This article describes how to configure different shipping types for individual ticket types in Retino. By properly configuring this, you can, for example, ensure that the store pays for shipping for warranty claims, while customers pay for returns.
Why configure different shipping types for different tickets
Shipping needs vary depending on the ticket type you are handling:
For warranty claims, you might want to have the store pay for shipping to simplify the claim process for customers
For returns, it might be more appropriate for customers to pay for shipping, especially if the returned item is undamaged
For exchanges, you might want to combine both approaches
Retino allows you to flexibly adjust this configuration according to your needs.
Necessary steps for configuration
To properly configure different shipping types based on ticket type, follow these steps:
Activate customer-paid shipping
Activate store-paid shipping
Adjust portal settings for individual ticket types
Step 1: Activating customer-paid shipping
First, configure customer-paid shipping.
Click the button to activate customer-paid shipping
Fill in the delivery addresses for each country where shipments should be delivered
Save the settings
Tip: Set delivery addresses to your returns department or warehouse address for each country you operate in.
Step 2: Activating store-paid shipping
Next, activate store-paid shipping, where you, as the store owner, cover the shipping costs.
Activate store-paid shipping by clicking the corresponding button
Review available routes and their prices
After activating both shipping types, they will be available by default for all ticket types. The next step is to configure which shipping types should be displayed for specific ticket types.
Step 3: Configuring shipping types per ticket in the portal
In this section, we configure which shipping types will be available for individual ticket types in the customer portal.
Go to Settings > Portal
In the Ticket types section, you will find a list of all ticket types (Warranty claims, Returns, Exchanges, etc.)
Click on a specific ticket type to expand its settings
Settings for Returns
Select the Return ticket type
In the Shipping section, remove all store-paid shipping options
Keep only customer-paid shipping options active
Save the settings
Settings for Warranty Claims
Select the Warranty claim ticket type
In the Shipping section, deactivate all customer-paid shipping options
Keep only store-paid shipping options active
Save the settings
Important: After making these configurations, we recommend checking the functionality by creating test tickets of both types. Review the form from the customer's perspective and verify that the correct shipping options are displayed.
Advanced settings
Besides basic ticket-type shipping configurations, you can also use the following advanced features:
Shipping approval automation
To streamline the process, you can configure automatic approval of shipping requests:
Go to Settings > Automation
Create a new trigger, for example, for "Ticket created by customer"
Add the action "Order requested shipping"
(optional) Add a condition for the shipping type
Summary
Properly configuring shipping based on ticket type allows you to:
Effectively manage shipping costs
Improve the customer experience for warranty claims
Reduce costs for returns
Establish consistent processes for different ticket types
This approach gives you the flexibility to tailor your shipping strategy precisely to your needs and business policy.