The Credit Note tab in the ticket detail allows you to create and manage credit notes directly from Retino. Depending on your e-shop and accounting system, Retino may support automatic credit note creation with various integration levels.
What are Credit Notes for
Credit notes are an important part of the return and refund process. They serve as a tax document confirming the refund to the customer and are essential for proper accounting. In Retino, you can:
Create credit notes directly from the ticket detail
Automatically link credit notes to the original order
Track the status of credit notes
Depending on the integration, automatically transfer credit notes to the accounting system
Supported Systems
Retino supports credit note creation for various e-shop platforms and accounting systems:
Shoptet - full integration with automatic credit note creation in the Shoptet administration
Dativery - creating credit notes via the Dativery API
Retino - native credit note creation in the Retino system with integration via webhooks
For integration with other systems, you can use credit note webhooks, which allow connection with your own systems.
Creating a Credit Note
Preparing to Create a Credit Note
To create a new credit note:
Open the ticket detail
In the communication and actions panel, click the "Credit Note" tab
If you have multiple credit note client types, select the appropriate type (Shoptet, Dativery, or Retino)
Note: If a credit note has already been created for the ticket, you will be notified. The system will still allow you to create another credit note, but it is important to avoid creating duplicate credit notes for the same items.
Creating a Credit Note in Shoptet
If you use Shoptet, the credit note creation process is as follows:
Select the order items you want to include in the credit note
Enter the quantity and price for each item
Fill in the order number and variable symbol (automatically pre-filled)
If necessary, adjust the credit note currency
Click the "Create Credit Note" button
After creating the credit note, a credit note will be automatically generated in the Shoptet administration with the filled items and linked metadata. The credit note is immediately available for further processing in the accounting system.
Warning: If Retino tells you in the ticket detail credit note section that it does not have sufficient permissions to perform this action, please follow the instructions in this guide.
Creating a Credit Note via Dativery
To create a credit note via Dativery:
Select the items you want to credit
Enter the order number and variable symbol
Fill in all required data according to your Dativery settings
Click the "Create Credit Note" button
Dativery will then process the request and create the credit note in the relevant accounting system.
For more information on integration with Dativery, please visit the article Credit notes via Dativery.
Creating a Native Credit Note in Retino
If you want to create credit notes using your own integration, you can use native Retino credit notes:
Select items for crediting
Enter the order number and variable symbol
Fill in all required data
Click the "Create Credit Note" button
The created credit note will be stored in the Retino system, and if you have a configured webhook endpoint, the system will automatically send a webhook with the credit note data to this endpoint. This allows integration with your own systems for further credit note processing.
Viewing Created Credit Notes
All created credit notes are available in the ticket history. To view them:
Go to the History section in the ticket detail
Use the "Credit Notes" filter at the top of the history
A list of all credit notes created for the ticket will be displayed
For each credit note, you will see basic information such as the variable symbol, creation date, items, and total amount.
Working with Credit Notes in Different Systems
Depending on the credit note type and integration, you have various options for working with them:
Shoptet credit notes - include a link to the Shoptet administration where you can find the full credit note detail and download or further process it
Dativery credit notes - include a link to the credit note detail in the Dativery system, where you can obtain a PDF version
Retino credit notes - primarily serve to send data via a webhook to your own endpoint, where you can further process it in your system
Credit Note Webhooks
For advanced integration with your own systems, Retino offers the possibility of using credit note webhooks. Whenever a credit note is created in Retino, the system automatically sends a webhook with information about this event to your defined endpoint.
Credit note webhooks allow:
Automatic credit note creation in your accounting system
Data synchronization between Retino and your internal systems
Custom processing of credit note information, including PDF generation
When configuring the Retino Credit Note Client, you need to set the URL of the webhook endpoint where the data will be sent. After a credit note is created in Retino, the complete credit note data with the event type 'retino_credit_note.created' is automatically sent to this endpoint.
For more information on credit note webhooks, please visit the article Credit Note Webhooks.
Requirements for Creating Credit Notes
To successfully create credit notes in Retino, the following requirements must be met:
For Shoptet Integration
Active Shoptet e-shop with a valid API access
Correctly configured integration between Retino and Shoptet
Sufficient permissions for creating credit notes
For Dativery Integration
Active Dativery account
Correctly configured integration between Retino and Dativery
Configured API keys for accessing Dativery
For Native Retino Credit Notes
Correctly filled company details in Retino settings
Configured webhook endpoint for receiving credit note data
System on your endpoint for processing received data
Tips and Best Practices
Create credit notes only after confirming the return of the goods - this prevents issues where the customer does not return the goods
Regularly check the status of credit notes - especially when using external integrations, ensure that credit notes have been successfully transferred to the accounting system
Verify the functionality of webhooks - for Retino credit notes, regularly check if webhooks are successfully delivered to your endpoint
Maintain consistent procedures - define internal processes for approving and creating credit notes to ensure that the entire team operates consistently
Use filters in the ticket history - for quickly viewing all credit notes associated with a ticket
Inform the customer about the creation of the credit note - inform the customer about the credit note issuance and the expected refund timeframe
Frequently Asked Questions
Can I create multiple credit notes for one ticket?
Yes, you can create multiple credit notes for one ticket in Retino. The system will notify you that a credit note already exists, but will still allow you to create another. However, it is important to ensure that individual credit notes do not relate to the same items, which could lead to duplicate refunds.
What happens if I create a credit note and then change the ticket status?
Created credit notes remain valid regardless of subsequent ticket status changes. If you need to cancel a credit note, you must do so manually in the relevant accounting system (Shoptet, Dativery, or other).
Can I edit an already created credit note?
You cannot directly edit an already created credit note in Retino. If you need to make changes, you have two options:
Create a new credit note with the updated values
Edit the credit note directly in the accounting system (Shoptet, Dativery, or other)
How do I set up a webhook endpoint for Retino credit notes?
When configuring the Retino Credit Note Client in the system settings, you must enter the URL of the webhook endpoint. This endpoint must be prepared to receive data in JSON format and process events of type 'retino_credit_note.created'. For more information, refer to the API and webhook documentation.