Shopping Cart
There are no more items in your cart
The native return management of PrestaShop is not sufficient to fully comply with the obligations introduced by the new directive, as it is designed to handle the physical return of goods, not the formal declaration of withdrawal by the consumer.
The right of withdrawal requires a dedicated, accessible, and traceable flow that allows the customer to communicate their intention without obstacles, even if they purchased as a guest and even before the order has been shipped or delivered. Furthermore, the merchant must be able to keep a documented proof of the request, with a certain date, a receipt sent to the customer, and an orderly management of the status of the case.
For this reason, a simple return of goods is not enough: a specific tool for online withdrawal is needed, separate from the logistics of product returns and designed to protect both the consumer and the seller.
Management of the Right of Withdrawal for PrestaShop is the module designed to add a dedicated digital flow for the right of withdrawal to your e-commerce, separate from the normal management of returns.
The native function of PrestaShop for returns is useful for managing the physical return of products, but it is not designed to collect a formal declaration of withdrawal from the consumer. The right of withdrawal requires a clear, accessible, and documentable path, with confirmation of the request, a receipt sent to the customer, and orderly management of the case from the back office.
With this module, the customer can exercise the withdrawal through a guided procedure, while the merchant retains a more complete record of the request received, reducing operational confusion and risks of manual management.
Why use a dedicated module for the right of withdrawal
The withdrawal is not a simple return of goods. It is a communication through which the consumer declares the intention to withdraw from the purchase within the stipulated terms. For this reason, it should not be managed merely as a request for return subject to normal logistical approval.
Management of the Right of Withdrawal for PrestaShop allows separating the moment of the declaration of withdrawal from the subsequent operational management of the return of the product, offering a clearer process for both the customer and the seller.
- Dedicated withdrawal flow: the customer finds a specific path to communicate their intention.
- Management separate from native returns: the module operates independently from PrestaShop's standard "Returns" function.
- Greater traceability: the request is recorded and managed with dedicated statuses.
- Documentable receipt: the customer receives a PDF receipt of the request made.
- Support for guest orders: even those who purchased without registering can access the withdrawal flow.
Main features
Withdrawal for registered customers
The registered customer can access the withdrawal request from their account area and from the order details when the order is eligible.
Withdrawal for guest customers
Those who purchased without creating an account can identify the order via order reference and email address, still accessing the procedure.
PDF receipt sent via email
At the end of the procedure, the module generates a dated PDF receipt, sends it to the customer, and makes it available for download.
Clear management from the back office
Withdrawal requests are collected in a dedicated section of the back office. The operator can consult the case, verify its details, and update the status based on operational progress.
The module provides dedicated statuses to follow the case after the customer's declaration:
- Waiting for the package: the request has been received, and the seller is waiting for the possible return of the product.
- Package received: the goods have been returned and are ready for checks.
- Return rejected: the case is closed negatively for documentable operational reasons.
- Return completed: the procedure has been completed correctly.
During the status update, it is possible to send an email communication to the customer, including a note from the merchant. This way, the management remains more orderly and transparent.
Also suitable for orders not yet shipped or delivered
One of the most common limitations of standard return management is the logic oriented towards the return of goods after delivery. The right of withdrawal, on the other hand, may need to be exercised even when the order has not yet been shipped or delivered.
This module allows managing the withdrawal as an autonomous declaration from the customer, separating it from the logistical phase. The seller can then correctly register the request and decide how to manage the order from an operational standpoint.
Configurable exclusions
Each store may have products, categories, or customer groups that require specific rules. For this reason, the module includes various exclusion options, especially useful in complex catalogs or stores that sell to both private customers and professional customers.
- Exclusion by categories: allows excluding products belonging to certain categories from the withdrawal.
- Exclusion of orders from customers with a VAT number in the billing address
- Exclusion by customer groups: useful for differentiating consumer, B2B, reseller, or special groups.
- Exclusion by order statuses: allows preventing requests on canceled orders or in non-eligible statuses.
- Exclusion of virtual products: allows hiding digital or downloadable products from the withdrawal flow.
- Exclusion for individual products: configurable directly from the product sheet, with any internal motivation.
PDF receipt and traceability of the request
At the end of the procedure, the module generates a PDF receipt of the declaration of withdrawal. The document is sent to the customer via email and can be downloaded from the confirmation page.
The module also calculates an SHA-256 hash of the generated PDF, thus preserving a technical reference useful for the integrity of the document. This helps the merchant maintain a more documentable management of the requests received.
Compatibility
| Platform | PrestaShop |
|---|---|
| Compatible versions | PrestaShop 1.7.6 - 8.2 and PrestaShop 9.x |
| Module type | Administrative and front-office management of the right of withdrawal |
| Guest customer flow | Yes, via order reference and email address |
| PDF receipt | Yes, with email sent to the customer |
| Back-office management | Yes, with dedicated request statuses |
Who it is recommended for
Management of the Right of Withdrawal for PrestaShop is suitable for merchants, web agencies, and consultants who want to offer customers a clearer withdrawal process compared to the simple native return function.
It is particularly useful for e-commerce that sells to end consumers, stores that allow guest purchases, catalogs with products excluded from withdrawal, mixed B2C/B2B stores, and businesses that wish to maintain a more orderly proof of the requests received.
The module helps to technically manage the online withdrawal flow, but does not replace legal advice on sales conditions, applicable exclusions, and specific policies of the individual store.
A more professional management of online withdrawal
Using the native return of PrestaShop as the only tool for the right of withdrawal can create confusion between the consumer's declaration and the logistical management of the product. This module was created to fill that gap, offering a separate, traceable path that is more suited to the current needs of e-commerce.
With Management of the Right of Withdrawal for PrestaShop, the store can provide customers with a clear procedure, receive more orderly requests, and manage the process from the back office with greater control.
