Return & Withdrawal Policy Button for PrestaShop

A plain-language guide for shop owners. No technical knowledge required. If a step mentions clicking somewhere in your admin panel, this guide tells you exactly where to click.

Since 2026, a new EU rule (in Greece: Law 5317/2026, amending Article 3za of Law 2251/1994) requires every online shop to give customers an easy, always-available, one-click way to cancel or return an order, at any point during their 14-day legal window, without needing to explain why.

This module adds that "withdrawal button" to your shop automatically:

• A clearly labeled "Cancel or return this order" option, always available for at least 14 days.
• Customers with an account, and customers who checked out as a guest, can both use it.
• A two-step process (fill in details, then confirm) so nobody submits a request by accident.
• An automatic confirmation email with a timestamp, proving you responded to the request and proving what the customer declared.

You don't need to build or design any of this yourself. It's already active once the module is installed. This guide explains what your customers will see, and everything you can control from your admin panel.

Once installed, the module adds two entries under its own section in your back office menu:

• Withdrawal Requests, the queue of everything customers have submitted.
• Withdrawal Button Settings, where you configure the module (this has two tabs: *Withdrawal Button Settings* for general/legal options, and *Anti-fraud / CAPTCHA* for guest-form protection, plus the category and product exclusion tools).

At the very top of the Withdrawal Button Settings page you'll also find a Documentation panel with links to this guide as a downloadable PDF, in both English and Greek, handy for printing or sharing with your team.

Go to Withdrawal Button Settings in your admin menu.

Withdrawal Button Settings (general tab)

About the three cancellation automation modes:

• Auto-cancel + auto-refund: the order is cancelled and the customer is refunded automatically, no action needed from you.
• Auto-cancel, manual refund: the order is cancelled automatically (so stock is released right away), but you decide when to actually issue the refund from the requests queue.
• Fully manual (admin approval required): nothing happens automatically. Every request waits for you to Approve or Reject it first.

Excluded categories

Some products, like sealed hygiene items or made-to-order goods, can legally be excluded from withdrawal. Under the Excluded categories panel you'll find a checkbox tree of your whole category structure, exactly like the one you already use when editing a product's categories. Tick any category that should never be eligible, then click Save. This has its own Save button, separate from the general settings above.

Excluded products

Below the category tree is a search box: start typing a product name or reference, pick it from the results, and it's added to the excluded list. Use this for individual items that don't belong to a whole excluded category. This also has its own Save button.

You can remove a category or product from the exclusion list at any time by unticking it (categories) or removing its chip (products) and saving again.

Anti-fraud / CAPTCHA (second tab)

These settings protect the guest withdrawal form, the one used by customers without an account, from automated abuse.

1. On the order confirmation page, right after checkout, an eligible customer sees a short note about their right to cancel or return, with a button.
2. On their order details page, whether they're logged in or checked out as a guest and are looking up their order, the same option appears next to eligible items.
3. In their account, logged-in customers see a link to their withdrawal requests. Where this link appears depends on your shop's theme:
   • On the newer Hummingbird theme (and any theme based on it), the link appears both as a compact entry in the account sidebar menu and as a larger tile on the account dashboard itself.
   • On the classic theme, it appears as a tile in the account dashboard's grid of links (the sidebar entry is a Hummingbird-only layout element, since classic-based themes don't have that sidebar). Either way, the destination is the same page: My Withdrawal Requests, listing every order and whether it's still eligible.
4. In their order confirmation email (optional, you can turn this off), a short reminder of their rights with a direct link, so they never have to search for it.

How the request works, step by step

1. The customer clicks the button, fills in their name, a way to contact them, and picks which items they want to cancel or return. They can add a reason if they want, but it is never required.
2. They see exactly what they are about to submit, and must click Confirm on a separate screen. Nothing is submitted until this second click, this protects both you and the customer from an accidental submission.
3. They immediately receive an email confirming their request, with the exact date and time, and the exact wording of what they declared.
4. Depending on your automation setting (see section 3), the request is either handled automatically, or held for you to review in your admin panel.

If a customer loses their confirmation email or their access link, there's a "Resend email" button available to them at every stage, so they are never stuck. Guests use a secure, per-order emailed link instead of logging in.

The Withdrawal Requests queue

Go to Withdrawal Requests in your admin panel. You'll see every request in a list: its ID, the order it belongs to (a direct link into that order), whether it's a cancellation or a return, who submitted it, its current status, when it was submitted, and its window deadline.

If unusually many requests come from the same IP address recently, a warning banner appears above the list so you can look into it before acting on anything.

Click the row action to open a request and see its full detail: the exact declaration the customer submitted, every item involved, and a complete audit trail of everything that has happened to it (useful if you ever need to show proof of what occurred and when). From there you can:

• Approve: accept the request. Depending on your automation setting, this may also cancel the order and process the refund automatically.
• Reject: decline the request. The customer is notified by email.
• Issue Refund: send the refund once you're ready to, for requests that have been approved or are pending your review.

On the order itself

Open any order in your Orders page. If it has an associated withdrawal request, you'll see a small panel with its status and the same Approve / Reject / Issue Refund actions, so you don't need to jump between screens to act on it.

Every email exists in both English and Greek, and is sent in the language relevant to the order.

Do I have to do anything else for this to be legal? The module handles the technical requirement: the button, the two-step confirmation, and the email proof. You are still responsible for your shop's actual return and refund policy text, and for reviewing requests promptly.

What happens to a request if the order already shipped? It's automatically treated as a return request instead of a cancellation, and follows your existing return process.

A product I sell can't legally be returned once opened, what do I do? Add it, or its whole category, in the Excluded categories or Excluded products panels (section 3). The customer will still see the withdrawal button for the rest of their order, but that specific item will show as not eligible, with the reason explained.

Do guests need an account to request a withdrawal? No, as long as "Allow guest (non-account) requests" is switched on. They use a secure link sent to the email address from their order.

Is customer data handled safely? Yes. Only the information the law requires is stored, and withdrawal request records are kept as your proof of compliance, so they are not deleted by a "forget me" (GDPR) request, this is explicitly allowed under GDPR's legal-obligation exemption.

What if I uninstall the module? Your existing withdrawal request records stay in your database, so you don't lose your compliance history. Nothing else on your shop is affected.

Why does the account link look different depending on the customer's browser? It doesn't, it looks different depending on your shop's theme (see section 4). Both the Hummingbird-family layout and the classic-family layout are fully supported and styled to match their respective theme.

For questions about this module,  open a ticket at https://01generator.com/ticket-system/