Retino offers an intuitive and clear interface that allows you to effectively manage warranty processes and customer communication. This article will guide you through the main sections of the system and introduce their key features.
Case List
The Case List is the central hub in Retino, providing a complete overview of all warranty claims, returns, and other cases. This section includes tools for searching, filtering, and bulk processing cases. For more information, see the Case List article.
Key Features
Views - pre-defined filters and displays for quick access to various case groups
Search - quickly find cases by code, customer name, email, phone, or order number
Filters - filter by status, case type, tags, assigned agent, and other criteria
Bulk Actions - efficiently manage multiple cases at once (close, change status, assign agent)
Data Export - export cases to CSV or PDF format for further analysis
Tip: Utilize custom views to streamline your daily case management. Learn more in the Custom Case Views article.
Product List
The Product List provides a clear view of all products associated with cases. This allows you to effectively track and analyze which products are most frequently subject to warranty claims or returns. For a detailed description, see the Product List article.
Key Features
Centralized view of products in the warranty process
Filtering by case type and status
Searching within product names
Exporting product data for analysis
Each row in the list contains information about quantity, product name, price, associated case, and current status. Clicking on a row takes you directly to the detail of the corresponding case.
Communication
The Communication section displays all messages from customer communication in one place. It serves as a central inbox where you can track incoming messages, respond to them, and manage all communication. For more details, see the Communication article.
Key Features
Clear list of all messages with color highlighting for unread messages
Filters to display unread messages, unanswered messages, or messages assigned to a specific user
Mark a message as answered without needing to reply
Sorting and searching messages by various criteria
Important Note: Regularly check unread and unanswered messages to ensure a quick response to customer requests.
Shipping List
The Shipping List is the central location for tracking and managing all shipments ordered through Retino. This section provides a complete overview of current shipment statuses and allows for quick responses to shipping requests. Learn more about this feature in the Shipping List article.
Key Sections
In Transit - shipments in the delivery process
Shipping Requests - requests awaiting approval
Not Delivered - problematic shipments that could not be delivered
Delivered - successfully completed shipments
All Shipments - complete list regardless of status
In the "Shipping Requests" section, you can approve or reject reverse shipping requests created by customers in the portal. Each shipment has a status indicated by a colored tag, showing the current stage of the package.
Activities
The Activities system acts as an integrated to-do list, helping you organize, schedule, and track tasks related to individual cases. Activities are always linked to a specific case and help structure the workflow. For a detailed description, see the Activities System in Retino article.
Key Features
Clear list of tasks with filtering options by deadline and status
Assign an activity to a specific team member
Set a completion deadline for each task
Integration with automation for creating activities based on events
You can create activities directly from the case detail in the "Activity" tab. Thanks to the integration with automation, you can set up automatic activity creation for specific events, such as a change in case status or adding a tag.
Statistics
The Statistics section offers overviews and graphs to help you track the performance of the warranty process, analyze returned products, and measure customer satisfaction. Statistics are categorized for better clarity. For more information, see the Statistics article.
Key Statistic Categories
Cases - ratio of open and closed cases, average closing time
Ratings - customer satisfaction metrics including RetinQuality
Products - analysis of the most frequently returned products and reasons for return
Return Rate - return rate and case count development over time
Statistics can be filtered by time period, case type, and users for more precise analysis. Use the data to identify problem areas, optimize processes, and make informed decisions.