Retino Returns is the most widely used tool in Czech e-commerce world for automating returns, warranty claims, and post-purchase care. It is used by more than 2,000 online stores and processes over a million cases per year.

The service brings together a customer portal (form) on your website, case management, refunds, credit notes, and reverse logistics into a single workflow that can be largely automated.

This guide takes you through the basic setup of Returns in a few steps. All links point directly to the relevant articles in the documentation, where you'll find detailed information for each step or topic.

Start with the basic Retino account setup for your store. Among other things, you'll configure:

In the team section, add your colleagues or external partners and assign them the role of agent or administrator. Adding users is free and there is no limit on the number of users.

In your user settings, you can set up your personal signature for messages sent through Retino, as well as configure various notifications and alerts specific to each user.

The next step in implementing Retino Returns is integrating your orders. This ensures that both customers and agents can look up orders and create cases without having to enter data manually or import it by hand.

Retino supports several integration methods:

Here you'll find the full list of supported platforms and integrations along with detailed setup instructions. If your platform isn't on the list, Retino can be integrated via an XML feed (or a product XML feed) or via API.

Within a single account, you can have an unlimited number of order sources and combinations thereof.

Once connected, your orders will start syncing automatically from your system into Retino, and customers will be able to search for their orders along with all relevant details.

In this step, you'll set up your own workflow — that is, how you'll handle cases. Retino defines workflows using three components, arranged hierarchically in this order:

Each case type can have its own set of steps, and each step can have its own set of statuses.

In practice, this lets you tailor the workflow precisely to how your team operates internally. A warranty claim, for instance, typically follows a different process than a return (it may include an additional fault assessment step), and an exchange has its own logic. As a result, agents always see only the relevant statuses for the current phase of a case. You can also tie automations to individual statuses and steps — for example, automatically send a customer email when a case moves to a selected status — and filter the case list by status, which makes daily prioritization and task delegation easier.

The case list is the main overview of all your cases. It lets you:

If needed, you can set up custom views that you use frequently and save them for quick access — for example, to see all open cases at a glance.

In the case detail, agents handle individual customer requests. You'll find:

You can also create custom fields for any additional information you need when working with cases.

Tags are a powerful tool for keeping cases organized and actionable.

They provide a flexible way to categorize cases beyond standard statuses. Tags let you visually distinguish different types of cases, filter them quickly, and build custom automations around them — adding or removing tags based on events and conditions, or triggering further actions based on their presence.

For example, when a case is created for a high-value order, you could automatically apply a "VIP claim" tag and assign a dedicated agent.

The customer portal is the place on your website where customers submit new cases.

For each case type, you can configure the appearance at the top of the portal page, as well as the maximum order age for which a case of that type can be opened.

In the portal settings, you configure the entire flow the customer goes through when submitting a case. The settings are divided into sections corresponding to the individual steps of the form:

All texts in the portal can be edited in all your languages, and you can also change the appearance (colors, font, corner rounding) to match the look of your website.

The customer portal is embedded on your page as a JavaScript widget. This way, customers don't need to leave your website when submitting a case.

Alternatively, you can use a direct link that redirects customers to the portal.

If you use the Shoptet platform, you'll find a detailed guide for portal integration there.

Retino Returns offers four types of return shipping:

For each shipping type, you can add various shipping options in its detail — useful when you need to offer a specific shipping type for both returns and claims at the same time. For each option, you can customize the email with instructions sent to customers after shipping is ordered, and you can write custom text visible to customers in the portal — including more detail about that particular shipping option.

For each shipping option, set up specific routes (from which country to which), their price for the customer, the delivery address, and optionally weight restrictions. Different prices and portal text can be configured per option and route.

Finally, in the portal settings, assign shipping options to individual case types.

Carriers and shipping options can be freely combined within given case type.

Shipping can be ordered manually in bulk or from the Shipping tab in the case detail. Sender, recipient, and package details are pre-filled automatically from the case data.

Based on how the shipment is handed over to the carrier, shipping is divided into:

In the Shipping List, you'll find an overview of all ordered shipments, including pending approval requests and real-time shipment statuses. You can also monitor any issues arising during return transit.

If you don't want customers to wait for an agent to manually approve their shipping request, you can set up automatic shipping approval.

We generally recommend having both customer-paid and e-shop-paid shipping active. As mentioned above, different shipping types and options can be combined across case types to best fit your needs. We also recommend setting up automations — for example, to automatically order shipping when a case status changes, change the case status when a return shipment status changes, add tags, and more.

Activities are used for planning and organizing case processing across your team. They help you plan work, track deadlines, and maintain an overview of your cases.

They consist of individual tasks that you create in the case detail and configure based on parameters such as assigned agent, due date, and more.

You'll get the most out of them by having automations create activities for you.

Refunds appear as a dedicated section in the case detail. There are several ways to refund your customers:

Keep in mind that submitting a refund request doesn't immediately trigger the refund — you need to process it together with other pending requests.

In the Credit Notes tab in the case detail, you can create credit notes without ever leaving the Retino Returns application.

Credit note creation can be integrated with Shoptet and Dativery. If you use a custom integration, you can create a native Retino credit note and send it to your external system via webhook.

Now that you have everything set up to handle your cases, it's time to explore the vast range of automation options that can take a lot of work off your plate.

Automations let you significantly reduce manual effort in managing claims and returns. They work on a simple principle: you define a trigger event, optional conditions under which it should fire, and the action to perform. For each automation, you can also set a delay before it triggers after its conditions are met.

Automations can be tied to a wide range of events — for example, when a customer or agent creates a case, when the case status or shipment status changes, when a customer sends a new message, when a case receives a tag, or when an activity deadline expires.

An automation can send a customer a templated email, assign a case to an agent, add or remove a tag, order shipping, generate a document, set a deadline, close or reopen a case, or fill in a custom field.

Conditions can be freely combined — for example, restricting an automation to a specific case type (claim, return), a customer's country, a shipping status, or the age of the order. Conditions can be chained with "all must apply" (AND) or "at least one must apply" (OR) logic.

Retino includes several automations ready to use out of the box — for example, automatically setting a deadline based on case type, or sending a review request after a case is closed. These can be customized or used as inspiration.

Here you'll find several practical examples where automations can make a real difference in your daily workflow.

Before making Retino Returns available to your customers, we recommend thoroughly testing the entire process. The goal is to verify technical functionality, confirm that the workflow matches your internal processes, and ensure the customer experience is smooth.

Start by simulating a real scenario. Create a test case through the customer portal and verify that it appears correctly in the admin panel, including the order and product data. Then go through the process as an agent — change statuses, test communication, and confirm that automations and email notifications fire as expected.

If you operate in multiple countries, also test the language versions of the portal and templates.

Thorough testing ensures a smooth launch and a professional customer experience from day one.

Retino Returns can be fully integrated with your other systems via the API and webhooks. This is especially useful when you need to automatically push data from Retino into your own system (ERP, accounting, warehouse, BI), or conversely, control cases in Retino from your system.

The Tickets API is a REST API communicating via JSON. Authentication is handled via a token found in your API settings. Using the Tickets API, you can programmatically access data on cases, products, shipping, and associated orders — for example, to automatically pull cases into your ERP, sync statuses with an internal system, or export data in bulk for analytics.

If your e-commerce platform is not among the supported integrations and you don't want to use an XML feed, you can sync orders directly into Retino via the Orders API.

Webhooks let you receive real-time notifications from Retino. Instead of polling the API repeatedly, Retino sends an HTTP POST request in JSON format to a URL you specify, whenever a selected event occurs (case created, status changed, shipping ordered, etc.).

In practice, webhooks can be used to automatically update a claim's status in your internal system, trigger a refund process in your accounting software when a case is closed, or send Slack notifications when a high-value case is created.

Each webhook is secured with an X-Retino-Secret header. In addition to case webhooks, there are also separate credit note webhooks and shipping order webhooks.

Retino Returns can be extended with a range of apps and services:

The complete list of all integrations and extensions can be found on the Integrations page and in the Marketplace section of the documentation.

Retino Returns is designed to adapt to your processes — not the other way around. With custom case types, statuses, automations, and extensibility via API and webhooks, you can configure the system exactly to match how your team works internally and how you want to communicate with customers.

Whether you run a small e-shop handling dozens of returns a month or a large store processing thousands of cases across multiple countries and languages, Returns will help you automate, streamline, and speed up the entire process — from the moment a customer submits a case, through return shipping and communication, all the way to the refund and closure.

If anything is unclear, you need advice on the setup, or you're stuck on a specific step, don't hesitate to reach out to our support team at [email protected] or via the in-app chat. We're happy to help.