Order withdrawal requests are automatically enabled for all products in your store and remain available for 14 days after an order status changes to Delivered. You can manage settings for individual products as needed.

When a customer submits a withdrawal request for an order, you'll be notified in your eCom admin and by email. Submitting a withdrawal request does not automatically cancel the order or guarantee customers a refund, all requests must be reviewed and actioned on accordingly.

Customers can request a withdrawal through:

• Their customer account, for logged in customers.
• Confirmation email, for logged in customers or guests.
• My Account page > Request withdrawal link, for guests.

If a customer requests a full or partial order withdrawal after ordering from your online store, the request details will be listed on your eCom (E-Series) admin dashboard. You can also filter orders with withdrawal requests on the My Sales > Orders page.

Understanding the withdrawal request process for customers

To withdraw all or part of their eCom (E-Series) order, a customer can:

1. Navigate to the online store and click My Account in the site footer.

2. Log in to their customer account > locate the order > click Withdraw order. 

   

   If they don't have an account or can't log in, they can click Request withdrawal on the My Account page > specify the order number and email address used for the order > click Find Order to get an email with the withdrawal link.

   Customers can also click Withdraw order from their purchase confirmation email. If you're using a custom Order Confirmation HTML template, you may need to add the order withdrawal request block to your customized emails.

The customer will also receive a confirmation email with the details of their withdrawal request.

Enabling or disabling order withdrawals

If you sell to customers in the EU and EEA (excluding the UK and Switzerland), you are required to follow right to withdraw rules and regulations.

1. In your eCom admin, navigate to Settings > Cart & Checkout.
2. Scroll down to the Order withdrawal request section and toggle the option on or off.
3. Click Save.

Turning off order withdrawal requests for a product

If you determine a product isn't eligible for withdrawal according to applicable rules and regulations, you can turn off the order withdrawal option for individual products in your online store:

1. In your eCom admin, navigate to Catalog > Products.
2. Click the product you want to edit.
3. Toggle off Eligible for withdrawal.
4. Click Save.

Extending the withdrawal deadline for a product

If you would like to offer your customers a longer withdrawal period on certain products:

1. In your eCom admin, navigate to Catalog > Products.
2. Click the product you want to edit.
3. On the right, click Manage withdrawal settings.
4. In the Withdrawal period field, specify the number of days (minimum 14 days).
5. Click Save.

Managing order withdrawals

When a customer submits a withdrawal request for an order, you'll be notified in your eCom admin and by email. 

Submitting a withdrawal request does not automatically cancel the order or guarantee customers a refund, all requests must be reviewed and actioned on accordingly.

To view and action on order withdrawal requests:

1. In your eCom admin, navigate to My Sales > Orders.
2. In the top-left corner, use the filters to locate orders with withdrawal requests.
3. Review and action on the request as needed (contact the customer, arrange shipping, issue a refund in accordance with your return policy and applicable rules and regulations, etc).