PrestaShop withdrawal button: setup and EU compliance

If you run a PrestaShop store that sells to the EU, the PrestaShop withdrawal button is now something you need to plan for. The EU Withdrawal Button is a clear way for shoppers to use their right of withdrawal, which means cancelling an online order. PrestaShop is a popular open source platform, used a lot by sellers in Europe, so this topic is very real for PrestaShop owners. The good news is that the platform is flexible, so a clear, EU compliant withdrawal flow is well within reach.

What PrestaShop gives you out of the box

PrestaShop has some useful parts already built in:

• Order history. Logged in customers can see their past orders in their account.
• Merchandise returns. There is a built in returns feature you can switch on for returns of delivered items.
• Credit slips. PrestaShop can create credit slips, which help with refunds.
• Order statuses and emails. You can set up statuses and automatic emails for each stage.

Where the gaps are

The built in tools were made for normal returns, not for the withdrawal right. So there are gaps to close:

• The returns feature often needs the item to be delivered first, but the right to withdraw can start earlier.
• There is no ready made, clearly labelled withdrawal button with a two step confirm.
• Guest buyers, who checked out without an account, may have no easy way in.
• There is no built in durable medium receipt made just for withdrawals.
• Record keeping for withdrawal dates is not set up by default.

Steps to set it up

1. 1

   Turn on and review returns

   Enable merchandise returns and check the rules around when a return can start.

2. 2

   Add a clear withdrawal button

   Place a clearly labelled button in the account area and on order pages.

3. 3

   Add a confirm step

   Make the customer confirm once before the request is sent.

4. 4

   Set up a receipt email

   Send a saved confirmation after each request, with the date and order details.

5. 5

   Open it to guests

   Let guest buyers start a request using their order number and email.

6. 6

   Log every request

   Keep a record of dates and outcomes for your own audit trail.

Doing it yourself or using a module

You have two honest choices. You can build the flow yourself by extending PrestaShop, which gives you full control but takes developer time. Or you can use a module that adds a ready made withdrawal button, guest portal, receipts and logs.

PrestaShop withdrawal button: common questions