Author: Barbora Zrůstová

Among the integrations with e-shop platforms, welcome to Shopware! This flexible, trend-setting e-shop solution expands our offer with integrations. Check out the details and if you use Shopware, don’t hesitate to activate the link.

About Shopware

Shopware AG was founded in 2000 in the German city of Schöppingen by the brothers Stefan Hamann and Sebastian Hamann. It has a number of interesting milestones, but one of the more recent ones is a 100 million euro investment from PayPal and Carlyle in 2022. According to the annual report, Shopware powers a total of 12% of all e-shops in Germany.

Today, Shopware is one of the most advanced platforms used by some of the biggest brands, retailers and manufacturers including the likes of Philips, Jägermeister and Aston Martin. From its headquarters in Schöppingen, Germany, Shopware employs 350 people and relies on a global network of 1,200 business and technology partners. Retino is now joining the more than 4000 extensions that Shopware offers on its store!

Effective return and complaint handling for Shopware

Retino is now officially available on the Shopware store and the integration is no different from integrations with other platforms. The installation and connection itself is completely free, registration in Retin is a must. Once connected, orders are automatically synchronized and you have the opportunity to offer customers state-of-the-art self-service for handling returns and complaints.

• Retino extension for Shopware 5
• Retino extension for Shopware 6

Therefore, if you have an e-shop on the Shopware platform, there is nothing easier than activating the add-on and starting to solve back-end processes efficiently, automatically and with significant savings of time and money.

Need help?

In case of complications or any questions, do not hesitate to contact us. We’ll also be bringing you a step-by-step guide through installation and setup soon.

The e-commerce calendar fills up quickly after the summer holidays, and Retino cannot miss the most interesting events. Already on September 7, 2023, you can meet us at the community e‑commerce conference Shopcamp and the official Retino afterparty! On September 21, 2023, we are heading to Slovakia for the 5th edition of the Upterdam conference. Do not hesitate to visit us at any of these events. We are looking forward to meet you!

For the past few months, we have been working on improving the customer self-service for creating cases – the Retino Portal. The result is a redesigned, modernized version of the customer form, which brings a number of improvements:

Modern design with an emphasis on optimization for mobile devices

We modernized the design of the entire Portal with an emphasis on better UX and faster loading. The styles are now consistent across the entire Portal, and filling out on mobile is exceptionally comfortable. Likewise, we removed the full-screen view and made better use of every pixel.

Refund via discount code and easier return of money to the account

For users of the Shoptet platform, we have added the option to refund the customer with a discount code completely automatically. After creation, a message will appear in the details of the case, which you only need to confirm to generate the code. Users of other solutions can also use this refund method, they just have to generate the code themselves.

At the same time, it is now possible to process customers with a Czech account and IBAN in one step, it only depends on the currency of the case or order. There is also the option to add your own refund method.

Redesigned logic for easier form filling

I thought very carefully about the entire logic of filling out the form and came up with several modifications that minimize possible questions and inconsistencies. All steps follow one another logically and users do not fill in anything they don’t have to.

Better options for customizing the appearance of the form

We have expanded the options for setting the appearance so that you can better adapt the Portal to the design of your website. You now have the option to choose, for example, the rounding of corners.

Ability to place multiple Portals on one URL

Some users who have multiple accounts need to place multiple Portals on one URL. That too is now possible.

How to activate the new Portal?

You can activate the new version of Retino Portal right now, directly in the administration. Just click on the Activate new Portal button.

The new portal is currently available in the following languages: Czech 🇨🇿, Slovak 🇸🇰, English 🇬🇧, Polish 🇵🇱 and Hungarian 🇭🇺. We will add support for additional languages ​​on the automatic switchover date mentioned below.

If you have any feedback after activating the Portal, we will be happy if you write it to our customer support.

For all other users, we will activate the new version automatically on June 8, 2023. The change should be completely without complications, but we would still like to ask you to check the integration and all the settings.

Newly registered users have the new version automatically.

How does Grizly.cz work?

Grizly.cz sells healthy food. When selling food in large quantities, it may happen that the consignment is devalued during transport or the products are exchanged during picking. Food also spoils, and of course, when distributing thousands of tons of raw materials, sometimes the shipment doesn’t arrive safely. On the other hand, it is crucial to Grizly.cz that every problem is resolved to the customer’s satisfaction in the shortest possible time.

What was before Retino?

• The complaint came from the customer by email.
• Each complaint was marked with a number – we created a numbering system so that there was some sequence and traceability.
• We created a spreadsheet, printed out a paper record and wrote each complaint in the spreadsheet. This solution was sufficient when we were a smaller company with fewer orders. We filed each complaint in a binder and gradually referred back to it in communications. This was very impractical and unsustainable in the long term.
• As time went on, the work became more and more challenging. Complaints increased with the number of orders. The paper system with a spreadsheet was therefore becoming insufficient. We started to get lost in it and it was very cluttered. If the manager was on holiday, colleagues had to “dig” through the system and find their way around, which was another big problem.

The whole process was complicated, unnecessarily dependent on manual work, took place in several systems and was not customer-friendly.

Lucie Povýšilová, customer care Grizly.cz

Solution

Retino has helped us solve all of the problems described above, plus it has brought additional features we could only dream of before. We talk mainly about analytics, where we have perfect statistics for all important metrics and the ability to connect Retino via their API to other tools such as accounting, ERP, or PowerBI. So, we now have:

• Simple complaint system for customers
• We have all information clearly in one system
• More than one of us can work in the system
• We report the complaint number, a colleague looks it up and we can discuss and consult
• Problem, photo, statement, all in one place in the case detail
• We can now work from home
• Customer feedback is visible – we get ratings
• Templates for answers save us time when communicating

Impacts

• 75% time saved
• Significant speed up of claims handling
• Great customer reviews
• Excellent overview of the entire process
• A scalable solution that grows with us
• Development and support is 3rd party so we can focus on sales, which is our core business 🙂

Do you want help with reverse processes? We will be happy to show you how Retino can help your e-shop.