Since 19 June 2026, EU law requires online stores that sell to consumers to offer an online way to withdraw from a purchase. Poltura has this built in and it is on by default, in every return mode.
Your store has a page titled "Withdraw from contract here". It is linked from the footer of every page and from each order. A customer enters their name, email address and order number, and may add the items and a message. They do not have to sign in and do not have to give a reason.
When the customer confirms:
- The store shows the exact statement with its date, time and time zone.
- The customer gets the same content in an acknowledgment email. It confirms that the statement arrived, not that the withdrawal is valid.
- The statement is stored unchanged, together with the evidence: when it was sent, when it was acknowledged, the IP address and the browser.
- Poltura matches the statement to an order by the order number and the email address.
- In the Full workflow mode a matched statement opens a return of the Withdrawal type. You handle it like any other return.
Read a statement
Open Orders, choose Returns and select Withdrawals.
Choose a tab: All, Unmatched or Matched. Use the search box to look for a name, an email address or an order.
Click a statement.
Read the Statement. It is exactly what the customer confirmed and received by email, and it cannot be edited. Copy statement copies the text.
Check Consumer, Order and Evidence beside it. View order opens the matched order and View return opens the return that was created.
The list shows Statement, Consumer, Order, Items, Order match and Submitted. A statement that names no items is for the Whole order.
Match a statement to an order
A statement stays Unmatched when the order number or the email address the customer typed does not fit any order. The statement is still valid and still counts from the moment it was sent.
Open the unmatched statement.
Look at As typed to see what the customer entered, and find the right order in Orders.
Under Match to an order, enter the Order number.
Select Match.
The statement shows Matched and a link to the order. In the Full workflow mode a return is opened for it.
Handle the withdrawal
Open the return from View return and follow Handle a return. A withdrawal differs from an ordinary return in a few ways:
- It cannot be rejected as a whole. Items that cannot be returned stay on the return and are flagged.
- No return shipping fee and no restocking fee is charged.
- The refund is due 14 days after the statement was sent. The return shows Refund due by with the date, and Refund due soon or Refund overdue as the date gets close.
In the other return modes no return is opened. Handle the withdrawal yourself and pay the customer back with a refund on the order.
Switch the withdrawal function on or off
Open Settings and choose Returns under Store settings.
Under Withdrawal function, switch Offer the withdrawal function on or off.
Select Save.
Good to know
- Statements cannot be edited or deleted. They are your evidence of what the customer declared and when.
- The acknowledgment email is sent even when the order cannot be matched.
- The statements of an order are also listed on the order page under Withdrawal statements.
- Your team gets a notification in the admin about every new statement.
- The statement's time is written in the time zone of the store and names the zone. See time zone.
- This page describes what the product does. It is not legal advice. Ask your lawyer how the withdrawal rules apply to your products.
If something goes wrong
- "No order with this number." Check the order number in Orders and enter it as it appears there.
- No return was opened for a matched statement. Your return mode is not Full workflow. Change it in Return settings or handle the withdrawal by hand.
- A customer says they cannot find the page. Check that Offer the withdrawal function is on. The link is in the footer of the store.