NexumShop EU Withdrawal

NexumShop EU Withdrawal adds an EU withdrawal button to your customers’ orders, checks whether each order still qualifies, and gives you one screen to decide every request. This guide covers installation, setup, daily use, and troubleshooting.

Legal notice: this extension assists with the withdrawal process. It does not replace legal advice and does not by itself guarantee the compliance of your business.

Requirements

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WordPress	6.6 or later
WooCommerce	9.0 or later (tested up to 11.1)
PHP	8.1 or later
Order storage	HPOS supported; orders are read through the WooCommerce CRUD APIs only
Checkout	Cart and checkout blocks supported
Languages	Interface and emails in English and French

Emails are sent in your store’s language, not the language of the order.

Setup

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1. Go to WooCommerce > EU Withdrawal. Until you run the setup wizard or dismiss it, a notice links you to it.
2. Set your withdrawal window and whether it counts from delivery or from the order.
3. Enable only the exemption categories that apply to what you sell.
4. Send yourself a test email to confirm your email setup.

No theme file or core file is modified.

How eligibility works

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A customer usually has 14 days to change their mind, and that period doesn’t start on the day you shipped.

• The eligibility check runs before the form appears, so customers aren’t invited to file a request that will be refused.
• The window is set in days and counts from the delivery date or the order date. The day of that event doesn’t count.
• The last day counts in full, until midnight in your shop’s time zone. A last day on a Saturday or Sunday moves to the next working day.
• Public holidays aren’t applied. You need to handle them manually.
• Unpaid orders are never eligible. A paid order not yet marked completed gets a deadline estimated from your expected delivery time, labeled as estimated until the order is completed.
• Eleven exemption categories exist, each one off until you turn it on, plus a per-product flag for a single item that needs it.

Manage requests

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The request list

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Every request appears in one list with its status, age, customer, and order reference. You can filter by status, search by request ID or order ID (enter 15, not #15), and export all requests to CSV, up to 10,000.

Requests pending longer than a threshold you set raise a notice above the list. It opens them oldest first.

Decide a request

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You have four options:

• Accept the request.
• Accept partially, line by line.
• Ask the customer for more information.
• Reject the request. A rejection won’t save without a reason.

Refunds

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The extension never creates a refund. Mark the refund as pending records the amount on the request. You then issue the refund from the WooCommerce order with its own Refund button, and the request is marked refunded when WooCommerce records it.

Documents

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Each request offers a PDF dossier for you and a proof of submission for the customer.

Settings

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Setting	What it does	Default
Withdrawal window	Length of the period, in days	14
Window starts at	Delivery or order	Delivery
Before delivery	Allows a request before the order is delivered	On
Expected delivery time	Used for the estimated deadline when an order has no delivery date	7 days
Notification email	Receives your notices	Site administrator
Support contact	Email footer and Reply-To	Empty
“Needs attention” after	Age that raises the notice above the list	7 days
Exemptions	Eleven categories, each by product category or SKU	All off
Guest link validity	Lifetime of the signed link	720 hours
Lookup attempts	Per hour and IP address	5
Guest withdrawal page	The page holding the lookup form	Created at activation
Customer IP	Stores the IP address with each request	Off
Keep data on uninstall	Keeps the extension’s tables	On
Retention after close	Months before a closed request can be cleaned up	36

The test email button helps you find an email problem before a customer does. The self-check reports what is misconfigured.

What your customers see

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Logged-in customers get a “Withdraw from the contract” button on their orders, in My Account.

Guests use the page created at activation. They enter their order number and email, and receive a signed link that opens the same form inside your theme. The reply is the same whether or not the order matches, so nobody can probe your order numbers.

The WooCommerce withdrawal form

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WooCommerce 11.1 adds an optional form that takes a withdrawal request and sends an acknowledgment. The two run independently, and requests filed through the WooCommerce form don’t appear in this extension’s list, so we recommend offering your customers one of them.

Integrity checks

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Three SHA-256 checks run each time a request is opened: over what the customer submitted, over the status history, and over your decisions (status, quantities, reasons, and refund reference). If any of it was changed in the database, the row turns red and names what no longer matches. The history is only ever added to, never written over.

Personal data

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The extension registers with the WordPress privacy tools as an exporter and an eraser, so an export or erasure started from Tools > Export Personal Data or Tools > Erase Personal Data includes withdrawal records.

The self-check screen offers a downloadable diagnostic file with version numbers, non-secret configuration flags, and aggregate counts. It never contains a token or personal data.

Uninstall

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Go to Plugins, deactivate EU Withdrawal, and delete it.

By default, your data is kept. To remove it, turn off the keep-data setting before deleting the extension. Export what you need first: the request list exports to CSV, and each request has a PDF dossier.

Troubleshooting

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Symptom	Most common cause
The customer sees no withdrawal form	The order is outside the window, or every line is exempt. The ineligibility notice says which.
A rejection won’t save	A reason is required.
No email arrives	Send a test email from the settings. The retry queue holds what failed and shows why.
The refund wasn’t issued	The extension never issues one. Open the order from the request and use the WooCommerce Refund button. The request follows.

Support

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Need help? Contact us through WooCommerce.com support. We respond within 2 business days.