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

Customers can request a withdrawal through:

• Their customer account, for logged in customers.
• Confirmation email, for logged in customers or guests.
• Website footer withdrawal form, for guests.

Updating a custom theme to enable the order withdrawal form

Standard eCom (C-Series) themes will have a Request withdrawal form link automatically added to the website footer. If guests don't have access to a customer account, they can use the form to submit their order ID and email address to request a withdrawal.  

If you use a custom theme for your website, you’ll need to contact your theme developer to add the following code snippet to the My account section in the theme's footer to enable the order withdrawal form:

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

• {# Account footer menu #}
  <div class="col-6@xs col-3@md">
   <h4 class="margin-bottom-xs text-md@md">{{ 'My account' | t }}</h4>
   <ul class="grid gap-xs text-sm@md">
     {% set _account_links = [
       { url: 'account' | url, title: (page.account ? 'My account' : 'Register') | t },
       { url: 'account/orders' | url, title: 'My orders' | t },
       shop.settings.account.tickets ? { url: 'account/tickets' | url, title: 'My tickets' | t },
       shop.settings.wish_list ? { url: 'account/wishlist' | url, title: 'My wishlist' | t },
       shop.settings.order_withdrawal.allowed ? { url: '#withdrawal-lookup', title: 'Request withdrawal' | t },
       page.account ? { url: 'account/logout' | url, title: 'Logout' | t },
     ] %}
     {% for _link in _account_links %}
       {% if _link %}
         <li><a class="main-footer__link" href="{{ _link.url }}" title="{{ _link.title }}">{{ _link.title }}</a></li>
       {% endif %}
     {% endfor %}
   </ul>
  </div>
  

Understanding the withdrawal request process for customers

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

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

   

   Guest users or customers can also click Withdraw order from their purchase confirmation email or fill out the withdrawal form in the website footer, if enabled.

   

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. The return reason will be automatically logged as Withdrawn Order/Product in the back office.

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 the 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 > Withdrawals 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.

   To update products in bulk, export your product list, update eligible products from N (default) to Y in the Allow_Withdrawal column, save your file, and upload using the import tool.

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

3. In the Inventory & Variants section, click the default or variant title.

   

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

   

5. 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.

Adding or editing withdrawal actions

On the Withdrawals page, you can set up custom actions to communicate procedures to staff as they process a withdrawal request. Actions are listed in the Actions column on the overview page for quick reference. 

To add or edit a custom withdrawal action:

1. Navigate to Orders > Withdrawals.

2. Click Add or edit withdrawal actions.

   

3. Click Add action or click an existing action to edit.

4. Add or edit the title of the action.

   

5. Click Save.

After creating or editing an action, you can assign it to a withdrawal request on the Edit a withdrawal page.

Viewing and editing withdrawals

On the Withdrawals page, you can view a list of withdrawals and edit statuses, actions, or add notes.

To view or edit withdrawal details:

1. Navigate to Orders > Withdrawals.

   

2. To view details or edit a withdrawal, click its order number.

3. To make changes:

   • Click the Status dropdown to change the status.
   • Click the Withdrawal action dropdown to select a previously customized action.
   • 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, the request will display as Expired on the Withdrawals page and the customer will no longer be able to submit a withdrawal request for that order.