ReturnGO supports the EU right of withdrawal, giving customers a simple way to cancel or return an order, whether it's already shipped or still pending fulfillment.
ReturnGO covers both scenarios:
- Fulfilled orders: handled through a dedicated withdrawal right return reason, and return policy.
- Unfulfilled orders: handled through the cancel order resolution, which detects that an order hasn't shipped and automatically routes the customer through a cancellation flow.
Setting Up Withdrawal Right for Fulfilled Orders
This handles post-shipment withdrawal requests. Customers submit through your return portal using a dedicated return reason.
This feature is currently in beta and not yet available to all merchants. Apply to join the beta.
To set up withdrawal rights for fulfilled orders:
1. Go to Settings > Return Reasons.
2. Click ADD REASON to create a new return reason (e.g., Withdrawal Right, Order Withdrawal).
3. Enable the Display reason toggle so customers can see it in the return portal.
4. Click on the save icon to save your changes.
To add this reason to a return policy:
1. Go to Settings > Return Policy.
2. Click ADD RULE to create a new policy or click on the pencil icon to update the existing one.
3. Enter a policy name.
4. Enable the Include withdrawal acknowledgement toggle.
Note: When enabled, customers who complete a return under this policy receive withdrawal acknowledgement text in their Request approved email, in addition to the standard approval message. Use this only for policy rules that handle EU right-of-withdrawal returns.
5. Set eligibility rules (optional).
Tip: If you want this policy rule to be offered only to customers who selected your withdrawal right return reason, set Customer eligibility conditions.
6. Configure any additional policy settings, such as automatic approval.
7. Click on the save icon to save your changes.
Setting Up Withdrawal Right for Unfulfilled Orders
This handles pre-shipment cancellation requests. When a customer enters their order details in the return portal, ReturnGO detects that the order has not been fulfilled yet and automatically routes them through the cancellation flow.
Note: The cancel order resolution is currently only supported on Shopify. ReturnGO is actively expanding support to additional e-commerce platforms.
To configure this, set up the Cancel Order resolution and create a dedicated Return Policy for unfulfilled order withdrawals. You can also enable the Include withdrawal acknowledgement toggle in the policy rule to send customers a withdrawal acknowledgement in their Request approved email.