Retino: We offer the most advanced return logistics solution for online stores

A clear and reliable online return form, which can be easily implemented by online store administrators directly on their own websites. A solution that saves time and money, relieves merchants of the hassle of reverse logistics and simplifies online shopping for customers. These are the main specifics of the service offered by Retino.

How does Retino differ from competing solutions, how does collaboration with Retino work in practice, and what determines the final price of the service? All this can be found in an interview with Marek Duda, Sales and Marketing Director at Retino.

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How long has Retino been on the market and what was the main idea behind its creation?

Retino was established in 2017 with the aim of simplifying and streamlining the returns and claims process for both retailers and customers. In doing so, we help businesses reduce the costs associated with reverse logistics and returns, while improving the overall online shopping experience for their customers through a quick and convenient way to return unsatisfactory goods.

What all does Retino help / facilitate for its clients?

Customers can quickly and easily return goods that do not meet their expectations via our online form, and retailers can then manage these returns and complaints easily and efficiently. In addition to recording returns, the process also includes the ability to order return shipping or use a wide range of automations that save merchants’ time. Retino thus provides its clients with all the administrative and executive operations that are associated with reverse logistics processes.

How is Retino different from competing solutions, or is there any such a solution in the Czech Republic?

There are several smaller solutions, but Retino is the most advanced in terms of features and integrations to popular e-commerce platforms and other tools. Ironically, our biggest competition is a piece of paper or an Excel spreadsheet, where many merchants still keep track of their returns.

From the customers’ point of view, how is Retino progressive compared to the classic return process?

The customer does not have to think about anything, which is certainly not the case with a normal return. We will guide them through the whole process, order return shipping and ideally just take the goods to the nearest drop-off point. He doesn’t have to worry about where to send the goods, he doesn’t need to print anything out, and he avoids complicated explanations and arrangements over email or phone.

How many online stores are currently using Retino services?

More than 2,000 online stores have experience with our solution, from the smallest to the biggest brands. It is also used by retailers who do not primarily operate in the online environment.

What does the ideal client profile look like?

The ideal client is a medium to large online store operating in a segment with a higher return rate. For example, it can be fashion or footwear.

Are there certain parameters that a trader must meet? For example, the quantity of goods to be shipped…?

No, we do not have any parameters, any trader can use our services.

Why is it advantageous for an online store to hand over its return logistics to Retino? Why is quality reverse logistics increasingly important?

Primarily because our solution saves merchants time and money. We minimize any risks and give merchants the space to focus on growing their business. Quality reverse logistics fundamentally affects customer satisfaction and is often a key decision factor when choosing an online store.

How does the collaboration with Retino work?

The client simply fill a registration for free on our website. Within a few minutes, they can then have our portal – an interactive form for dealing with returns and complaints – embedded in their online store interface.

What online store solutions and applications are you connected to? Which carriers does Retino work with?

All integrations, including carriers, are published and continuously updated on our website in the integration section.

What is the price of the service based on?

The price of the service depends on the number of cases, i.e. the number of returns. In general, the price of the service decreases with a higher number of cases.

How long does the onboarding process take?

The length of the onboarding process depends a lot on the current status, but the actual setup of the service and its commissioning can be very fast. Moreover, we are ready to offer a helping hand at any time.

In how many countries does Retino currently handle return shipping?

That’s 25 countries in total.

What results does using Retino bring to clients?

Above all, it is a significant saving of time, money and unnecessary stress. For more information and real client experiences, traders can take a look at our case studies.

“Hassle-Free Complaint” certificate – what does an online store have to do to get it?

The Hassle-Free Complaints certificate is awarded to online stores that have a customer rating of more than 90 % for the last 3 months in handling returns or complaints.

What is the current status with the development of the integration to Skladon? What will be its advantages?

Clients who previously used Retino and Skladon separately can now easily combine data from both services. Therefore, when a returned item is received in the warehouse, the case status in Retino is also updated immediately. The integration again represents a significant time saving and minimises potential errors.

What are the most important findings from the Logistics Test you’ve executed together with Skladon at 200 online stores this year?

There are a number of findings, but the big surprise was how huge gaps in communication some online stores have. Even among the big players, then, there are significant differences in the quality of service and return processes, which are still in many cases unnecessarily complicated and can thus disrupt or reduce the quality of the customer experience.

Is Retino planning any new features for its clients in the future?

Yes, we have a number of new steps planned for this year. So it’s definitely worth keeping an eye on our website and social accounts, where we inform you about everything in advance.

How to ideally contact Retino if an online store is interested in the service?

If you would like to consult with one of our consultants, just fill out the short form directly on our website. We will be happy to answer any questions.