Creating a new ticket type "Exchange" in Retino allows you to efficiently handle situations where a customer wants to exchange a purchased item for another. This guide will walk you through the entire process – from creating the ticket type to setting up processes and statuses, and finally integrating it into the customer portal.
Creating a new ticket type
The first step is to create a new ticket type in the Retino administration:
Log in to your Retino account
Go to the Settings > Ticket Types section
Click the "Create ticket type" button in the top right corner
Fill in the form:
Name: Exchange
Color: Choose a color to represent the "Exchange" ticket type (e.g., purple)
Click the "Create" button
Important Information. The ticket type name should be descriptive and understandable for both your agents and customers.
Setting up process steps and statuses
Now, you need to set up the process steps and statuses for the new ticket type:
Go to the Settings > Processes section
Find the tab with the newly created "Exchange" ticket type
Add the necessary process steps by clicking "Add step" in the top right corner
For the "Exchange" ticket type, we recommend the following process steps:
Process step | Statuses |
New ticket | New ticket |
Waiting for return | Waiting for returned goods |
Inspection | Goods received |
Exchange | Exchange approved |
Resolved | New goods shipped |
For each process step, create statuses as follows:
Click the "Add status" button in the process step
Fill in the status name
Choose the background and text colors
Click "Create"
Adjusting the order of process steps and statuses
In the process settings, you can use drag and drop to:
Change the order of process steps by dragging the entire column
Adjust the order of statuses within a process step by dragging the status cards
Move statuses between process steps
Tip for efficient work. The first status in the first process step will be the default status for newly created tickets of this type.
Integrating the ticket type into the customer portal
After creating the "Exchange" ticket type, you need to integrate it into the customer portal so customers can use it:
Go to the Settings > Portal section
In the "Ticket types" tab, check the newly created "Exchange" type to make it visible in the portal
Setting up the exchange form
For the "Exchange" ticket type, you can set up a specific form for customers to fill out when requesting an exchange:
In the Settings > Portal section, click the tab with the "Exchange" ticket type
Edit the texts and settings for each form step:
Introduction - explain the exchange process to customers
Order search - set the period for displaying orders
Product selection - edit the texts for selecting products to exchange
Exchange reasons - add options for why the customer is requesting an exchange
Ticket details - add fields to specify the desired replacement item
Shipping - set the return shipping options for returning the original item
Remember to save your changes after each section using the "Save" button
Adding custom fields for the "Exchange" ticket type
For efficient exchange processing, it's recommended to add custom fields to help specify the desired replacement product:
Go to the Settings > Custom fields section
Click "Create custom field"
Fill in:
Name: Desired replacement product
Type: Text (multiple lines)
Visible to customer: Yes
For ticket types: Select only "Exchange"
Click "Create"
Similarly, you can create other useful fields, such as:
Size/Color of the replacement product
Replacement product code
Reason for exchange
Testing the exchange process
After setting up all components, it's crucial to test the entire exchange process:
Go to your customer portal
Create a new "Exchange" ticket
Go through the entire form and submit the request
Check if the ticket was created correctly in the Retino administration
Verify that the ticket is in the correct initial status
Check if the configured automations are working
Test transitions between different ticket statuses
Best practices for handling exchanges
For efficient exchange handling, we recommend:
Clear communication - regularly inform the customer about the status of their exchange request
Documentation - take photos of the returned goods for potential future claims
Shipping tracking - use tracking numbers to monitor both the returned and newly shipped items
Establishing rules - create clear rules for exchange approvals and communicate them to customers
Tip for efficient work. Create response templates for different situations during exchange processing (exchange approval, exchange rejection, information about sending a replacement item, etc.) that your agents will use.
Summary
Creating an "Exchange" ticket type in Retino allows you to efficiently handle customer requests for item exchanges. By setting up custom process steps, statuses, and automations, you can standardize and simplify the entire process for both your agents and customers.
Careful configuration of the portal and the exchange form ensures that you receive all necessary information from customers during the initial request, minimizing the need for additional communication and accelerating ticket resolution.