Consumers in the EU may withdraw from many online purchases within the withdrawal period. Your workspace gives them an online form for that, confirms each declaration by email and collects all of them in one list, so your team can review and process them.
The withdrawal form
The form lives at /widerruf on your domain. The checkout and the product
pages link to it in their footer as Right of withdrawal. The checkout
also links your Withdrawal policy if you have set one up.
Members who are signed in choose under Which contract do you want to withdraw? from their active subscriptions and their paid or refunded orders. Their name and email are filled in already. If the contract is not in the list, they pick Another contract (not listed).
Everyone else describes the contract under Contract reference (order or contract number), for example with the order number or the product name. Everyone enters Your name and Your email address and can add a Message (optional), then clicks Confirm withdrawal.
The buyer then sees a reference such as WDR-1A2B3C4D, which identifies the
declaration in your list.
What happens next
Two emails go out right away:
- The buyer receives Confirmation of receipt of your withdrawal with the time of receipt, the reference, the contract and their message. It confirms receipt only, and says that the withdrawal is reviewed separately.
- Your workspace receives New withdrawal received with the same details. It goes to the email address of the workspace owner.
A withdrawal does not refund, cancel or revoke anything by itself. Whether it was made in time and what follows is up to you.
The withdrawal list
Go to Payments > Sales > Refunds and switch the list from Refunds to Withdrawals. Each declaration shows its Reference, the Customer, the Contract, when it was Received and its Status. Search by name, email or contract, and filter by status once there are entries.
Viewing the list needs View Payments. Changing a withdrawal needs Update Orders / Customers.
Processing a withdrawal
Click View on a withdrawal. Next to the details you find:
- Status: Received for new declarations, Processed once you have handled it and Rejected if it does not apply, for example because the period has passed.
- Internal note: for your team only, for example what you refunded and when.
Click Save. The status records your decision and changes nothing in billing, and the buyer is not notified. Issue the refund under Issue refund or cancel the subscription yourself, then tell the buyer.
Your withdrawal policy
The text of your withdrawal policy, with the withdrawal period and the model form, belongs under Settings > Legal > Withdrawal policy. Choose URL to link a page of your own or Content to write it in the workspace. See Legal pages and the cookie banner.