Order Withdrawal Management

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EU Consumer Rights Directive · Article 11a withdrawal button

EU Right of Withdrawal for Sylius 1 & 2

Order Withdrawal Management: let your customers withdraw from a purchase online in two clicks, and triage every request from your Sylius admin. Built by Emagma, Premium Sylius Partner.

Under the EU Consumer Rights Directive (2011/83/EU), online shoppers have a 14-day right of withdrawal, often called the cooling-off period. Your shop has to give them a way to exercise it and confirm receipt on a durable medium.

From 19 June 2026, Directive (EU) 2023/2673 goes further: its new Article 11a requires online shops to offer a dedicated online withdrawal function, the so-called "withdrawal button", followed by a timestamped acknowledgement of receipt.

This plugin provides that mechanism for Sylius, with a clean withdrawal form for your customers and a simple triage workflow for your team.

Key features of the withdrawal plugin

Online withdrawal form for your customers

• A withdrawal form linked from your shop footer. No account or login needed.
• Full or partial withdrawal, with a detail field for partial requests.
• An instant, timestamped acknowledgement email on a durable medium, as proof of their request.
• An email when their withdrawal is confirmed.

Withdrawal request management for your team

• A notification email for every new request, sent to your channel's contact address by default.
• A filterable list of all withdrawal requests in the admin panel, under Customers.
• A detail page with three clear actions: take in charge, confirm, or reject.
• Each request records which channel and language it came from, so multi-store and multilingual shops are covered.

Built to fit your Sylius shop

• English and French included; other languages can be added with translation files alone, no code.
• Templates and emails can be overridden to match your brand and wording.
• Developers get a state machine, domain events and a notifier interface to plug it into your existing processes.
• No JavaScript or front-end build required.

See it in action

Video demos

Shop demo: submitting a withdrawal request

Backoffice demo: triaging withdrawal requests

Video not loading? Open the shop demo or the backoffice demo directly. Developers can also run a self-contained Docker demo, with sample data and a mail catcher, in a few minutes: see the GitHub repository.

Screenshots

The withdrawal form on the storefront

The withdrawal requests list in the admin panel

A single request with its available actions

Documentation & support

A full user guide and developer guide are available on GitHub. Report bugs or suggest features through GitHub issues, or ask the community on the Sylius Slack.

Made by Emagma

Emagma has been building bespoke e-commerce projects with Sylius for over ten years. Based in Toulouse, France, we are a Sylius Premium Partner, Artisan Partner and Official Training Partner. Open-sourcing this plugin is our way of giving back to the ecosystem we build on every day.

Need customization or professional support?

Want to link requests to real orders, connect them to your returns process, or adapt the workflow to your business? We can tailor the plugin to your shop and provide priority support on your project. Contact us at [email protected] or visit emagma.fr/sylius.