Best Practices for Withdrawal Button Setup

✅ Offer withdrawal on all store views serving EU customers — it's not optional
✅ Make the withdrawal process as easy as placing an order (that's the core requirement of EU Directive 2023/2673)
✅ Keep the magic link enabled — a one-click path from the order email is the simplest way to comply
✅ Show the footer link — regulators expect withdrawal to be easily discoverable
✅ Send confirmation emails with a reference code and timestamp — you need proof of when the withdrawal was received
✅ Keep withdrawal records for your administration — they're part of your legal obligations

❌ Don't set the withdrawal period below 14 days (EU minimum)
❌ Don't exclude product types without a legal basis — the exceptions are specifically defined in EU law
❌ Don't make customers jump through extra hoops (requiring phone calls, postal mail, etc.) alongside the button
❌ Don't delay processing — the directive requires acknowledgment without undue delay

• Check the grid daily — Sales → Withdrawal Requests shows all pending withdrawals
• Use mass actions for batch processing when you have multiple straightforward cases
• Review before rejecting — rejecting a valid withdrawal can lead to disputes or regulatory complaints
• Monitor action_taken = none in Full Automatic mode — these are cases the module couldn't process automatically and need manual attention

Valid reasons to reject:

• The withdrawal period has expired (the module prevents this automatically, but edge cases exist)
• The product falls under a legal exemption and the customer acknowledged this at purchase
• The customer already received a full refund through another channel

Invalid reasons to reject:

• The product was on sale or discounted
• The customer opened the package (unless it's a sealed/hygiene product)
• You don't want to process the refund

Why it's wrong: Withdrawal (herroeping) is a legal right to cancel a distance purchase. It's not the same as a return/RMA process. The customer doesn't need a reason, and you can't impose conditions beyond what the law allows. Correct approach: Process the withdrawal as cancellation of the purchase agreement. Handle the physical return of goods separately.

Why it's wrong: Guest customers have the same withdrawal rights. If your checkout allows guest orders, those customers must be able to withdraw too. Correct approach: Keep the magic link and guest lookup page enabled. These are the two paths for non-logged-in customers.

Why it's wrong: Full Automatic handles the common cases, but falls back silently on edge cases (partially shipped orders, orders that can't be canceled or refunded). These end up with action_taken = none. Correct approach: Regularly filter the withdrawal grid on action_taken = none and process those manually.

Why it's wrong: Without a reliable delivery date, the module falls back to order date. This could mean the withdrawal period starts earlier than intended, giving customers less time. Correct approach: Use Shipment Date unless you have carrier integration that reliably tracks delivery. Order Date is the safest fallback.