Online stores are facing an important change regarding the handling of contract withdrawals. The new requirement concerns the implementation of a visible function that allows consumers to quickly and conveniently withdraw from a contract concluded online. In practice, this means adding a clearly labelled button or link, for example: “Withdraw from the contract here”.
If you run an online store and are not sure whether this obligation applies to your website, our agency can help you analyse your current returns process, prepare the appropriate form, implement the button and adjust the entire customer journey. This way, your store will be better prepared for the new requirements, while customers will gain a simpler way to exercise their rights.
What is the “Withdraw from the contract here” button?
The “Withdraw from the contract here” button is a function that allows customers to submit a statement of withdrawal from the contract without having to search for a PDF form, write an email or contact the store’s customer service. After clicking the button, the customer should be redirected to a simple online form where they can indicate the order or products to which the withdrawal applies.
This is not simply a standard product return button. Correctly speaking, it refers to withdrawal from the contract, meaning a formal statement by the customer that they are withdrawing from a contract concluded at a distance. Returning the product is usually only a consequence of such withdrawal.
Where does this requirement come from?
The obligation results from EU consumer protection regulations, including Directive (EU) 2023/2673. The purpose of these changes is to simplify the process of withdrawing from contracts concluded online. If a customer can buy a product or service in just a few clicks, they should also have an equally simple way to withdraw from the contract.
Until now, many stores formally informed customers about their right to withdraw from the contract, but the process itself was often not very intuitive. The customer had to find the terms and conditions, download a form, fill it in manually and send a message to the store. The new button is intended to reduce such obstacles and make the process more accessible, digital and understandable.
Who does the obligation apply to?
The obligation applies to online stores, sales platforms and companies that conclude contracts with consumers via a website, mobile application or another online interface. In practice, this means that stores selling physical products, stores offering digital products, marketplace platforms, subscription services and companies providing online services should prepare for this requirement.
The scale of business does not matter. If a store sells to consumers online and enables contracts to be concluded online, it should check whether it needs to implement the contract withdrawal function. Importantly, according to information from the Polish Office of Competition and Consumer Protection, this requirement is not limited only to financial services, but more broadly covers contracts concluded at a distance through an online interface.
Why is it worth implementing the button correctly?
The new button is not only a legal obligation, but also an element that builds trust in the store. A customer who sees a clear contract withdrawal process feels safer when shopping online. A well-prepared path can also reduce the workload of customer service, because instead of incomplete email messages, the customer submits an organised request through a form.
However, the implementation should be well thought out. A link hidden only in the terms and conditions may not be enough. The function should be easily accessible, clear and available to the customer throughout the entire period in which they can exercise their right to withdraw from the contract.
How should the “Withdraw from the contract here” button work?
Ideally, the button should be visible in the customer panel next to the order details, in the order history, on the order status page and in the order confirmation email. In the case of purchases made without creating an account, it is worth preparing a separate page where the customer can enter the order number and email address, and then proceed to the withdrawal form.
The form should be simple and should not require unnecessary data. It is enough to collect the information needed to identify the order, such as the customer’s full name, email address, order number and the selection of products to which the withdrawal applies. The customer does not have to provide a reason for withdrawal, so this field should not be mandatory.
After submitting the form, the customer should receive confirmation that the statement has been submitted, preferably by email. It is also good practice to automatically notify the store administrator and save the request in the system, so that the team can easily track the status of the case.
How to implement the button in an online store?
The implementation method depends on the system on which the store is built. It will look different in WooCommerce, PrestaShop, Shopify, Shoper, Magento or a store based on a custom solution. Most often, the implementation includes analysing the current returns process, designing the form, adding the button in the appropriate places, setting up automatic emails and testing the entire process.
It is also worth updating the terms and conditions, return policy and informational content on the website. The customer should know where the button is located, how the form works and what happens after submitting the statement. The entire process should also be properly adapted to mobile devices, as many customers shop and manage their orders directly from their phones.
The most common mistakes when implementing the button
The most common mistakes include hiding the button only in the terms and conditions, using an unclear label, requiring customers who purchased as guests to create an account, failing to send an automatic email confirmation, forcing the customer to provide a reason for withdrawal, not allowing the selection of specific products from the order, and failing to adapt the form to mobile devices.
Another problem may be implementing the button as a separate element of the website without connecting it to the actual order handling process. In that case, the customer may see the button, but the store still has to manually analyse requests, complete missing data and conduct correspondence that could otherwise be avoided.
Does the button replace the existing contract withdrawal form?
It does not necessarily have to replace the existing contact methods. The customer may still have the option to submit a withdrawal statement through another channel, for example by email. However, the new function is intended to provide an additional, simple and digital path directly within the online store.
The best solution is to combine existing procedures with the new online mechanism. This way, the store keeps complete information available to the customer while also offering a more convenient way to submit the withdrawal statement.
How can our agency help?
Our agency can help with the comprehensive implementation of the “Withdraw from the contract here” button in your online store. We can analyse your current returns process, design a simple form, implement the button in the right places, set up automatic notifications, adjust website messages and test the entire process before launch.
We also help adapt solutions to specific e-commerce platforms, such as WooCommerce, PrestaShop, Shopify, Shoper or custom systems. This means that the store owner does not have to analyse the technical details of implementation on their own, and the entire process can be prepared in a convenient, consistent way that meets customer needs.
Do you need to implement the “Withdraw from the contract here” button?
If you run an online store, it is worth preparing for the changes in advance. The “Withdraw from the contract here” button is not just another element on the website, but part of the entire customer service, returns and contract withdrawal process.
Contact us if you want to check whether your store is ready for the new requirements. We will analyse the current process, recommend the best solution and implement the contract withdrawal function in a clear, convenient way tailored to your store.
