If a customer requests a full or partial order withdrawal after ordering from your online store, the request details will be listed on the Withdrawn orders page in your eCom (C-Series) back office.

Updating a custom theme to enable order withdrawal

If you use a custom theme for your website, you’ll need to contact your theme developer to add a snippet of code that enables order withdrawal on your site.

This code will need to be added to the custom theme’s My account section in the footer:

  shop.settings.order_withdrawal.allowed ? { url: '#withdrawal-lookup', title: 'Request withdrawal' | t }

Understanding the withdrawal request process for customers

If a customer wants to withdraw all or part of their eCom (C-Series) order, they can:

1. Navigate to their customer account and click My orders > View.

   

   Guest checkout users or customers can also click Withdraw order from their purchase confirmation email.

2. Withdraw a single product by clicking Withdraw product next to the product, or withdraw the whole order or multiple products by clicking Withdraw order at the bottom of the page > Withdraw products.

   

   Products that are ineligible to be withdrawn will be labeled as Non-withdrawable on the order details page When the withdrawal deadline has passed, requests can no longer be submitted.

If the entire order was cancelled, the order status will change to Withdrawn on the order page. If only certain products were selected, they will be labeled as Withdrawn.

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

Shipped or delivered orders and returns

If the order was already shipped or delivered, the customer must submit a withdrawal request before the deadline (14 days, unless extended in Settings > Advanced) and then return the item according to your return policy in order to complete the process.

If the order was shipped in multiple deliveries, the withdrawal deadline begins once the last product is shipped.

Transactions will be refunded according to your established return process.

Withdrawing orders from your eCom back office

To withdraw an order on behalf of a customer from your eCom back office:

1. Navigate to Orders and locate the order to withdraw.
2. Click the order number to access the order details page.

3. Click Withdraw product next to a single product, or click Withdraw order at the bottom-right of the page and check the boxes of the products to withdraw > Withdraw products.

   

   Products that are ineligible to be withdrawn will be labeled as Non-withdrawable on the order details page.

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

You can view withdrawal details on the Orders > Withdrawn orders page in your eCom back office.

Managing product withdrawal eligibility

To make a product eligible or ineligible to withdraw from an order:

1. Navigate to Products and locate the product to update.

   You can also export your product list and use the import tool to update products in bulk.

2. Click the product name to access the product details page.

3. In the Withdrawals section, toggle Allow variant withdrawal on or off.

   

4. Click Save.

Managing order withdrawal settings

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.

Enabling or disabling order withdrawals

To change the availability of the order withdrawal function in your eCom account:

1. Navigate to Settings > Advanced.

2. In the Account & Service section, toggle Allow order withdrawal on or off.

   

Extending the withdrawal deadline

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

1. Navigate to Settings > Advanced.

2. In the Account & Service section, enter a value (in days) in the Withdrawal deadline field.

   

   Withdrawal deadlines must be at least 14 days.

3. Click Save.

Viewing and editing withdrawals

On the Withdrawn orders page, you can view a list of withdrawals and edit withdrawal statuses or add notes.

To view or edit withdrawal details:

1. Navigate to Orders > Withdrawn orders.

   

2. To view details or edit a withdrawal, click its order number.
3. To make changes:
   • Click the Withdrawal status dropdown to change the status.
   • Toggle on Update stock to put returned products back into your inventory.
   • Add a staff note.
4. Click Save.

When the withdrawal deadline has passed, requests can no longer be submitted and the withdrawal will display as Expired on the Withdrawn orders page.