New rules for online stores: what you need to know about the mandatory withdrawal button

What does this mean for your online store?

If your online store sells products or services to consumers, these rules most likely apply to you too. 
You may need to adjust your ordering or returns process. The Netherlands Authority for Consumers & Markets (ACM) has urged online retailers to update their stores in time to meet the new requirements. If customers don’t have a clear way to withdraw, you risk complaints, legal exposure, and possible enforcement action by regulators.

What exactly is a withdrawal button?

The withdrawal button lets consumers cancel a purchase or service online within the statutory 14-day cooling-off period. It must be easy to recognize and labeled with text such as “cancel contract here.” The button doesn’t replace the existing model withdrawal form. Instead, it gives consumers an additional, easy-to-use way to exercise their right of withdrawal.

How does the process work?

Clicking the withdrawal button doesn’t cancel the order right away. The process involves several steps:

1. The consumer indicates they want to cancel the contract.

2. The online store sends a confirmation of the request.

3. Once the consumer confirms, the return or termination period begins. 

What should online stores watch out for?

The ACM stresses that the withdrawal button must be clearly visible and easy to find. Consumers shouldn’t face unnecessary obstacles when canceling a purchase, and the feature must remain available for the entire cooling-off period.

The good news: there are several ways to meet this requirement. If you’re on Magento, dedicated modules let you add the withdrawal button to your existing online store with relatively little effort.

Using a returns platform such as Returnless? You can set up the required functionality there as well, so you comply with the new legislation while keeping your returns process user-friendly.