Automatic shipping ordering in Retino Returns can significantly simplify your work and speed up the entire case processing. This article will show you how to set up automatic shipping ordering in two different ways: ordering requested shipping and automatically ordering shipping with Zasilkovna.
Why automate shipping ordering
Automating shipping ordering brings several significant benefits:
Time saving - no need to manually approve and order each shipping request
Faster process for customers - shipping is ordered immediately
Fewer administrative errors - the system reliably orders shipping according to the set rules
Consistent process - all requests are processed in the same way
Method 1: Automatic ordering of requested shipping
This method of automation is used when you want to automatically approve and order the shipping that the customer has selected in the customer portal. The customer selects the desired shipping method (e.g., drop-off at a branch or courier pickup) in the portal, and the system automatically orders this shipping without manual approval.
Setup procedure
Go to the Settings > Automation section
Click the Create trigger button
Select Shipping request created as the triggering event
Now you can set the conditions that must be met for the shipping to be automatically ordered:
Ticket type - for example, Claim, Return, or any other type
Ticket country - if you want to limit automation to certain countries
Ticket state - you can limit automatic ordering only to tickets in a specific state
Preferred shipping - if you want to limit automation to a specific carrier
Select Order requested shipping as the resulting action
Set any possible delay - for example, you can set a 1-hour delay to have time to review the request if needed
Save the automation by clicking the Save button
Important: This automation only works for shipping requested by the customer in the portal. You cannot automatically add new shipping that the customer has not requested.
Example use case
A typical use case for this automation is for claims, where you want to allow customers to easily send the claimed goods without waiting for manual approval. Set up automation with these parameters:
Event: Shipping request created
Condition: Ticket type = Claim
Action: Order requested shipping
Delay: Immediate
With this setup, all shipping requests for claims will be automatically approved and ordered, significantly speeding up the entire claim process.
Method 2: Automatic ordering of Zasilkovna shipping
This automation method allows you to automatically add shipping from a specific carrier (in this case, Zasilkovna) to the ticket, even if the customer did not select it in the portal. It is useful in situations where you want to proactively offer a shipping option to the customer without them having to request it.
Setup procedure
Go to the Settings > Automation section
Click the Create trigger button
Select a suitable triggering event:
Ticket created by customer - if you want to add shipping immediately after the ticket is created
Ticket state changed - if you want to add shipping when the ticket state changes to a specific value
Set the necessary conditions:
Ticket type - for example, Return
Ticket country - for example, Czech Republic (because Zasilkovna has a dense network of branches in the Czech Republic)
Other conditions as needed
Select Add transport as the resulting action
In the dialog box, select:
Carrier: Zasilkovna
Shipping type: Drop-off
Route: select the appropriate route based on the sender and recipient countries
Set any necessary delay
Save the automation
Tip: For optimal automation functionality with a specific carrier, ensure that all necessary data for this carrier is correctly set up in the Settings > Shipping section.
Example use case
A typical use case for this automation is for returns, where you want to automatically offer the option of sending the goods via Zasilkovna. Set up automation with these parameters:
Event: Ticket created by customer
Conditions: Ticket type = Return AND Ticket country = Czech Republic
Action: Add transport (Zasilkovna, route CZ → CZ)
Delay: Immediate
After setting up this automation, every new return in the Czech Republic will automatically include the option to send the goods via Zasilkovna without the customer needing to request it.
Combining both automation methods
For maximum efficiency, you can combine both automation methods:
Create automation to add Zasilkovna shipping when a ticket of a certain type is created
Create further automation to automatically order this shipping once the customer confirms the branch
This creates a fully automated process where the customer only selects the Zasilkovna branch, and everything else is processed automatically without manual intervention.
Monitoring and optimizing automations
After setting up automations, it is important to monitor their functionality and efficiency:
Regularly check if shipping is actually ordered automatically
Monitor any errors or problems with specific carriers
Gather customer feedback on the shipping process
Adjust conditions or parameters of automations as needed
For testing: Before deploying automations in live mode, it is recommended to create test tickets and verify that shipping is ordered correctly and as expected.
Summary
Automatic shipping ordering in Retino Returns allows you to significantly streamline the entire case processing and increase customer satisfaction thanks to faster shipping processing. This article presented two main ways to automate shipping:
Automatic ordering of requested shipping - automatically approves and orders shipping selected by the customer in the portal
Automatic ordering of Zasilkovna shipping - proactively adds the option of Zasilkovna shipping without the customer needing to request it
By implementing these automations, you can significantly reduce manual work and ensure consistent, fast shipping processing for all tickets.