E-Commerce News

[raiwa]

Avoid implementing it exclusively in the customer login area.

Then how do you know which order to cancel?

The time lapse between placing the order and dispatch/shipping is normally small and it would be unusual to have more than one order pending for a client.
So: check if only one order is pending -> cancel it. If more than one order is pending-> link to account orders.

[ecartz]

So: check if only one order is pending -> cancel it. If more than one order is pending-> link to account orders.

No. You're missing the point. They're not logged in (part of the situation as described). How do we know which client's order needs to be cancelled?

If they are logged in, it's straightforward. Some of the workflows may be weird, but not difficult. Without login, we would need a context where the order can be identified.

[Vaddalapam]

Explained in english what the law wants:
https://www.fieldfisher.com/en/location ... ed-to-know

[azpro]

This is the most important part:

Only if the original contract could only be concluded via an app or a customer account would it be permissible to link the withdrawal button to downloading the app or logging into the customer account. However, especially for orders placed as a guest, withdrawal must be guaranteed without prior login.

[ecartz]

This is the most important part:

Only if the original contract could only be concluded via an app or a customer account would it be permissible to link the withdrawal button to downloading the app or logging into the customer account. However, especially for orders placed as a guest, withdrawal must be guaranteed without prior login.

Right. So Purchase without Account would have to support cancellation without login. Core Phoenix won't (as it requires login to complete the purchase).

PwA can require the customer to enter their username (email address) and order ID to perform the cancellation.

When the consumer clicks on the withdrawal button, they must be redirected to a page where they can enter their name, the contract they wish to withdraw from, and their contact details in a structured form.

contract: order ID
contact details: email address

[raiwa]

No. You're missing the point. They're not logged in (part of the situation as described). How do we know which client's order needs to be cancelled?

Yes, I understood wrong here:

Avoid implementing it exclusively in the customer login area.

I understood outside the account area, but the user to be logged in.
For not logged in users, the cancel button in the footer area doesn't make sense to me. The only action it could perform is to link to the login form.

PwA can require the customer to enter their username (email address) and order ID to perform the cancellation.

When the consumer clicks on the withdrawal button, they must be redirected to a page where they can enter their name, the contract they wish to withdraw from, and their contact details in a structured form.

contract: order ID
contact details: email address

I'm not sure if cancelling the order with order ID and E-mail address only is enough to protect from unauthorized use and compliant with data protection laws.

I thought I could add a link into the guest order confirmation mail which links to a new guest order page (instead of account_history_info.php). The access would be protected by the guest order token (included as a link parameter). The same is already used to link to the guest write review page. It would be anyway good to have this guest order page even without the cancel order possibility.

In addition a direct link to cancel the order can be added to the order mail. Also protected with the guest order token as a link parameter.

Thoughts?

[Fiber]

I've already made a start. Orders that have already shipped can't be canceled that way, and would have to go through returns (which isn't happening yet, but one thing at a time). I still need to test more.

[Vaddalapam]

I just can't understand your point of view about shipped or not, because EU regulations do not set apart.

[burt]

Shipped or not, the customer can still cancel, it just means extra processes;

NOT SHIPPED:
Customer Cancels.
Shopowner Refunds.

SHIPPED:
Customer Cancels.
Item needs to be returned by Customer (who pays for return).
Return (when it arrives at shopowner) needs to be processed.
If all is well?, Shopowner refunds.
What if the item got damaged in shipping? Who is at fault? WHat if the item is used by the customer - can they still cancel ?

I'd suggest there is a lot more to it than what is seen at first glance.



EG:
Customer orders a dress.
They wear it to a party, it gets stained.
They cancel.

THen what?

[Vaddalapam]

Anyway, the right of withdrawel and the regulations, will not change, they are the the same last year, today , and after june 2026, the button is new, the law stays as it is. Clients use the button instead of the withdrawel form.