This guide is for customers with the Loopia Sitebuilder Large + Webbutik product. It explains how to accept and manage order withdrawal requests in your online store.
Under EU Directive 2023/2673, effective June 19, 2026, any business worldwide selling goods, services, or digital products online to EU consumers must provide customers with an easy way to withdraw from a purchase. This means you may be required to display a prominent “withdrawal button” in your online store so that customers can submit a request to cancel orders or reverse their purchases.
You can enable order withdrawal requests in your Loopia Sitebuilder online store and customize the period customers are allowed to back out of a purchase for individual products. For products that are not eligible for withdrawal, you can turn the withdrawal option off.
The requirement to display order withdrawal buttons depends on the type of products you sell. Some items may be legally exempt. Consult a legal professional if you are unsure whether you need to offer customers an easy option to withdraw from an order in your online store.
Enabling order withdrawal requests in your store
After you enable order withdrawal requests in your online store, customers will be able to fill out and submit withdrawal requests for their orders by clicking a dedicated order withdrawal button or link.
You can explain how order withdrawals work in your online store in your Return Policy.
To enable order withdrawal requests:
- From your Loopia Sitebuilder store admin, go to Settings → Cart & Checkout.
- Scroll down to the Order withdrawal request block.
- Turn on the toggle.
- Save the changes.
That’s it. Customers can now request order cancellation online for products they purchased in your online store.
By default, order withdrawal requests are enabled for all products in your store and remain available for 14 days after an order gets the Delivered status in your store admin. You can extend the order withdrawal period or turn this option off for individual products that are exempt.
When a customer submits a withdrawal request for an order, you will be notified in your store admin panel and by email. Submitting a withdrawal request does not automatically cancel the order or guarantee customers a refund. You need to review the request and decide how to handle it.
Placing an order withdrawal request: Customer experience
Any customer who has previously purchased a product in your online store can place a withdrawal request. This applies to all eligible products within the withdrawal period set for a specific product. After the period is over, the option to place a request is no longer available.
Here is how customers can place order withdrawal requests:
- From their customer accounts. The customer clicks the Withdraw order link next to the order and follows the steps to place the request.
- From the order confirmation email. The customer clicks the submit a withdrawal request link in the email and follows the steps to place the request.
- (For non-logged-in customers) From the My Account page in your online store. The customer clicks the Request withdrawal link on the page, specifies the order number and email address used for the order, and clicks Find Order to receive an email with the withdrawal link. They then follow the steps to place the request.
After submitting the order withdrawal request, the customer receives a “Withdrawal request submitted for order #” email.
If a customer changes their mind, they can cancel the withdrawal request. This is done by clicking the Cancel withdrawal request link that appears:
- On the withdrawal form page after submitting the request (when withdrawing from email).
- Next to the order in the customer account.
Customizing the order withdrawal period for individual products
After you enable withdrawal requests, a 14-day withdrawal period is set for all products in your online store. This means that customers can back out of a purchase no later than 14 days after the order gets the Delivered status in your store admin.
You can extend the withdrawal period for individual products if you like — for example, if this strategy suits your business better.
To customize the order withdrawal period for a product:
- From your store admin, go to Catalog → Products.
- Open the product you want to edit.
- Click Manage withdrawal settings on the right.
- In the Withdrawal period field, specify the number of days.
- Save the changes.
That’s it. You have updated the period during which customers can place an order withdrawal request for a product purchased in your online store. This information is displayed on the product page in your online storefront. Customers can hover over it to see a tooltip with more details.
To customize the texts inside the withdrawal period tooltip, you can use the store label editor.
Turning off order withdrawal requests for a product
You can turn off the order withdrawal option for individual products in your online store if these products are exempt by law — for example, custom-made items or highly perishable goods.
To turn off order withdrawal requests for a product:
- From your store admin, go to Catalog → Products.
- Open the product you want to edit.
- Switch the Eligible for withdrawal toggle on the right.
- Save the changes.
That’s it. The order withdrawal request option will no longer appear for this product in your online store. Information that the item is not available for withdrawal is displayed on the product page in your online storefront.
Managing order withdrawal requests placed in your store
After a customer submits an order withdrawal request for a product purchased in your online store, a “(Store name): order # is awaiting withdrawal decision” email is sent to the email address(es) you have set to receive admin notifications. You also get a notification in the To-do list section on the Dashboard page in your store admin.
Orders with submitted withdrawal requests are marked as such on the My Sales → Orders page in your store admin. You can use filters in the upper-left corner of the Orders page to find all orders with withdrawal requests.
After you receive a withdrawal request, you can review it, contact the customer, arrange shipping if needed, and issue a refund in accordance with your return policy and applicable country legislation. After the return is processed, you can update the order status to Delivery cancelled or Returned on the My Sales → Orders page in your store admin.