The Shipping tab in the ticket detail allows you to order the return shipping of goods from the customer directly from Retino Returns. This feature helps you efficiently organize returns and simplifies the entire process for both you and your
customers.
What is the Shipping Tab for?
The Shipping tab in the communication and actions panel offers these main options:
Ordering a label for returning goods from the customer
Entering and managing the sender's (customer's) address information
Selecting the carrier and delivery method
Setting the package pickup date and time
Generating shipping labels
Delivery Types
Depending on your settings and contracts with carriers, you can use various delivery types in Retino:
Dropoff - the customer takes the package to a carrier's branch
Pickup - the carrier picks up the package directly from the customer
The availability of these options depends on your active carrier contracts and settings in Retino.
Ordering Return Shipping
Entering Sender Information
When ordering return shipping, you need to fill in the sender (customer) information:
Click the "Shipping" tab in the communication and actions panel
Fill in the sender information:
Name - the sender's (customer's) name
Email - the email address for communication about the shipment
Phone - the phone number for communication with the carrier
Address - the complete address (street, house number, city, postal code, country)
The fields are pre-filled with information from the ticket, but can be edited if needed.
Tip: Make sure the phone number is correct and active, as carriers often use it for communication about delivery.
Selecting Pickup Date and Time
If you selected a pickup delivery type, you will be prompted to choose a pickup date and time. Available dates and times may vary depending on the carrier and your location:
In the "Pick up at" section, select your preferred date and time from the available options
Dates usually include a date and time range (e.g., "May 24, 8:00 AM - 12:00 PM")
Selecting Delivery Address
Next, select where the package should be delivered:
In the "Deliver to address" section, select one of the available addresses
By default, addresses configured in your Retino shipping settings are displayed
If you need to add a new delivery address, you must do so in the Retino shipping settings.
Package Information
Depending on the selected carrier, you may need to provide additional package information:
Weight - the package weight in kg
Dimensions - length, width, and height of the package
Contents - a description of the package contents
Number of pieces - if you are sending multiple packages at once
This information is important for accurate shipping costs and to ensure the appropriate delivery method.
Available Shipping Options
After filling in all the details, a table with available shipping options will be displayed. For each option, you will see:
Carrier name - e.g., PPL, DPD, Zasilkovna
Service type - the specific carrier product (e.g., standard delivery, express delivery)
Price - the shipping cost
Select your preferred shipping option by clicking the corresponding row in the table.
Completing the Shipping Order
To complete the return shipping order:
You can activate the "Create multiple shipments" option - useful if you expect multiple shipments from the same customer
Indicate whether you want to send an email to the customer with shipping instructions
Click the "Submit" button
Note: If the customer's country in the ticket differs from the country you selected for shipping, the system will notify you and request confirmation before creating the shipment.
Shipping Payment Methods
Retino offers two main return shipping payment options:
Customer-Paid Shipping
"Customer-paid shipping" allows customers to order shipping directly in the customer portal and pay with a credit card. This option is available for several carriers (PPL parcelshop, GLS parcelshop, GLS pickup, and in Prague Liftago). This service is free for the store, as the customer pays for the shipping.
Store-Paid Shipping
If you want to pay for the return shipping for your customers, you can add your own carrier contract to Retino. Retino supports integration with carriers like GLS, PPL, DPD, Geis, DHL, and Zasilkovna. This option has a fee (299 CZK per contract).
Downloading the Shipping Label
After successfully ordering the shipment, you can download the shipping label that the customer will attach to the package:
Find the shipment record in the ticket history
Click the link to download the label (usually labeled "Download label" or a download icon)
The label will be downloaded in PDF format
You can send this label to the customer via email or have it automatically sent by Retino (if you activated this option when creating the shipment).
Integrated Carriers
Retino supports integration with a range of carriers, including:
PPL
DPD
GLS
Zasilkovna
DHL
InPost
UPS
Custom carriers
The availability of specific carriers depends on your settings and active contracts.
Shipping Settings
To use the return shipping feature, you need to have the correct carriers and addresses configured in your Retino administration:
Go to Settings > Shipping
Configure carrier contracts and credentials
Add delivery addresses for returns
Tips for Effective Shipping Use
Prepare clear instructions for customers - create canned replies with detailed instructions for returning goods
Check address accuracy - incorrect addresses can cause delivery problems and increase costs
Use bulk label creation - for multiple shipments from one customer, use the create multiple shipments feature
Communicate deadlines with the customer - ensure the customer is available for pickup or knows which branch to take the package to
Combine with automation - create automated processes that initiate return shipping creation based on specific ticket events or statuses
Frequently Asked Questions
Can I change the information of an already created shipment?
No, after creating a shipment, you cannot change its information. If you need to adjust the address or other details, you need to cancel the original shipment and create a new one.
What happens if the customer does not use the created shipment?
If the customer does not use the created shipment (does not take the package to the branch or is not present for pickup), most carriers automatically cancel the shipping order after a certain period. Specific conditions vary by carrier.
How long is the shipping label valid?
The shipping label validity varies by carrier. Typically, the label is valid for 7-14 days from the creation date. After this period, a new label needs to be created.
Can I create multiple labels for one customer?
Yes, you can create multiple shipping labels for one customer. When creating a shipment, simply activate the "Create multiple shipments" option and specify the desired number of labels.
What to do if the customer needs a larger package than the carrier allows?
If the customer needs to return goods in a larger package than the carrier's standard limits allow, you have several options:
Select a different carrier with higher size and weight limits
Split the shipment into multiple smaller packages
Contact the carrier directly and arrange individual shipping terms