Returns and withdrawal
Return requests in the chat, how the assistant handles the statutory right of withdrawal and defect complaints, and your withdrawal form link.
Return modes
- Shopify: platform return, send a request — Return requests need the optional read_returns and write_returns permissions.
- Magento 2 / Adobe Commerce: platform return, send a request
- WooCommerce: send a request
- PrestaShop: platform return, send a request
- Any store (Generic: script tag, Push API, feeds): send a request, platform return — platform needs the Generic RPC op returns.create
| Mode | What happens |
|---|---|
Request to your team (request_only) | The request is sent to you with the items and reason |
Platform return (platform) | A return request is created on your platform (Shopify returns, PrestaShop merchandise returns, Adobe Commerce RMA) for you to approve |
Three different things
The assistant keeps these apart, because the law treats them differently:
| Shopper wants | Handled as |
|---|---|
| To withdraw (changed their mind within 14 days of delivery) | The statutory right of withdrawal: no reason needed |
| To return under your return policy | Your voluntary policy, quoted from your knowledge base |
| To complain about a defect | The legal guarantee (at least 2 years in the EU), never "the return window has passed" |
Withdrawal
When a shopper wants to withdraw, the reply always contains your withdrawal form link ("Withdraw from contract here"), your return policy if known, and either a return proposal or an offer to talk to a person. The assistant never says the shopper "can't" withdraw; if your rules make an order ineligible, it explains your policy and offers your withdrawal form and a person.
Set the link in Orders & actions → Returns → Withdrawal form URL (HTTPS on your store). EU stores with returns or cancellations enabled and no link get the warning withdrawal_function_missing.
After a confirmed withdrawal, the shopper receives an email that confirms the date and time of the statement.
See also consumer law.
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Cancellations
Let shoppers cancel orders in the chat as a request to your team or directly on the platform, with your rules for status, time and value.
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