This article guides you through the entire customer refund process in Retino Returns, from creating a refund request to finalizing payments. Learn how to efficiently refund customers for returns, warranty claims, and other cases.
Creating a Refund Request
Refunds are always created directly within the details of the specific ticket. Follow these steps:
Open the ticket details where you want to perform the refund.
Click the "Refund" button in the ticket actions section.
In the displayed form, select the refund type.
Fill in the required information according to the selected refund type.
Save the refund request.
After creation, the request is automatically added to the queue of unprocessed refunds, awaiting batch processing.
Refund Options
When creating a refund, you have several types to choose from, depending on the customer's needs and your workflow:
Refund to Bank Account
The most common method of returning funds. When creating a bank account refund:
Select the "Bank Account" refund type.
Choose the account from which the refund will be sent (the system will only offer accounts matching the refund currency).
Fill in the following information:
Amount to be returned
Recipient's bank account (including bank code or in IBAN format)
Message for the recipient (optional)
Variable symbol (if not automatically used)
Click "Save" to create the request.
Tip: If you have the customer's bank account already saved in the system (e.g., from a claim form or customer portal), it will be automatically pre-filled.
Refund Using a Voucher
Voucher refunds allow customers to use the returned funds for further purchases in your online store, promoting customer retention and repeat business:
Select the "Voucher" refund type.
Enter the amount to be refunded.
Optionally, set the voucher's expiry date (if not set, the voucher will be valid indefinitely).
Check if you want to send the voucher to the customer via email.
Click the "Issue Voucher" button.
The voucher is automatically created in your online store as a fixed-amount discount coupon in the Voucher Coupons module. Supported platforms include:
Shoptet - the voucher is created as a fixed-discount coupon in the Voucher Coupons module.
Shopify - the voucher is created as a fixed cart discount code.
WooCommerce - the voucher is created as a fixed cart discount coupon.
Important Information: To use voucher refunds, you need an active integration with your online store and sufficient permissions. For Shoptet, the Voucher Coupons module must be activated.
Refund Using a QR Code
QR code refunds are an efficient way to quickly process individual refunds without complex procedures:
Select the "QR Code" refund type.
Enter the refund amount and other required information.
A QR code will be generated after saving.
Open your bank app on your phone and scan the QR code.
The payment order will be automatically filled in the app with all the details.
Review and authorize the payment directly in the app.
This method is ideal for quick, one-time refunds when you don't want to wait for batch processing.
Refund via Webhook
If you have your own payment system, you can use webhook refunds:
Select the "Webhook" refund type.
Enter the amount, currency, and other required information.
After processing, Retino will automatically send the refund data to the configured webhook endpoint.
Your system will process the refund according to its own logic.
CSV Refund
For exporting to external systems, you can choose CSV refunds:
Select the "Custom" refund type.
Fill in the required information.
After processing, the refund will be included in the CSV export with the configured fields.
Processing Refunds
After creating refund requests, you need to process them in bulk in the "Unprocessed Refunds" section:
Accessing Unprocessed Refunds
Go to Settings > Refunds.
Open the "Unprocessed Refunds" tab.
You will see a list of all pending refund requests here.
Bulk Processing Refunds
Select the refunds you want to process (or use the "Select all" button).
Click the "Create PAIN file", "Create ABO file", "Send to Fio bank", etc. button (depending on the account type and settings).
Confirm the creation of the refund batch.
Retino automatically selects the correct file format based on the currency and refund account type.
Finalizing Payments
After creating a refund batch, you need to finalize the payments in your bank system:
With Fio Bank Connection:
After clicking "Send to Fio bank", payments are automatically sent to your online banking.
Log in to your Fio bank online banking.
Go to the section with pending payment orders.
Review and authorize the payments.
Without Connection (All Banks):
Download the generated ABO or PAIN file to your computer.
Log in to your online banking.
Find the section for importing payments.
Upload the downloaded file.
Review and authorize the payments.
Important Information: Even with the API connection to Fio bank, you always need to authorize the payments in your online banking. Retino cannot perform authorized payments without your approval in your online banking.
Tracking and Managing Refunds
Processed Refund Batches
After processing, refunds move to the "Processed Refund Batches" section, where you can:
Track the history of all processed refunds.
Download the exported files (if needed).
See who created the refund and when it was processed.
Reverting Processed Batches
If necessary, you can return a processed batch to the unprocessed refund queue:
In the "Processed Refund Batches" section, find the desired batch.
Click the "Revert" button.
Confirm the action.
The refund will be returned to the unprocessed refunds section, allowing you to modify and re-process it.
Reverting is useful, for example, if there's an error during bank import or if you need to change information for some refunds.
Practical Tips for Efficient Refunds
Bulk Processing - processing multiple refunds as a batch is more efficient.
Vouchers for Customer Retention - use vouchers instead of bank transfers to encourage repeat purchases.
QR Codes for Quick Refunds - use QR codes for individual, urgent refunds that need immediate processing.
Correct Currency - always refund in the same currency as the original payment.
Regular Processing - establish a regular interval (e.g., daily) for processing refunds to avoid long waiting times for customers.
Verification Before Authorization - always verify data after import to the bank before finalizing payments.
Troubleshooting Common Issues
Missing Data for Foreign Payments
If you encounter an error about missing data during foreign payment processing:
Revert the refund back to the unprocessed refunds queue.
Open the ticket details and click "Edit" for the refund.
Fill in the missing information (recipient address, country, IBAN, BIC/SWIFT).
Save the changes and re-process the refund.
Problems Importing Files to the Bank
If the bank rejects the imported file:
Check if you're using the correct format for your bank.
Ensure you're importing the file in the correct banking section.
Verify the format of recipient accounts.
Contact your bank's support if needed.
Problems Creating Vouchers
If you can't create a voucher for your online store:
Check if you have sufficient permissions in the online store integration.
For Shoptet, verify that the Voucher Coupons module is activated.
Try creating the voucher again, or use a different refund method.
Contact Retino support if the problem persists.