EU Withdrawal Button and Cancellation Manager

Adds the online withdrawal button introduced by EU Directive 2023/2673, which applies from 19 June 2026, together with a full request manager. Customers and guests can withdraw from an order in a few steps, or cancel it before it ships, and you handle every request from one queue in the admin.

At a glance

• A "Withdraw from contract" button on every page, in the footer, plus shortcuts in the customer account and on each order.
• Also handles cancellations: before an order ships, customers get a "Cancel order" button instead, and those requests land in the same queue.
• Works for logged-in customers and guests. No account needed.
• Admin dashboard for request management with decisions, offers, messages and a full history.
• Requests can cover the whole order or individual items and quantities.
• Automatic 14-day deadline, counted from delivery or from dispatch plus a typical delivery time, with the weekend rule.
• Product exemptions: per-item rules for made-to-order, perishable, sealed hygiene and digital goods, or anything else you define.
• A tracking page for every request, where customers follow its status, reply and answer offers.
• Asks for refund details only for the payment methods you choose, such as cash on delivery or bank transfer.
• Ready-made emails and customer texts, easily editable for every language.
• Full export capabilities for requests, in PDF, HTML, text or CSV.
• Multi-store and multi-language support, with separate settings for each store.
• OpenCart 2.0 to 3.x and PHP 5.6 to 8.5 or newer. No core files edited.

The withdrawal button

• A "Withdraw from contract" button in the footer of every page, visible to guests and customers.
• Shortcuts in the customer account and on each order's page.
• An optional block in the order confirmation email, linking to the form.
• A standalone page address you can link from menus or information pages, with an optional custom short URL.

The request form

• Customers choose the whole order or specific items and quantities.
• Optional reason list, comment box and file uploads. You decide which ones are shown and which are required.
• A confirmation email goes out immediately when a request is submitted.

Guest access

• Guests identify their order with the order ID and email address. You choose how:
  • Direct: the form opens as soon as the details match.
  • Direct + Extra Verification: the guest also enters one detail from the order (name, address, postcode, phone and similar).
  • Magic Link: a link valid for 30 minutes is emailed to the order's address, and only that link opens the form.
• Optional captcha, using the store's own captcha extension.

Request tracking page

• Every request gets its own tracking page, linked in the confirmation email. It shows the status, the shop's decisions and its messages.
• Customers can reply, accept or decline an offer, or ask the shop to cancel their request.
• Customers can download a copy of their request as PDF, HTML, text or CSV.
• Logged-in customers also get a list of all their requests in their account.

Deadlines and eligibility

• You choose which order statuses allow a cancellation and which allow a withdrawal. The order's current status decides which one the customer gets.
• The 14-day withdrawal period (adjustable) starts at delivery. If your shop doesn't record deliveries, it starts at dispatch plus a typical delivery time.
• Late requests are refused when the delivery date is recorded. When the date is only estimated, late requests are flagged instead of refused, so customers never lose days because of an estimate.
• Weekend rule: a deadline that falls on a Saturday or Sunday moves to Monday.
• Optional time limit for cancellations.
• Restrict either option by customer group, country, zone or geo zone. Each rule can allow, warn, block or hide, for example to hide the button from wholesale customers.
• Custom rules for products, categories and manufacturers can allow, warn or block per item, by order status and days, with a message to the customer. Ready-made examples cover common exemptions: made-to-order, perishable, sealed hygiene and digital goods.
• Optional fees, if you want them: a percentage, a fixed amount, or an amount you confirm when you review the request. Set them per option or per custom rule, with an optional fee-free period for withdrawals. Customers see the fee before they confirm, and nothing is charged automatically.
• Duplicate claims are prevented: items another request already covers can't be requested again, unless that request was rejected or canceled.

Refunds

• For each payment method, and separately for cancellations and withdrawals, choose one of two modes:
  • Same Method: refund through the original payment method. The customer sees a note explaining this.
  • Ask Account Details: the form asks the customer for payout details.
• Payout channels are configurable, each with its own fields, and include an IBAN format check.
• Guests confirm through a magic link before payout fields are shown.
• The extension never moves money. Refunds stay in your hands.

Admin request queue

• A dedicated admin page, with a menu badge counting open requests.
• Search, and filter by type, status, source (customer or guest), store and date. Sort by age, last change or last message. A "Needs you" view shows the requests waiting on you.
• Each request shows the order, the requested items, its full history, and a panel where you write your next decision or message.
• Approve, reject, mark as awaiting return, mark as completed, or cancel. Each step can send the matching email, which you can edit before it goes out.
• Send an offer with different items or a different refund amount. The customer accepts or declines on the tracking page, or you record an answer they gave by phone or email.
• Internal notes the customer never sees.
• A log of every email sent and every change made.
• Export a request as PDF, HTML, text or CSV, in the customer's view or the full internal view.
• Optional automatic order status change when a request arrives. One-click creation of "Cancellation Requested" and "Withdrawal Requested" statuses.
• Every step is written to the order's history. You choose which kinds of step are recorded.
• The order page in the admin also shows the order's requests.

Emails

• 13 ready-made templates covering each step. Cancellations and withdrawals each have their own email settings, so they can send different texts.
• A visual editor, tokens (order, items, reason, refund details, tracking link and more) and conditional blocks.
• Separate text per language, or one text for all languages.
• Preview with a real order or with sample data.
• Several notification addresses for the shop, plus optional copies of every customer email.

Languages and stores

• Every customer-facing text and email can be edited for each installed language.
• Language tools: find empty fields, copy text between languages, and undo.
• Preview each text on the real storefront screens while you edit.
• Separate settings for each store in a multi-store setup.
• Storefront pages in light or dark mode, or following the customer's device.
• Settings profiles per store: download, import, load back, or return to the extension defaults.

Security

• Signed-in customers only see their own orders, and guests have to prove the order is theirs.
• The guest form gives the same answer whether the details match or not, so it can't be used to find out which orders or email addresses exist.
• Repeated failed attempts are blocked for longer and longer, from seconds up to hours, and logged with the IP address.
• Rate limits on verification emails and on requests, so nobody can use your shop to flood a customer's inbox.
• Signed magic links and tracking links that can't be forged or edited to open someone else's request.
• A tracking link only shows the request. Replying, answering an offer or canceling the request needs a login or a fresh magic link.
• CSRF protection, a honeypot field against bots, and CAPTCHA through the store's own captcha extension.
• Every rule is checked again on the server when a request is sent, so hiding a button or editing the page doesn't get around it.
• Customer input is shown as plain text in the admin and in emails, so it can't be used to inject code.
• Uninstalling the extension keeps all requests.

Compatibility

• OpenCart 2.0 to 3.x
• PHP 5.6 to 8.5 or newer
• Installs through the Extension Installer with one OCMOD. No core files are edited.
• Default theme and Journal 3 out of the box. Every other theme can be supported for free.