Right of withdrawal¶

The Right of withdrawal feature lets a webshop consumer formally withdraw from the contract — the legally binding, no-reason cancellation guaranteed to consumers by EU law — directly from the customer portal, without contacting support and without logging in.

It is built on top of the standard eYssen RMA (Return Merchandise Authorization) system: the backend adds a dedicated, non-rejectable withdrawal declaration record, while the customer portal adds the public, two-step declaration flow and the durable-medium confirmation e-mail.

End-to-end flow (summary)¶

Consumer opens the declaration from the order page or from the order e-mail link (Withdrawal on the portal).
They choose product quantities (shipping lines are never offered), confirm, and receive a durable-medium confirmation e-mail.
A withdrawal declaration is created in the backend already in Posted state under Sales ‣ Orders ‣ Withdrawals.
When goods come back, the agent clicks Start Return / Refund → works a normal RMA (Post → accept lines → Done → validate receipt → credit note). See Handling withdrawals (backend).

Legal background¶

The feature implements the mandatory online withdrawal button required by Directive (EU) 2023/2673 (which amends the Consumer Rights Directive 2011/83/EU, articles 11a and 11b). For distance and off-premises contracts, the trader must offer consumers an easily accessible electronic withdrawal function and confirm receipt of the withdrawal on a durable medium (e.g. e-mail).

Important

The on-screen legal wording (button labels, the declaration text and the confirmation e-mail) is provided as a draft pending legal review. Have the texts approved by your legal counsel before going live. The texts live in editable QWeb templates and a mail.template, so they can be adjusted without code changes.

Key principles¶

The withdrawal declaration is treated very differently from an ordinary return request:

Legally binding and irrevocable. A confirmed withdrawal can never be rejected — it is a unilateral consumer statement. The backend enforces this with database-level guards.
Immutable proof. At confirmation time the system stores a frozen snapshot of the declaration (consumer, products, quantities, exact timestamp) and sends a durable-medium confirmation e-mail.
No automatic logistics. A withdrawal never auto-generates a return picking or a refund. An RMA agent decides how to handle the physical return and the refund manually via Start Return / Refund (see Handling withdrawals (backend)).
Stays Posted. A confirmed declaration remains in Posted forever. That is normal — it is not stuck. The physical return and refund run on a separate ordinary RMA.
Goods only. Carrier shipping lines (is_delivery) cannot be withdrawn or returned as standalone items. Only product lines appear on the portal form.
B2C scope only. The feature is available only for genuine business-to-consumer webshop orders (see Withdrawal on the portal).

Withdrawal vs ordinary RMA (at a glance)¶

Topic	Withdrawal declaration	Ordinary RMA (return)
Menu	Sales ‣ Orders ‣ Withdrawals	Sales ‣ Orders ‣ RMAs
Who creates it	Consumer on the portal (or e-mail link)	Agent (or consumer Request Return)
State after creation	Always Posted (legal record)	Draft → Posted → Done
Can reject lines?	No	Yes (with reason)
Creates stock picking?	Never by itself	Yes, when marked Done
Agent next step	Start Return / Refund	Post → accept lines → Done

Scope and modules¶

The feature is delivered by two modules:

RMA (eyssen_rma) — the backend withdrawal declaration, configuration, the Withdrawals menu and the confirmation e-mail.
RMA - Website Portal (eyssen_rma_website_sale) — the public portal pages, the withdrawal button on the order page and the login-free link in the order-confirmation e-mail.