To help merchants comply with the new EU withdrawal requirements and provide customers with a clear return policy, Native Store offers an optional Order Withdrawal Request feature.
Warning
Duda cannot provide legal advice. Requirements may vary depending on a merchant’s business, products or services, customer location, applicable withdrawal rights, and the implementation of EU requirements by individual Member States. Merchants are responsible for determining whether these requirements apply to them and for configuring their withdrawal process accordingly.
To learn more, see Right to Withdrawal.
How order withdrawal requests work
Once enabled, customers can submit a withdrawal request directly from the Thank You page after checkout, the order confirmation email, or from the customer’s account. This allows the customer to easily notify the merchant that they wish to withdraw from their purchase.
By default, customers can submit a withdrawal request up to 14 days after their purchase, however merchants can extend or shorten this period based on their business needs.
When a customer submits a withdrawal request:
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The order status is updated to Cancellation Requested.
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The customer receives an email confirming that their request has been received.
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The merchant receives an email notification with the order details and can review the request.
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The merchant can then cancel and refund the order as appropriate.
To enable order withdrawal requests:
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Click Payment.
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Expand the Business Settings section, then select Checkout.
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Under Store Policies, enable the toggle next to Order Withdrawal Requests.
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Configure the withdrawal request period. The default is 14 days, but you can modify it to suit your business needs.
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Click Save.
Once enabled, customers will see a Request Cancellation button on the Thank You page after checking out and in the order confirmation email for eligible products.
Note
Withdrawal rights vary depending on the products sold and the applicable laws in your region. Some products, such as personalized goods or certain digital products, may be exempt from withdrawal rights. Merchants are responsible for determining whether their products are eligible and should consult a legal professional if they are unsure.