Right of Withdrawal Support

Support online right-of-withdrawal requests through the Returns Portal using configured return reasons, eligibility rules and standard return registration data.

Overview

The Returns Portal can be used as the customer-facing destination for online right-of-withdrawal requests. In the standard setup, withdrawal is handled as a normal return registration with a configured Withdrawal return reason.

Customers select the eligible item or items, submit the request, and receive confirmation and instructions with retailer-approved wording. The submitted withdrawal details can then be sent to your systems through the same return registration and RMA/export channels used for other returns.

This page is for information purposes only and does not constitute legal advice. You remain responsible for deciding whether, where and how an online withdrawal function must be offered, and for approving all legal wording shown to customers.

Customer Experience

A typical withdrawal journey can be configured as follows:

1. The customer selects a withdrawal link or button on your website, app or communication.

2. If the link is personalized, the customer can be taken directly into the Returns Portal. For public website entry points, the customer identifies the order using the configured login details, such as order number and email address.

3. The portal displays eligible items based on your return period, country, product and item-eligibility configuration.

4. A Withdrawal return reason can be shown for eligible items and configured as the default reason, so selected items can proceed without an additional reason-selection step.

5. The customer submits the withdrawal request as a return registration and receives confirmation plus return instructions.

For full-order withdrawals before delivery, the confirmation wording can instruct the customer to refuse delivery where this is appropriate for your legal and operational process. After delivery, the customer can receive the normal return label, QR code or return instructions configured for your portal.

Configuration Options

The standard setup uses existing Returns Portal configuration:

Configuration area	How it supports withdrawal requests
Return Reasons	Add a dedicated Withdrawal reason, map it to your internal return reason code, translate the label and optional note, and configure it as the default reason where needed.
Return Periods	Define the period during which the withdrawal reason should be available. Periods can be configured by country or other setup criteria.
Item Eligibility	Hide excluded products or display them as non-returnable according to your legal and operational setup.
Confirmation and instructions	Adapt the confirmation page and email wording for acknowledgement, return shipping, refund timing and delivery-refusal instructions where required.
RMA/export data	Send the selected withdrawal reason, item details and quantities through the same configured return data channels as other return registrations.

Additional actions, such as calling a retailer endpoint to attempt stopping fulfillment before shipment or opening a customer-service ticket, require a custom integration.

Portal Versions

Both current and legacy Returns Portal setups can support the standard setup of a configured withdrawal return reason.

For the current Returns Portal setup, wording can be customized through the template and translation configuration. For legacy setups, wording and popup behavior can be adapted as portal customization where required.

Customer Requirements

To configure this flow, provide the following information to parcelLab:

• The markets and countries where the withdrawal option should be available.

• The approved wording for the withdrawal link or button, portal reason label, confirmation page and email.

• The return reason code and translations to use for withdrawal.

• The withdrawal period and any country-specific or product-specific exclusions.

• The return shipping instructions, refund timing wording and delivery-refusal wording you want to show customers.

• The RMA/export, ticketing or endpoint requirements for notifying your internal systems.

Implementation Process

When parcelLab has the required information, the withdrawal flow can be configured and tested in your Returns Portal. Testing should verify that the withdrawal reason is shown only for eligible items, that the default reason behavior works as expected, and that the submitted return registration is received by your configured data channels.