The Problem Shipments section helps you proactively address potential delivery issues. Thanks to the clear categorization, you can identify shipments requiring your attention in time and thus prevent customer dissatisfaction.
Problem Shipments Overview
Tab | Purpose | Recommended Procedure |
Returning Soon | Shipments approaching the end of their storage time at the drop-off point or in a box | Contact the customer, remind them to pick up the package, and optionally offer an extension of the storage period |
Delivery Issue | Shipments with complications during delivery (incorrect address, customer not found) | Verify the address, contact the customer to clarify delivery instructions |
Carrier Issues | System problems on the carrier's side (delays, outages) | Monitor updates from the carrier, inform customers about potential delays |
Open | All active problems requiring resolution | Regularly check and resolve according to priority |
Archive | History of resolved problem shipments | Use for analyzing frequent problems and their solutions |
Configuring Issue Statuses
Under Settings → Issue statuses you can choose which shipping statuses should create entries in Problem Shipments. Changes apply to new shipping events only — existing problem shipments are unaffected.
Statuses are organized into three groups:
Exception – problems reported by the carrier (lost or damaged packages, incorrect address, refused delivery). All enabled by default.
Failed delivery attempt – delivery was attempted but did not succeed (parcel locker full, recipient not home, business closed). Disabled by default — enable the ones you want to handle in Problem Shipments.
Returned to sender – the package came back to you. Enabled by default.
A typical use case: enabling the Box full status. The system then alerts you to shipments the carrier could not deliver because the parcel locker was full, so you can reach out to the customer before the package is returned.
Working with Problem Shipments
To resolve issue shipments, you have tools at your disposal for both individual adjustments and quick bulk processing.
Individual Issue Resolution
Inside the details of each issue shipment, you can use the following steps:
Add Note – Describe the situation and log the steps taken for other team members.
Add Tags – Label the shipment with relevant tags for better categorization and tracking (e.g., "Customer contacted").
Save and Resolve – Record the final solution and close the issue in Retino.
Save – Save the entered note and tags while keeping the case open.
Edit Note – Add additional information to an existing note at any time.
Open Details – View the full history of the shipment for better context on the issue.
Bulk Issue Resolution
If you need to resolve multiple complications at once, you do not have to open each shipment individually. Simply check one or more boxes next to the shipments in the table. This activates the bottom action panel, allowing you to bulk:
Manage Tags (add or remove tags for selected shipments in bulk).
Manually change status of multiple shipments at once.
Edit Carrier (correct or change the assigned carrier for selected packages).
Force Sync (instantly update the current shipping status of selected packages directly from the carriers).
Export Data (download extended CSV data only for the manually selected packages).
For more information on working with tags, see the article Shipment Categorization and Filtering.
Filters and Search
For efficient work with problem shipments, you can use:
Search by tracking number or order number
Filter by shipping company
Filter by exception type
Filter by payment method
Filter by added tags
CSV Export
You can download the list of issue shipments as a CSV file using the Export button above the table. The export respects active filters and contains, along with issue details (type, date of occurrence, resolution status, note), key shipment data — tracking number, customer contact email, carrier, tags, cash on delivery, and tracking links.
You can now also export only selected issue shipments and perform bulk edits. Once you check one or more boxes next to the shipments in the table, the bottom action panel appears, allowing you to:
Bulk Export: Download extended CSV data only for the manually selected packages.
Bulk Resolution: Manage tags, manually change status, edit carrier details, or force instant data synchronization for the entire selected group of issue shipments at once.
Export processing runs in the background, and we will send the finished CSV as an email attachment. It is useful for tasks like bulk tracking of uncollected shipments, reporting, or handing over lists to customer support.
Tips for Effective Problem Solving
Check the "Returning Soon" tab daily – a timely response can prevent the return of the shipment
Use notes to record communication with the customer and the steps taken
Use tags consistently for better overview and problem analysis
Combine tags with notes for comprehensive documentation of solutions
Automatic Actions
The system helps you identify problems in several ways:
Automatically detects shipments approaching the end of their storage period
Alerts you to shipments with long delivery times
Identifies repeated unsuccessful delivery attempts
Automatically adds relevant tags based on the shipment status
"Add shipping issue" action
Beyond status-derived problems, you can create custom issues in automations using the Add shipping issue action. When setting up the action you also define custom issue types (e.g., "Customer complaint", "Refund request", "Lost by carrier") — a link to manage the types sits below the type dropdown in the action dialog. Once created, the types remain available for further automations and also appear in the Problem Shipments filter alongside built-in exceptions.
The Skip if there is an unresolved issue option prevents duplicate issues — as long as the previous issue on the shipment is unresolved, the action does not create a new one. Useful for recurring automations.
Use Case: Tracking Problem Shipments
When dealing with a problem shipment:
Add relevant tags (e.g., "Customer contacted")
Write a note about the steps taken
Mark the case as resolved after resolution
Use tags to track similar cases in the future
For Customer Support
The Problem Shipments section is a key tool for proactive customer care. Timely identification and resolution of problems significantly increases customer satisfaction and reduces the number of complaints and issues. Combining notes and tags helps you keep track of all steps taken and their results.