WooCommerce 11.1 introduces Order Withdrawal, bringing the right of order withdrawal functionality to better serve EU customers. This gives customers a simple, self-serve way to request a withdrawal from their order within 14 days of placing it.
If you’re selling to customers in the EU, you may need to provide customers with an easy and prominent way to withdraw their order. EU consumers have long had a 14-day “right of withdrawal” under EU Directive 2011/83.
The customer order withdrawal feature may help your store meet these requirements, but it does not guarantee compliance. For guidance specific to your business and customers’ locations, please consult a qualified legal professional.
How to enable
↑ Back to topOrder Withdrawal is disabled by default. To turn it on:
- Go to WooCommerce > Settings > Advanced > Features.
- Find Order Withdrawal and enable it.
- Save your changes.
Once enabled, the request form becomes available to customers at /my-account/withdraw-order. The URL can be changed by editing the endpoint under WooCommerce -> Settings -> Advanced -> Page Setup. This page can be reached whether or not the customer is logged in.
Customer View
↑ Back to topWhen a customer visits /my-account/withdraw-order , they’ll be presented with a withdrawal request form:
After filling out the info, the customer will have a chance to review it before submitting:
Upon submission, they’ll see a confirmation screen and will receive an acknowledgment email containing their submitted details:
Merchant View
↑ Back to topWhen a customer submits an order withdrawal request, you’re notified in a few ways.
You’ll receive an email notification for the withdrawal request:
On the WooCommerce home screen, you’ll receive an inbox notification:
If the order number and billing email match an existing order in your store, the withdrawal request is automatically linked to that order. An order note is added indicating the withdrawal request.
If no matching order is found, the request is still accepted, and the customer still receives their acknowledgment email. The notification email will let you know that manual review is needed, and it won’t include an order link since no match was found.
Submitting a withdrawal request does not automatically change the order status, cancel the order, or issue a refund. It’s up to you how withdrawal requests are handled, whether that means approving a refund, requesting the item back, or following up with the customer for more information.
Questions and support
↑ Back to topDo you still have questions and need assistance?
This documentation is about the free, core WooCommerce plugin, for which support is provided in our community forums on WordPress.org. By searching this forum, you’ll often find that your question has been asked and answered before.
If you haven’t created a WordPress.org account to use the forums, here’s how.
- If you’re looking to extend the core functionality shown here, we recommend reviewing available extensions in the WooCommerce Marketplace.
- Need ongoing advanced support or a customization built for WooCommerce? Hire a Woo Agency Partner.
- Are you a developer building your own WooCommerce integration or extension? Check our Developer Resources.
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