FAQ
Does the add-on make my store compliant?
Section titled “Does the add-on make my store compliant?”It helps you provide the online withdrawal function: the labelled button, the two-step statement with “Confirm withdrawal” and the acknowledgement with the date and time. Whether your store meets the rules also depends on your terms, your pre-contract information, the goods you sell and the national law of the countries you sell to. The add-on does not give legal advice; please have your setup reviewed by your legal adviser.
Can I change the button texts?
Section titled “Can I change the button texts?”Yes. They are language variables (kv_returns_portal.withdraw_button and kv_returns_portal.confirm_button) in Administration → Languages → Translations. Keep them unambiguous; the directive uses “withdraw from contract here” and “confirm withdrawal”.
Do customers need an account?
Section titled “Do customers need an account?”No. Guests enter the order number and the order e-mail, or use the link from their order e-mail. Signed-in customers pick an order from their list.
Must the customer give a reason?
Section titled “Must the customer give a reason?”No. The reason is optional and can be hidden (empty reason list).
What happens to orders that have not shipped?
Section titled “What happens to orders that have not shipped?”With Cancel whole orders that have not shipped on, a whole-order statement changes the order to the cancel status you chose. Partial statements and shipped orders are not cancelled. Refunds are always made by you.
Does it work without the RMA add-on?
Section titled “Does it work without the RMA add-on?”Yes. The register is the record of each statement. With RMA active, a return request is also created so you can use the RMA screens for the return itself.
Which date starts the withdrawal period?
Section titled “Which date starts the withdrawal period?”By default the time the order reaches a “delivered” status (Complete). You can switch to the latest shipment or to the order date. Until the start is known the link stays available. If you sell goods that arrive in several deliveries, set the “delivered” status only when the last part has arrived.
The withdrawal period is over. Can customers still send a statement?
Section titled “The withdrawal period is over. Can customers still send a statement?”With Accept statements after the period on (default), yes: the statement is accepted and flagged After the period, and you decide. With it off, the form shows the end date and refuses the statement. The withdrawal link disappears from the account and e-mails after the period either way.
Is the confirmation a “durable medium”?
Section titled “Is the confirmation a “durable medium”?”The add-on sends the statement, the reference and the submission date and time in an e-mail and attaches a confirmation document the customer can keep; the same document can be downloaded after the confirmation. Ask your adviser whether this suits your situation.
Does it work with the full page cache of CS-Cart 4.21?
Section titled “Does it work with the full page cache of CS-Cart 4.21?”Yes. The footer strip and the block are static links, the withdrawal pages are never cached, and opening them writes nothing to the session.
GDPR: what personal data is stored, and how long?
Section titled “GDPR: what personal data is stored, and how long?”Each record holds the name, the e-mail address, the order, the items, an optional reason and comment, the IP address and the times. This documents a statement you received. Set Delete closed records after (days) to your retention period (0 keeps them) and mention withdrawals in your privacy notice. The rate limit stores only a hashed IP address for 24 hours.
What happens if the license lapses?
Section titled “What happens if the license lapses?”The basic withdrawal function keeps working: the button and links, the statement for the whole order, the acknowledgement e-mail with the HTML confirmation, the store notice and the register. The extras switch off: selecting items, reasons and comments, automatic RMA requests and cancellations, the PDF confirmation, the box in order e-mails, the register filters and the CSV export. Once the license is valid again, everything works again.
The admin panel shows a license notice.
Section titled “The admin panel shows a license notice.”Open Add-ons → Manage add-ons → EU Withdrawal Button & Returns Portal → Settings → License. The status line says what is wrong: no key, a key for another add-on, a revoked license or a domain the license does not cover. Fix it and click Check now. See License.
Does the add-on work on my staging copy?
Section titled “Does the add-on work on my staging copy?”Yes. Subdomains of your licensed domain (for example staging.yourstore.com) and local development hosts (localhost, private IP addresses, *.local, *.test) are covered by the same license.
Does the license check slow down my storefront or checkout?
Section titled “Does the license check slow down my storefront or checkout?”No. The check runs in the admin panel or from cron, once a day. The storefront never runs it.
Still stuck?
Section titled “Still stuck?”Work through the troubleshooting guide, then contact support with your CS-Cart version, edition, PHP version and the add-on version (1.0.0).