Ticket Details
You can create documents directly within the details of a specific ticket using the following steps:
Open the ticket details for which you want to create a document
Click the Documents tab at the top of the screen
Select the desired document type from the available template list
Review and adjust the pre-filled data in the form, if necessary
Click the Create Document button
Once created, the document is automatically saved to the ticket and a PDF file is generated, which you can download or send to the customer via email.
Configuring Document Types
System administrators can manage and create new document types in the settings section:
Go to the Settings > Documents section
Here you will see a list of all existing document types categorized by ticket types
To create a new document type, click the Create Document button
Creating a New Document Type
When creating or editing a document type, you have the following options:
Basic Settings:
Document name (in all supported languages)
Document content (multilingual, with formatting options)
Customer information hiding settings
Option to update the ticket with document data
Ticket Fields:
Select which ticket fields to display in the document (e.g., customer name, email, order number)
Product Fields:
Select which product fields to display in the document (e.g., product name, manufacturer, price)
Supplier Data:
Settings to use company billing information or custom supplier data
Filling in supplier data if it differs from billing information
Automatic Document Creation
Retino Returns allows for automatic document creation and sending through automation rules. This is useful for, for example:
Automatically sending claim acceptance confirmations when the ticket status changes to "Accepted"
Generating and sending claim protocols after the ticket is closed
Creating a delivery note when sending a repaired item back to the customer
To configure automatic document creation:
Go to the Settings > Automation section
Create a new trigger or edit an existing one
Select Add Document as the resulting action
Choose the document type to be automatically created
Configure whether the document should be automatically emailed to the customer
Tips for Efficient Document Work
Multilingual Content - Fill in document names and content in all languages used for customer communication
Variables in Text - Use HTML formatting in document content for better structuring
Preview Before Creation - Utilize the preview function to verify the document's display before final creation
Automation - Link document creation to automation rules for process efficiency
Billing Information - Ensure company billing information is set up correctly for accurate display in documents
Important: Correct company billing information is essential for proper document functionality.
Frequently Asked Questions
How can I upload my own logo to the document?
The company logo is retrieved from your billing information. To set up the logo:
Go to the Settings > Account section
Upload the logo using the appropriate form
The logo will automatically appear in all your documents
Can I modify the appearance of the generated PDF documents?
The basic document templates are designed to meet professional standards. Currently, full document appearance changes are not possible, but you can adjust content and text formatting using the HTML editor when creating a document type.
Is it possible to send documents automatically?
Yes, documents can be automatically generated and sent using the automation feature. Set up a trigger with the "Add Document" action and select the automatic email sending option.