Effective June 19, 2026, EU Directive 2023/2673 requires merchants selling online to EU consumers to provide a withdrawal button on their storefront. When a customer uses this button, they are exercising their legal right to cancel a purchase within 14 days of receiving their order.
This article explains how to handle those requests on the Portless side.
Things to keep in mind
A refund is the minimum obligation. Merchants selling to EU consumers are required to have a refund policy in place to accommodate withdrawal requests.
Cancellations made in Shopify do not automatically sync to the Portless WMS. You must cancel in the Portless Portal or contact Support separately.
Cancellation is a request, not a guarantee. If an order has already entered fulfillment or a tracking number has been generated, it may not be possible to stop the shipment. Please see Reviewing Order Status When Requesting Changes for more information.
Self-serve cancellation in the Portal is available for non-bonded warehouse merchants only.
Before the order is delivered
If a customer submits a withdrawal request before their order has arrived, act as quickly as possible to stop fulfillment.
Note for orders shipped through the VN bonded warehouse: Once a First Mile or Last Mile tracking number has been generated, the order can no longer be cancelled, even if the status still shows as "In Progress." Contact [email protected] as early as possible.
If your store is on non-bonded inventory, visit this page for self-help options.
After the order is delivered
If a customer submits a withdrawal request after already receiving their order, there is nothing to cancel on the Portless side. The order has already been fulfilled and shipped.
In this case: