Retino allows using the "Custom carrier" type for situations where you want to use a carrier that is not directly integrated into the system, or when you have your own shipping method that you want to offer to customers as part of the return process.
Important: Custom carriers do not provide automatic shipping orders, label generation, or shipment tracking. This is only a record-keeping tool.
Supported Shipping Directions
From → To: All countries → All countries
Custom carriers have no restrictions on source and destination countries. You can use it for any combination of countries supported by the system.
When to Use a Custom Carrier
A custom carrier is suitable for the following situations:
You are using a carrier that is not directly integrated into Retino
You have your own company shipping, which you want to offer to customers
You allow customers to deliver returned goods to your branch
You want to have all shipping methods recorded in the system, including those that are not automated
Specific Advantages and Limitations of Custom Carriers
Advantages
Flexibility in setting up your own shipping method
Ability to define your own shipping name and description
Display in the customer portal among other shipping options
Supports all countries without limitations
Has no limits on package dimensions and weight
No need to have a contract with a specific carrier integrated into Retino
Limitations
Does not support automatic shipping orders
Does not generate shipping labels
Does not provide shipment tracking
Does not have integration with maps for selecting branches
Does not allow selection of pickup time
Specific Setup Steps
In the Settings > Shipping section, add a new contract and select Custom carrier
Fill in the shipping name and description (this will be displayed to customers in the portal)
Unlike other carriers, no API credentials are required for custom carriers.
Specifics in the Customer Portal
When a customer creates a ticket in the customer portal and goes to the shipping selection section, the custom carrier will be displayed among other shipping options. The customer will see the name and description of the shipping you defined.
After selecting a custom carrier, the customer will not receive any shipping labels or further instructions beyond those you defined in the shipping description. Therefore, it is important to clearly state in the description how the customer should ship the goods.
Examples of Using a Custom Carrier
Example 1: Delivery to the e-shop Branch
If you want to allow customers to deliver returned goods directly to your branch, you can create a custom carrier with the name "Delivery to the branch" and include the addresses of your branches and their opening hours in the description.
Example 2: Your Company's Internal Shipping
If you have your own company vehicles for picking up returns from customers, you can create a custom carrier with the name "Company Shipping" and include information on how to order pickup and the areas where this service is provided.
Specifics of Management in the Administration
Shipments ordered through a custom carrier are displayed in the shipping list just like shipments ordered through integrated carriers. The status of these shipments must be updated manually in the Retino administration using the following buttons:
Mark as delivered - to mark the shipment as successfully delivered
Mark as undelivered - to mark the shipment that was not successfully delivered
Cancel - to cancel the shipment
Specific Tips for Effective Use
Clear Instructions for Customers
Since custom carriers do not provide automatic instructions, labels, or tracking, it is important to clearly state in the shipping description:
Where the customer should deliver the goods
How the customer should package the goods
What information the customer should include on the package (e.g., ticket number)
Combination with Integrated Carriers
You can offer a custom carrier alongside integrated carriers. This allows you to cover all your customer needs - some may prefer an automated courier solution, others may want to deliver goods in person to your branch.
For information on general shipping settings and common features, visit the Shipping in Retino article.