Retino

Retino is a returns, warranty and customer support platform that allows customers to submit return requests and support tickets through a self-service portal.

Key features for Retino include:

Customer portals for returns and warranty claims
Ticket-based customer communication
Return and claim tracking
Admin dashboards for managing requests and statuses

Retino integrates with ShopWired by embedding the Retino customer portal on a page of your website using JavaScript and HTML .

ShopWired can only provide support to you on the instructions provided in this help guide, for assistance with your Retino account contact Retino support directly.

Account creation

To begin using Retino with ShopWired, create an account on the Retino website.

After creating your account, Retino will guide you through a configuration onboarding wizard, during this process, Retino provides the embed code required to install the customer portal on your website.

Installing the Retino portal on your ShopWired website

Retino provides a JavaScript embed code that displays a customer portal on a website page, similar to the example shown below:

<div id="retino-portal-e5de"
     data-company-id="YOUR_COMPANY_ID"
     data-language="en"
     data-base-url="https://app.retino.com"
     data-form-ids="">
</div>
<script type="text/javascript" id="retino-embedded-form-script">
(function(r,e,t,i,n,o){
  n=e.createElement(t);n.src=i;n.async=true;
  o=e.getElementsByTagName(t)[0];
  o.parentNode.insertBefore(n,o)
})(window,document,'script','https://cdn.retino.com/embeddedFormInjector.js');
</script>

The code shown above is provided as an example only. You must copy the exact code provided in your own account, as the code and any ID values will be unique to your website.

Add this code to your ShopWired website:

Navigate to Website > Themes
Select customise your theme for the theme you want to edit
Select add a new section
Select the custom HTML section type
Paste the Retino embed code into the Custom HTML setting
Select out of the section and use the theme editor to position the portal on the page
Select save changes

Use ShopWired’s landing pages feature to add the Retino portal to a dedicated returns or support page on your website.

If adding the portal to a website page, select the Tick here to enter additional custom HTML/JS/CSS setting option to paste the code.

Using the Retino portal

Once the Retino portal has been added to your website, customers can use it to submit returns, warranty claims and support tickets without contacting you directly.

When a customer submits a request through the portal:

A ticket is created in the Retino dashboard
The ticket is assigned a unique ticket code
The ticket status is set based on your Retino configuration

You can view and manage tickets by navigating to the tickets section in your Retino account, where tickets can be filtered by status, type, tags and assigned user.

Recommendations

Use a dedicated returns or support page

Install the Retino portal on a clearly labelled page such as “Returns”, “Returns & warranties” or “Support” so customers can easily locate it.

Test the portal after installation

After adding the embed code, open the page on your website and submit a test request to confirm the portal loads correctly and tickets are created in Retino.