This section demonstrates how to configure the Retino customer portal, a place where your customers can easily create warranty claims, return items, or handle other types of cases. Configuring the portal determines how it looks and functions for your customers.
Basic Information
The Retino portal is an interactive interface where customers can independently create and manage cases related to returns or warranty claims. In the portal settings section, you can configure the entire case creation process – from selecting the case type, finding the order, choosing products, to selecting the return shipping method and refund options.
All texts in the portal can be edited in all languages your account has set as supported. Use the "Edit texts and translations" button in the relevant section to modify the texts.
Case Types
This section is the first step in the customer portal, where the customer selects the type of case they want to handle. Standardly, two basic case types are available:
Return – for cases where the customer wants to return an item
Warranty Claim – for cases where the customer wants to claim a defective item
Each case type in the portal includes:
Case name
Description explaining to the customer the purpose of this case type
An action button for the customer to proceed (e.g., "Return order" or "Continue")
You can manage case types by:
Editing them using the "Edit" button next to each case type
Changing their order by dragging them using the handle on the right side
Use the "Add case type" button to add an existing case type to the portal. You can create new case types in Settings > Tickets.
Finding the Order
In this step, the customer finds their order they want to claim or return. The customer fills in:
Order number
Email used for the order
Using the "Section settings" button, you can disable or enable:
Order search by invoice number
Manual form filling (without an order)
You can edit the texts displayed in this section, including headings, instructions, and error messages. Use the "Edit texts and translations" button to customize these texts.
Order Items
In this step, the customer selects specific items from the order they want to return or claim. Here, the customer can:
Select specific items
Choose a return reason from the dropdown menu
Indicate whether they want to return or claim the item
You can edit this section using the buttons:
"Section settings" – for advanced settings of this form part
"Edit texts and translations" – for changing texts in this section
"Add field" – for adding additional custom fields to the form
Return Shipping
In this section, you configure the ways customers can return items to your store.
Return Shipping Types
Order Pickup – the customer can order a courier to pick up the package at their address
Drop-off at a Branch – the customer can personally bring the returned item to a carrier branch
Custom Shipping Option – you can define your own shipping methods
Customer-Paid Shipping – the customer pays for the shipping costs of the claimed item. In the customer portal, the customer selects their preferred carrier and shipping method, and then pays for this service through the integrated payment gateway. For more information, see the Customer-Paid Shipping article.
Carriers
Several carriers are integrated into the system. For more information on available carriers and shipping methods, see the Shipping in Retino article.
You can set the name and description for each shipping option. Use the "Add shipping option" button to add more shipping methods.
Refund Options
In this section, you configure how customers will be refunded for returned items. The following options are available:
Discount Coupon – the customer receives a discount coupon for the value of the returned item, which they can use on their next purchase (with information about the coupon's validity)
Bank Account – the money will be refunded to the customer's bank account. Any bank account is supported – the system supports various account formats, including IBAN, Czech, Polish, and other international formats
You can edit the name, description, and other parameters for each method using the "Edit" button. Use the "Add refund option" button to add more refund methods.
The selected option will appear in the administration as "Selected refund method," where the refund needs to be manually processed. Learn more in the Refunds article.
Customer Information
In this section, you configure the information you require from the customer to process the case. Standard fields include:
Order number
Customer name
Customer email
Pickup address
Billing address
You can set each field as required or optional. Use the "Add field" button to add additional custom fields as needed.
Tip: There is no need to add a bank account field. If the customer selects "Refund to bank account" in the previous step, the field will automatically appear.
Ticket Creation Confirmation
The final settings section concerns the screen the customer sees after successfully creating a case. Here, you can configure:
Confirmation message ("Ticket created")
Additional information ("We will contact you shortly with further information")
Link to track the current case status
Instructions for next steps ("Please package the item and wait for the courier to pick it up")
Option to provide feedback on the process ("Was everything alright?")
You can also configure remarketing in this section using the "Remarketing settings" button. For more information on remarketing options, see the Remarketing article.
Customizing Portal Appearance
Use the "Customize appearance" button in the top right corner of the screen to customize the portal's look and feel for your e-shop. Here, you can adjust:
Portal color scheme
Font
Corner rounding
