--- title: "Online right of withdrawal" description: "Enable and process the online right of withdrawal (EU directive 2023/2673), from the customer's request to the refund in the back-office." url: https://www.ciklik.academy/en/gestion-commandes/droit-de-retractation-en-ligne/ lang: en lastUpdated: 2026-10-09 --- # Online right of withdrawal > Box store > > This page applies to box stores hosted by Ciklik. Using the PrestaShop module? [See the PrestaShop documentation](https://www.ciklik.academy/en/prestashop/). Key points Ciklik’s online right of withdrawal lets a box shop buyer withdraw from the /retractation page, without logging in and without contacting support, as required by EU directive 2023/2673 (article L.221-21 of the French Consumer Code) from June 19, 2026. The feature is enabled shop by shop, on request to Ciklik support; once enabled, a “Withdraw from the contract” link appears in the footer of the site and of the checkout. The customer has 14 days from receipt of their order, which Ciklik estimates as the shipping date plus 2 days. The refund is only triggered when you validate the withdrawal from the order sheet, where you can also cancel the linked subscription. ## What is it? The **online right of withdrawal** is a compliance feature that lets a buyer easily exercise their 14-day right of withdrawal, directly from your shop. It meets **EU directive 2023/2673** (transposed into article **L.221-21** of the French Consumer Code), which makes it mandatory to provide a **clear online entry point** to withdraw from a contract. This obligation applies from **June 19, 2026**. In practice, Ciklik provides: - A **dedicated page** where the customer declares their withdrawal, without having to contact support. - A **two-step confirmation** to avoid accidental declarations. - An **acknowledgement email** sent to the customer, and a **notification** to your team. ## Activation per site The feature is enabled **shop by shop**. > Activation on request > > There is no self-service setting in the back-office yet. Activation is done **by Ciklik, on request**. Contact support to enable the online right of withdrawal on your site. As long as the feature is **disabled**: - The withdrawal page returns a **404 error**. - **No link** appears on your site. Sites whose business is **exempt** from the right of withdrawal (for example perishable goods under article **L.221-28**) can therefore stay disabled. ## Customer side: the withdrawal page Once the feature is enabled, your customers have a dedicated page at the address **`/retractation`**, **without logging in**. A **permanent “Withdraw from the contract” link** is added to the **footer** of your site and of the checkout. The form runs in **two steps**: 1. **Identification**: last name, first name, email and order number. 2. **Confirmation**: summary of the request, then the **“Confirm the withdrawal”** button. Depending on the context: - **Logged-in customer**: their identity is **pre-filled** and they choose the order concerned in a **selector of their eligible orders** (those still within the withdrawal period). - **Customer not logged in (guest)**: they **freely enter** their details and their order number. When the request is submitted: - The customer receives a **time-stamped acknowledgement email**. - Your team receives a **notification** at the shop’s **support email**. > Order number that does not match > > If a guest declares a withdrawal with an order number that **does not match** their email, the request is **still sent to your team** for manual processing. No information about the order is revealed to the person making the declaration. ## Withdrawal period The customer has **14 days from receipt** of their order to withdraw. This period is calculated as follows: - **Shipping date** (scheduled date of the last shipping slip), - **+ 2 days** of estimated delivery, - **+ 14 days** of right of withdrawal. > Order not shipped yet > > If the order has **not been shipped yet**, the withdrawal period is considered **open**. ## Processing in the back-office When a withdrawal request is identified (paid order, still within the withdrawal period, matching number and email), the order moves to the transitional status **“Withdrawal requested”**. Otherwise, its status does not change: you only receive the email notification. A **“Validate the withdrawal”** action then appears on the **order sheet** (only for orders with this status). This action: - **Refunds** the amount paid: a reversed order (credit note) is created, then the order goes back to the **“Paid”** status. - **Is blocked** if the order has **already been refunded**. When validating, you choose the **VAT** rate of the refund, then two options are offered (tick them as needed): - **Cancel the linked subscription** attached to the order. - **Delete Shipping Boxes**: deletes the shipping slips whose scheduled date has not passed yet. > Note > > Validating the withdrawal is the only step that triggers the refund. Requests stay in the “Withdrawal requested” status until you process them from the order sheet. ## Frequently asked questions ### How does a subscriber exercise their right of withdrawal online? From the /retractation page of your shop, available without logging in and through the “Withdraw from the contract” link in the footer. They identify themselves with their last name, first name, email and order number, then confirm their request on a summary. ### Is the online right of withdrawal enabled by default? No. It is enabled shop by shop, on request to Ciklik support. As long as it is disabled, the withdrawal page returns a 404 error and no link appears on your site. ### How does Ciklik calculate the withdrawal period? The period ends 14 days after the estimated receipt of the order, that is the scheduled date of the last shipping slip plus 2 days. An order that has not been shipped yet stays within the withdrawal period. ### Does a withdrawal request refund the customer automatically? No. The order moves to the “Withdrawal requested” status and the refund only happens when you run the “Validate the withdrawal” action from the order sheet. You can then also cancel the linked subscription and delete the upcoming shipping slips. ### What happens if the order number does not match the email? The request is still sent to your team for manual processing, and the order status does not change. No information about the order is revealed to the person making the declaration. ## See also [Refund a transaction](https://www.ciklik.academy/en/paiements/rembourser-une-transaction/) [Invoices](https://www.ciklik.academy/en/gestion-commandes/factures/) [Add your terms and conditions and legal notices](https://www.ciklik.academy/en/contenu-pages/ajouter-vos-cgv-et-mentions-legales/) [Delivery notes management](https://www.ciklik.academy/en/expeditions/gestion-des-bons-de-livraison/)