Shop-paid shipping allows you to order return shipping using contracts Retino has with carriers. This provides favorable prices and simplifies management of all shipments without the need for your own carrier contracts.
How Shop-Paid Shipping Works
Shop-paid shipping is a method to leverage Retino's carrier contracts for handling returns, warranty claims, and exchanges. Here's how it works:
You order shipping using Retino's contracts with carriers
You, the shop, pay for the shipping (not the customer)
Shipping can be ordered either from the Retino administration or by the customer in the Portal
Retino will issue an invoice for the ordered shipments at the end of your monthly billing cycle
Benefit: Gain access to favorable shipping rates in 25 EU countries without needing to establish your own carrier contracts. Retino also provides support for resolving any shipping-related issues.
Advantages of Shop-Paid Shipping
Shipping prices starting from 59 CZK - favorable rates due to Retino's bulk contracts
No tolls or fuel surcharges - prices are final
Uniform price for standard packages - prices are the same for all shipments up to 30 kg
Coverage in 25 EU countries - shipping from 25 EU countries to Czech Republic and within Slovakia and Hungary
Customer support - assistance in resolving any shipping problems
Automatic connection - shipment status is visible directly in the ticket detail
Available Carriers
The following carriers and services are available for shop-paid shipping:
GLS International Return Service - for international returns
GLS Dropoff Czech Republic - for drop-off and delivery within Czech Republic
GLS Pickups Czech Republic - for pickups and deliveries within Czech Republic
GLS Pickups Hungary - for pickups and deliveries within Hungary
GLS Pickups Slovakia - for pickups and deliveries within Slovakia
PPL Parcelshop - domestic shipping using PPL Parcelshops in Czech Republic or Slovakia
DHL Return Connect (PPL Parcel Return Connect) - for returning goods from European countries
Pricing and Invoicing
Important information about pricing and invoicing:
Default pricing is set for average shipments up to 2 kg
For heavier or atypical shipments, we need to adjust the pricing individually
You will be notified in advance by email about any pricing changes
Invoicing is monthly, within your regular billing cycle
Only shipments in the "in transit" status are charged
Note: If you decide not to use the ordered shipping, contact Retino customer support to cancel the shipping and avoid charges.
Activating the Service
Activating shop-paid shipping is easy:
Click the Activate button
After activation, all available Retino shipping options for all your configured addresses will be added to your account. These shipping options will also be available in the customer portal.
Configuring Routes and Addresses
After activating the service, you can configure individual routes:
In the Retino Contracts tab, you will see a list of activated contracts
Click Edit Routes for the selected contract
For each route, you can configure:
Source and destination country
Delivery address
Restrictions (e.g., weight)
Save the settings
If you are only interested in using this service for certain routes, you can deactivate or delete unwanted routes.
Shop-Paid Shipping in the Customer Portal
This service can also be offered to your customers directly in the customer portal:
Customers can select this shipping option in the portal
Unlike customer-paid shipping, customers do not pay for the shipping here
You can configure shipping to be ordered automatically or only after agent approval
Automatic ordering can be configured using appropriate automation
Tip: If you do not want to offer this service to customers in the portal, you can remove it from the portal settings after activation.
Claims and Troubleshooting
In case of shipping problems:
Retino customer support will help you resolve carrier issues
If a carrier claim is accepted, Retino refunds immediately (no waiting for the carrier)
Contact [email protected] for shipping claims
Tips for Effective Use
Consider automating shipping orders based on specific ticket events or statuses
Combine shop-paid shipping with other shipping types based on customer needs
Take advantage of international shipping, especially if you have customers in various EU countries
Regularly check pricing and service usage in monthly reports
Summary
Shop-paid shipping on Retino contracts is an efficient and cost-effective solution for return logistics within the claims process. With broad EU coverage, uniform pricing, and comprehensive support, you gain a professional tool that simplifies the entire claims and returns process.
For any questions or requests for specific configurations, please contact Retino customer support.