Under EU Directive 2023/2673, effective June 19, 2026, any business worldwide selling goods, services, or digital products online to EU consumers must provide customers with an easy way to withdraw from purchase. This means you might be required to display a prominent “withdrawal button" in your online store so that customers can submit a request to cancel orders or reverse their purchases.
You can enable order withdrawal requests in your store and customize the period customers are allowed to back out of a purchase for individual products. For products that are not eligible for withdrawal, you can turn the withdrawal option off.
The requirement to display order withdrawal buttons depends on the type of products you sell. Some items may be legally exempt. Consult with a legal professional if you’re not sure you need to provide customers with an easy option to withdraw from an order in your online store.
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.
After you enable order withdrawal requests in your store, customers will be able to fill out and submit withdrawal requests for their orders by clicking a dedicated order withdrawal button or link.
To enable order withdrawal requests:
-
Click Settings.
-
On the General Settings page, click the Cart & Checkout tab.
-
Scroll down to the Order withdrawal request section and enable the toggle.
By default, this enables order withdrawal for all products in your store and remains available for 14 days after an order has a Delivered status in your store admin area. If necessary, you can extend the order withdrawal period, or disable order withdrawal for specific products that are exempt.
-
Click Save.
You can turn off the order withdrawal option for individual products in your online store if these products are exempt by law.
To turn off order withdrawal for a specific product:
-
Click Catalog, then select Products.
-
Click Edit Product to open the desired product.
-
Disable the toggle next to Eligible for withdrawal.
-
Click Save.
Now, the order withdrawal request option won’t appear for this product in your store. Information that this item is not available for withdrawal will be displayed on the product page in your storefront.
By default, the order withdrawal period is set to 14 days. You can extend this period for individual products as necessary.
To extend the order withdrawal period:
-
Click Catalog, then select Products .
-
Click Edit Product to open the desired product.
-
In the Withdrawal period text field, enter the desired number of days. Note that the number cannot be less than 14.
-
Click Save.
After a customer submits an order withdrawal request for a product purchased in your store, an order withdrawal request email is sent to the email address(es) you set to receive admin notifications.
To view orders with submitted withdrawal requests:
-
Click My Sales, then select Orders.
-
Use the filters to locate orders with withdrawal requests.
After you receive a withdrawal request, you can review it, contact the customer, arrange shipping if needed, and issue a refund in accordance with your return policy and applicable country legislation. After the return is processed, you can update the order status to Delivery canceled or Returned on the Orders page in your store admin.