# 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.

Source: https://shopassist.coec.dk/docs/orders-and-identity/returns-and-withdrawal · Updated 2026-10-01

*(Starter and up)*

## Return modes [#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 [#intents]

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 [#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`](/docs/troubleshooting/sync-issues#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](/docs/compliance/consumer-law).