Every member of your team has exactly one role. The role decides which parts of Retino they see and what they can do there — from working on tickets through refunds to billing. Every account starts with two ready-made roles, and with Retino Advanced you can build your own roles that match how the work is actually divided.
Default roles
Manager has every right — sees and configures everything.
Agent covers the day to day, settings included: works on tickets and writes to customers, issues refunds, creates shipments, works with tracking, sees orders, customer profiles and statistics, exports data, runs Flows and manages connections, webhooks, Marketplace add-ons, API and MCP. What it does not cover is what changes the whole account: billing and plan, team management, company settings, deleting tickets, and configuring Flows.
Default roles cannot be edited or deleted. When their split is not enough, create your own role.
Note: Each account also has exactly one owner. The owner always has every right regardless of their role, and is the only one who can transfer ownership or close the account. Transferring ownership is described in Team.
Which rights exist
Rights are grouped by the part of the application they open:
Group | Rights |
Tickets | See tickets · Work on tickets · Write to the customer · Delete tickets · Ticket settings |
Refunds and credit notes | See refunds and credit notes · Issue refunds and credit notes · Refund settings |
Shipments | See shipments · Create shipments and labels · Shipping settings |
Data | Orders and products · Customer profiles · Statistics · Export |
Flows | Run and approve Flows · Configure Flows |
Integrations | Manage connections and webhooks · Marketplace add-ons · API access · MCP access |
Team | Manage members and roles |
Company | See billing · Change billing and plan · Company settings |
Tracking | See tracking · Work with tracked shipments · Tracking settings |
Some rights build on others: whoever works on tickets also has to see them. The role editor ticks those dependencies for you, so a right is never left without what it needs to function.
Custom roles
Info: Creating custom roles is part of the Retino Advanced plan.
Create a role
Go to Settings → Team, to the Roles section.
Click Create role.
Enter the role name. You can translate the name into other languages — each member then sees the role in their own language.
Tick the rights the role should give. You can also start from a template (Warehouse / pickup point, Accountant, Analyst) and adjust it.
Save with Create role.
Assign the role to a member in the team list, or pick it directly in the invitation for a new member.
What a role does and does not do
A template is only a starting point — what comes out is an ordinary role you can edit at any time.
You can only hand out rights you hold yourself. That applies to editing roles, changing a member's role and to invitations. Nobody can give themselves more than they already have — including by editing their own role.
A role change takes effect immediately; the member does not have to sign in again.
Editing and deleting roles
You can rename a role or change its rights at any time — the change applies right away to everyone who holds it. A role that is in use cannot simply be deleted: Retino asks you to pick a replacement role, moves all members and pending invitations to it, and only then deletes the original.
Note: When the Retino Advanced plan ends, your custom roles keep working unchanged. You can no longer edit them, create new ones, or assign them to further members.
Three common cases
The templates in the editor cover what most shops need. Each one produces an ordinary role you can keep editing afterwards.
Pickup point or physical shop
The shop takes returned goods in and sends shipments out, but should not handle money or talk to customers.
Create a role from the Warehouse / pickup point template.
The role gets Work on tickets, Create shipments and labels and Orders and products. The editor adds See tickets and See shipments on its own, because the first two do not work without them.
Assign the role to the people working in the shop.
The role deliberately has no Write to the customer and no refund rights. If the shop should also keep the customer informed, add Write to the customer.
External accountant
The accountant issues refunds and credit notes and needs the numbers, but should not change anything on the tickets.
Create a role from the Accountant template.
The role gets Issue refunds and credit notes, See billing and Export, plus See refunds and credit notes and See tickets automatically — there would be nothing to export without access to tickets.
Invite the accountant by email and pick this role in the invitation.
The accountant can read tickets but changes nothing on them. To let them manage the plan as well, add Change billing and plan.
Analyst or consultant
Someone outside the team reads the numbers and touches nothing else.
Create a role from the Analyst template.
The role gets See tickets, Statistics and Export.
Nothing in this role changes anything. When the engagement ends, remove the person's access and keep the role for next time.
What a role affects
The application: a member only sees the menu and settings sections they have a right to. When they open a page they have no right to, Retino tells them which right is missing and who on the team can grant it.
API and integrations: a member's API key carries their rights. Narrow someone's role and you narrow the integrations running on their key. Both the default Agent and Manager have the API access right.
For developers: the API reports a stable identifier (slug) for a role, which does not change when the role is renamed.