Withdrawal on the portal

This page describes everything the consumer experiences: where the withdrawal button appears, when it is available, the two-step declaration flow, the confirmation, and how withdrawals are listed afterwards.

Who can withdraw

The withdrawal function is offered only to business-to-consumer (B2C) webshop consumers. An order qualifies when all of the following are true:

  • the order originates from a website (it has a Website);

  • the order’s commercial partner is a private person (Individual); and

  • that partner has no VAT number.

This B2C consumer test is centralized in the backend and re-checked on every step, so a non-B2C order can never reach the withdrawal flow — even by manipulating a URL.

In addition, the button is only shown while the order is confirmed (Sales Order state) and at least one order line is still withdrawable — that is, it has remaining withdrawable quantity and its per-line deadline has not passed. Lines that have not shipped yet count as not expired, so a consumer may withdraw before the parcel is even received.

Entry points

A consumer can open the declaration in two ways.

From the order page

Withdrawal button on the sale order portal page

On the order page (My Account ‣ Orders ‣ (an order)), the sidebar shows an amber Elállás a szerződéstől (“Withdraw from the contract”) button next to the regular Request Return button. The withdrawal button only appears when the order is eligible (see Who can withdraw).

Note

If a guard redirects back to the order page because the function is no longer available (expired deadline or no withdrawable line), a warning notice is shown explaining why.

From the order-confirmation e-mail

Withdrawal link block in the order confirmation e-mail

For B2C consumer orders, an amber Right of withdrawal block is delivered by e-mail at order confirmation. It contains a short 14-day notice and an Elállás a szerződéstől button that opens the declaration through a tokenized, login-free link. This means even a guest who checked out without an account can exercise the right of withdrawal directly from the e-mail.

The block is delivered when the order becomes a confirmed Sales Order, because the tokenized link only works from confirmation onward. How it reaches the consumer depends on how the shop confirms orders:

  • Orders confirmed automatically (for example, paid online at checkout) — the block rides along in the standard order-confirmation e-mail.

  • Orders confirmed manually (for example, offline or on-pickup payment, where the order first stays a quotation until staff press Confirm) — the standard confirmation e-mail is not sent at that point, so a dedicated withdrawal e-mail carrying the same block is sent automatically the moment the order is confirmed. It is sent once per order and only to B2C consumers.

Note

If the order is still a quotation (not yet confirmed), the withdrawal button is not yet active — the link reports that withdrawal is unavailable until the order is confirmed.

Step 1 — The declaration form

Withdrawal declaration form (step 1)

The first step collects the declaration:

  • Consumer identity — the Your name and E-mail address fields are pre-filled from the order’s customer and can be adjusted. Both are required. The consumer identity is always taken from the order, never from the logged-in session, so guest declarations are attributed correctly.

  • Contract reference — the sales order number is shown as the contract identifier.

  • Items and quantities — a table lists every eligible line with its withdrawable quantity:

    • Untracked and lot-tracked products show a numeric quantity input, capped at the withdrawable quantity.

    • Serial-tracked products show one checkbox per shipped serial number. Selecting concrete serials is mandatory — a serial line cannot be withdrawn by quantity alone.

The consumer confirms with the amber Elállás megerősítése (“Confirm withdrawal”) button, or backs out with Mégse (“Cancel”).

Validation

If something is wrong, the form is redisplayed with a message. The form blocks, among others:

  • a quantity greater than the withdrawable amount;

  • an empty submission (no line chosen);

  • a missing name or e-mail;

  • a line whose per-line deadline has already expired; and

  • a serial-tracked product submitted without any serial selected.

Step 2 — Confirmation and proof

Withdrawal confirmation screen (step 2)

On confirmation, the system:

  1. records the exact server timestamp of the confirmation as durable proof;

  2. stores an immutable snapshot of the declaration (consumer, products, quantities, time);

  3. creates the backend withdrawal declaration record (already in Posted state); and

  4. sends the durable-medium confirmation e-mail to the address provided.

The consumer then sees a success screen showing the confirmation date-time and the withdrawal reference. Logged-in customers get a Elállásaim megtekintése (“View my withdrawals”) button; guests get a Vissza a főoldalra (“Back to home”) button.

Note

Two concurrent confirmations cannot create duplicate or over-quantity declarations: the order and its lines are row-locked while the quantities are re-validated, so a double submit is rejected.

Tracking withdrawals

Withdrawals section on the customer's RMA portal page

Logged-in customers can review their withdrawals under My Account ‣ Returns (RMA). The page lists ordinary return requests at the top and, below them, a separate Elállások (“Withdrawals”) section where each confirmed declaration shows its reference, a green Visszaigazolva (“Confirmed”) status and the submission date.

See also