Withdrawal from an order (cancellation button)

Under EU rules, withdrawing from an online purchase must be as easy as buying. A signed-in customer sees a withdrawal link next to the order in My Account › My Orders, and a Withdraw Order button on the order page. Before sending, they see an order summary and the withdrawal deadline. A customer without an account finds the order with the order number and email address on the /withdrawal/guest/search page.

After sending, the customer gets a confirmation by email, you get a notification, and a comment is added to the order.

1. Settings

Stores › Configuration › Sales › Withdrawal Settings

In the General Settings section, set Enable Module to Yes.
Under Notification Email, enter the address requests should go to. An empty field means the shop's general address.
Withdrawal Period (Days) is 14 by default. It counts from the dispatch of the last shipment. Until the order is shipped, withdrawal is always possible.
Allow Partial Withdrawal set to Yes lets the customer withdraw from selected products only.
Under Allowed Order Statuses, choose the statuses for which withdrawal is possible. As a rule, do not choose cancelled orders.
In the Email Settings section, choose the sender and the two templates if you like. The last section, REST API, is for connecting to other systems; if you need it, we set it up for you.
Click Save Config.

Add the /withdrawal/guest/search link to the shop footer, for example next to the terms and conditions, so customers without an account can find it too.

2. Handling a request

Sales › Withdrawals

New requests have the status Pending. The Type column shows whether it is a withdrawal from the whole order (Full) or a partial withdrawal (Partial).
Click View Details in the row. You see the customer's details and the list of products they are withdrawing from.
Confirm the request with the Confirm button or reject it with the Reject button. The decision is added to the order comments.

To handle several requests at once, select them in the list and under Actions choose Confirm Withdrawals or Reject Withdrawals.

Confirming does not refund the money, does not cancel the order and does not send the customer an email. When you receive the goods, create a credit memo in the order and let the customer know yourself.

Common problems

The customer cannot see the withdrawal button

The deadline has passed or the order status is not among the allowed ones. In that case the customer sees the text Withdrawal period expired.

The customer withdrew twice

With partial withdrawal, a customer can send several requests for different products. They cannot choose products that have already been withdrawn again.

I do not get notified about new requests

Check the address under Notification Email and your spam folder. Requests are always in the Withdrawals list too.

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Withdrawal from an order (cancellation button)

1. Settings

2. Handling a request

Common problems

Related

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