Online cancellation form in the online shop

In this article

The EU Directive 2023/2673 requires companies operating an online shop to provide a cancellation button. The aim is to ensure that consumers can cancel online contracts just as easily as they were concluded. A general summary of the topic can be found here.  

This article is intended for e-guma customers in the EU area who use the voucher system and/or the product shop.

Cancellation button in the online shop

As soon as you store either the e-guma template or your own custom text in the settings of your voucher or product shop under the right of cancellation, the cancellation button will automatically appear in the footer of your online shop. If no separate cancellation policy is defined, the button will not be displayed. Once the button and the cancellation form are active, an adapted version of the cancellation policy will be used. 

For customers outside the EU area, the cancellation button can be activated upon request. 

Filling out the online form

Customers can access the online form directly via the cancellation button and submit their cancellation request there.

The following information is required:

  • Personal details
  • Order number

Providing a reason for the cancellation is optional. By submitting the form, the cancellation request will be transmitted.

There is no automatic verification of the information provided (e.g. whether the order number exists or whether the cancellation period has been complied with).

Email notifications

Once the request has been successfully submitted, the customer will receive a confirmation email stating that the cancellation request has been submitted. 

Your business will also receive a notification that a new cancellation request has been received. This email contains all relevant information required to process the cancellation.  

Processing cancellation requests

After receiving the cancellation request, you are responsible for reviewing and processing it. Open the corresponding order in e-guma and check whether the legal cancellation period is still valid. 

Cancel the order if the cancellation is valid. If the order falls outside the cancellation period, you may decide individually whether the order should still be cancelled. 
Then inform the customer about the measures taken.