The Retino Returns ticket detail is the central location where you work with individual customer requests. Here, you can manage all ticket information, communicate with the customer, change statuses, create refunds, credit notes, and much more.
Ticket Header
The top section of the ticket detail contains the most important information and tools for management:
Ticket Name and Number - a unique identifier (e.g., Return RMA20220144)
Ticket Status - the current position in the process workflow (e.g., "Unauthorized - Returning goods to customer")
Order Number - if the ticket is linked to an order from your online store, you can click through directly to your store's administration
Customer Information - name, email, and phone (all data can be edited by clicking)
Assigned Agent - the person responsible for resolving the ticket
Verification Status - information on whether the order has been automatically verified, manually verified, or is awaiting verification
Changing the Ticket Status
To change the ticket status, click the Change Status button in the top right corner of the ticket detail. A modal window with available statuses for the current phase of the process will appear. Selecting a new status will move the ticket through the processing stages.
Note: Available statuses vary depending on the ticket type and the current phase in the process. The system only displays relevant statuses that logically follow the current status.
Changing the Ticket Type
If you need to change the ticket type (for example, from a return to a warranty claim), you can do so by clicking on the ticket code in the top left corner. Keep in mind that changing the ticket type will automatically change the available statuses and may affect other functions associated with that ticket type.
Important: Changing the ticket type also changes the process workflow and ticket statuses. For example, some functions like refunds or credit note issuance are not available for supplier complaints.
Tagging
For better organization and filtering of tickets, you can use tags. By clicking the tag icon in the ticket header, you can add existing tags or create new ones. Tags are visible to all team members and help categorize tickets based on various criteria.
For more information about tags, see the article Ticket Tags.
Communication and Actions Panel
Below the ticket header, you'll find a panel with tools for communicating with the customer and performing various actions. This panel contains several tabs with different functionalities:
Messages - communication with the customer
Internal Notes - notes visible only to your team
Activities - planning and tracking tasks
Refunds - refunding money to customers
Credit Notes - creating and managing credit notes
Shipping - ordering reverse shipping of goods
Documents - creating and managing documents
SMS - sending text messages to the customer
For details on individual functions in the communication and actions panel, please refer to the relevant articles.
Products
In the Products section, you'll find an overview of all items the customer is returning or claiming warranty for. For each product, you see:
Product name and code
Quantity
Unit price and total amount
Return/warranty claim reason
Proposed solution
Further details like goods receipt, attached files, etc.
This information is crucial for properly handling the ticket and determining the next steps. Products can be automatically loaded from the online store order or manually entered when creating the ticket.
Customer and Order History
This section provides a complete overview of the customer's history:
Total number of orders and their value
Total number of tickets (claims, returns) and their value
List of all previous customer orders with date and amount
List of all previous tickets with direct links
This information provides context about the customer and their purchase history, helping you better understand their needs and tailor your approach to resolving the current ticket.
Order Items
If the ticket is linked to a specific order, this section displays all items from the original order. This is particularly useful when a customer is returning or claiming warranty for only part of an order, allowing you to see the complete context.
Ticket History
At the bottom of the ticket detail, you'll find a complete chronological overview of all actions taken within the ticket. The ticket history includes these types of entries:
Messages - communication with the customer
Internal Notes - notes visible only to team members
System Messages - automatic records of status changes and other events
Activities - tasks associated with the ticket
Refunds - records of refunds
Credit Notes - issued credit notes
Shipping - information about ordered shipments
Documents - created and uploaded documents
SMS Messages - text messages sent to the customer
Ratings - customer feedback
For easier navigation in the history, you can use filters to display only specific types of entries based on the categories listed above.
Tip: The ticket history provides a complete audit trail of all actions, useful for reviewing ticket resolution or when handing over a ticket between team members.
Ticket Detail Settings and Customization
Section Arrangement
You can customize the arrangement of information sections in the sidebar according to your preferences. Click the three-dot icon in the top panel and select "Edit sidebar sections". Here you can:
Change the order of sections by dragging
Hide sections you don't need
Show previously hidden sections again
Changing Ticket Data
In the ticket detail settings (three-dot icon in the header), you can adjust basic ticket data:
Order number
Country
Language
Currency
These settings affect how the ticket is displayed and processed in the system, including the language of communication with the customer.
Custom Ticket Fields
The Retino Returns system allows you to work with custom fields that you can define according to your business needs. These fields can be displayed in the ticket detail and contain additional information specific to your processes.
Further Options
In the dropdown menu (three dots) in the ticket header, you'll find more useful functions:
Save as PDF - creates a PDF file with complete ticket information for archiving or sharing
Duplicate Ticket - creates a copy of the ticket with all set data, which you can further edit
Delete Ticket - permanently removes the ticket from the system (warning: deletion does not affect billing)
Note: Deleting a ticket is an irreversible action and the ticket will not be archived among closed tickets. If you want to preserve the history, we recommend closing the ticket instead of deleting it.