Where's the self-serve order cancellation (EU only)?

Shopify Discussion
1

This topic applies to businesses selling in the EU only.

Hi all,

On 11 June we received an email from Shopify about an upcoming change in EU regulations stating that consumers must be able to easily self-cancel their orders. This law came into effect on 19 June.

In the same email, Shopify states that it will introduce:

“a self-serve flow - coming on June 17 - which you can enable to allow your buyers to request cancellations for items before they are fulfilled. You will be able to view and process these requests in your admin, and we will inform you through the admin when this feature is ready.”

So my question is, where is this feature located? I would expect this to sit within the customer’s account. I have been searching but couldn’t find anything.

Anybody know anything about this?

Thanks.

Olaf

2

Hey @Olaf2 you can check out Shopify’s changelog announcement, which also links to some guides for how to use it:

3

Brett’s link is the right one. To actually switch it on it lives under Settings > Returns, same place as self-serve returns, and the cancellation rules sit right next to your return rules rather than as a separate cancellation toggle. One thing worth knowing for the EU side: it’s request-based, the buyer asks and you approve in admin. For unfulfilled orders the law wants cancelling to be about as easy as ordering was, so if those requests sit for a day or two you can still technically fall short even with the feature on. It also only covers pre-fulfillment. Are you trying to cover just unfulfilled orders, or also the 14-day withdrawal window after delivery?

4

Hi all,

Thank you for your reply and I apologise for not being specific enough.

We already configured the change in the back-end as well as updated the policy document.

But my question, is where do customer initiate such a return request or cancellation of their order? Thanks.

5

The easiest answer is to go to your store as a customer and try it out.