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Integrating an electronic withdrawal function in MyWebsite Now

Valid for MyWebsite Now packages with an integrated shop (from December 2022).

This article walks you through setting up an electronic withdrawal function in MyWebsite Now shops.

Note

You can find details of your contracts in your IONOS account. If you have any questions about identifying your shop version, IONOS Customer Support will be happy to help.

Overview: The order withdrawal feature in your shop

Below is an overview of the steps required to provide an electronic withdrawal function (withdrawal form, withdrawal button) in your shop. This can be used even if a customer is not logged in.

  • Enable the withdrawal function in your shop settings.
  • Create your custom link to the withdrawal form.
  • Include a link to the withdrawal form in the header or footer of your MyWebsite Now site.
  • Adjust the withdrawal periods (optional).
  • Customise your legal texts.

Enable the withdrawal function

  • Log in to your IONOS account .
  • Click on Menu > Web Projects in the title bar.
  • Click on the tile for the desired project. The Presence Suite for this project will open.
  • Select Online Shop from the Presence Suite menu bar. The shop integration will be displayed.
  • In the Shop menu, under Configuration, select Settings.
  • Under General Settings select the Cart & Checkout tab.
  • Toggle the slider under Order withdrawal request.

By enabling Order withdrawal request, each of your products is automatically assigned a 14-day cancellation period. During this period, your customers can submit a withdrawal request. The following withdrawal options are available to your customers:

  • Customer account: Your customer clicks on the Withdraw order link next to the order.

  • Order confirmation (email): Your customer clicks on the Submit a withdrawal request link in their order confirmation email.

  • The My Account page in your shop: Your customer clicks on the Request withdrawal link there. After entering the order number and the email address used for the order, and clicking Find Order, an email containing a withdrawal link will be sent to them.

The process via the My Account page in the shop is also available to customers who are not logged in. The My Account page can be accessed via the My Account link at the bottom of every shop page.

To ensure this option is easier to find and to comply with legal requirements, please include a link to it in the header or footer of your website. Additional information on this can be found in the sections below.

Create a link to the withdrawal form

  • Open the customer login page for your shop. You can access this by clicking on the My Account link in your shop. You’ll find this link in the action bar below your product overview.
  • Copy the displayed address from your browser’s address bar, e.g. https://www.example.com/my-shop/account
  • Create your personal link by appending the following text to the customer login link: ?withdrawalForm=true

The complete link will then look like this:

https://www.example.com/my-shop/account?withdrawalForm=true

Test the finished link by opening it in a new browser tab. The customer login page for your shop should appear, displaying an expanded withdrawal form in the Legal notices section.
 

Insert a link in the header or footer

In the following steps, you will add the link you created earlier in the section Create a link to the withdrawal form to a navigation element in the header or footer of your website. This ensures you comply with the legal requirement that the electronic withdrawal function must be prominently displayed and accessible without the need to log in.

  • Open the MyWebsite Now Editor.

  • In the left-hand menu bar of the MyWebsite Now Editor, select Content.

  • In the Page Content column, click on the header or footer section.
  • Hover your mouse pointer over the navigation element in the header or footer area. A toolbar will appear in the top right-hand corner of the section.
  • Click the Manage button on the toolbar.
  • Click on the Custom option.
  • Click the Add button to create a new navigation element.
  • Hover your mouse pointer over the navigation element you have just created and click the pencil icon (Edit).
  • Click on the External option.
  • Edit the page name to be Cancel contract.
  • Paste the cancellation link into the External Link field. In our example, this would be https://www.example.com/my-shop/account?withdrawalForm=true.

For further general information on headers and footers in MyWebsite Now, please refer to the Help Centre article “Header and footer”.

Adjust the order withdrawal period

If the withdrawal function is enabled in your shop, all products have a 14-day returns period by default, starting from when an order has been marked as Delivered in the shop administration.

The withdrawal period can be customised or disabled individually in the product details.

Adapt legal texts

The following legal texts on your website need to be amended:

  • Cancellation policy: Must include a reference to the electronic withdrawal function, and be adapted to the relevant sales channel. If there are several online sales channels, a separate cancellation policy is required for each channel.
  • Privacy policy: Must include information on the processing of personal data in connection with the electronic withdrawal function.

Next steps

Using the withdrawal form does not mean that your customer’s withdrawal automatically takes effect. As required by law, you must confirm receipt of the withdrawal without delay, and then review it, for example, with regard to time limits and grounds for exclusion.

Additional information

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