The Order Withdrawal Extension for Magento 2 enables merchants to comply with EU statutory withdrawal requirements. Customers can submit withdrawal requests for eligible orders within a configurable period. Store administrators review requests in the admin panel, approve or decline them, and optionally automate order cancellation or refund processing.  

EU Withdrawal Button: 

Navigate to STORES → CONFIGURATION → PITS EXTENSIONS  → EU Withdrawal Button

Figure 1 – EU Withdrawal Button – Configuration

Figure 2 – Order Withdrawal Delivery Date– Configuration

• Partial order - withdrawal handling: 

           Used only when a withdrawal is fulfilled (manual or auto-process) and the order has shipped items that are not invoiced yet. Magento cannot cancel or refund that qty until an invoice                   exists. All other cases still use cancel and/or offline credit memo and ignore this setting.

• • Generate offline invoice automatically, then complete withdrawal (default) : Creates an offline invoice only for the shipped-but-not-invoiced qty, then cancels remaining open qty and refunds invoiced qty so the withdrawal can finish.
  • Cancel or refund available qty, then hold uninvoiced shipped qty : Cancels and/or refunds what Magento allows, then places the order On Hold so staff can finish the leftover shipped-uninvoiced items manually. The request Action shows Partial — on hold, and the customer email explains that the request was only partially completed.

The Email Notifications encompass the following fields : 

Figure 3 – Order Withdrawal Email Notifications– Configuration

• Request receipt email – Sent when customer submits a withdrawal.
• Request completion email – Sent when request is fulfilled.
• Request rejection email – Sent when request is declined.  
• Internal alert email – Sent to administrators for new requests.  
• Internal alert email address – Comma-separated admin email addresses.
• Include withdrawal link in order email – Tokenized withdrawal URL in order confirmation mail.

The Front end Display Settings encompass the following fields : 

Figure 4 – Order Withdrawal Frontend Display Settings – Configuration

• Withdrawal button text (My Account)  – Text shown on the withdrawal button on the customer order detail page.   
• Withdrawal link text (My Orders) - Text shown in the Action column on the customer My Orders page and the account dashboard Recent Orders grid. 
• Show footer withdrawal link – Show withdrawal link in store footer.   
• Footer withdrawal link text – Footer link label (default: Withdraw order). 
• Custom CSS class(es)– Optional CSS class for withdrawal buttons.

Diagnostics & logging: 

Navigate to STORES → CONFIGURATION → PITS EXTENSIONS → Diagnostics & logging

Figure 5 – Order Withdrawal Diagnostics & logging – Configuration

• Write Error log – Set to Yes to activate the diagnostics and logging.    

Figure 6 – Order Withdrawal Request Grid 

• Navigate to Sales → EU Withdrawal Button → Order withdrawal requests. 
• ID, Store View, Transaction Number, Order #, Order status, Customer, Email, Request status, Action, Created At, Updated At, Actions.
• Actions: View, Fulfill, Decline, Mass fulfill, Mass decline.
• Statuses: Pending, Fulfilled, Declined.      

Entry points:

• Footer withdrawal link (if enabled in configuration) 
• Footer link text — editable in admin configuration
• Order withdrawal link on customer order view page
• Order withdrawal link on My Orders grid (sales/order/history)
• Order withdrawal link on account dashboard Recent Orders grid
• Email cancellation link in order confirmation email (if enabled)
• Direct URL: https://your-store.com/order-cancel/locate/open (guest lookup landing page)

Figure 7 – Order Withdrawal Find order Page

Figure 8 – Order Withdrawal Review Order Page  

Figure 9 – Order Withdrawal Request Success Page

Figure 10 –  Order detail page withdraw link placement

Figure 11 –  My Orders page withdraw order link placement

Customer Workflow:

• Step 1 – Locate order: Guest enters order number + email; logged-in customers use account.  
• Step 2 – Intake preview: Customer confirms order details and optional withdrawal reason.
• Step 3 – Confirm & acknowledgement: Request submitted; confirmation email sent.   

If you have questions, use our contact form at webshopextension.com