Right of withdrawal and Ångra köp

With the withdrawal function the customer withdraws from a purchase without a reason.

Where: Storefronts › [storefront] › Returns for the settings. Orders › Returns for the cases.

#Turn on

The withdrawal function exists in every storefront where Sells to consumers is on. The switch is in the Customers card under Storefronts › Returns and is on from the start. Turn it off only if every buyer is a business.

The withdrawal function exists even when Customers can start a return from their order page is off. Swedish law requires a clearly labelled withdrawal function for the whole withdrawal period. It must have a confirmation step, require no reason and give a dated receipt by email (distansavtalslagen 2 kap. 10 a §).

#What the customer sees

• The Ångra köp link at the bottom of every page, in the checkout footer and in the designer's preview. An English-language storefront shows Withdraw from purchase (Ångra köp). The theme cannot remove the link.
• In the footer the link is in the terms column. With a custom footer design, or without a footer, it is on a line of its own. If the footer has fewer than three columns, the returns policy and the contact page are also in the terms column.
• The link leads to /orders/withdraw with the heading Ångra avtalet här / Withdraw from contract here. The customer enters name, order number and email.
• The customer sees what is withdrawn. The whole order is preselected, and the customer can lower the quantity. A service of its own, such as gluing a racket the customer sent in, is offered but not preselected. The customer can give a reason.
• The customer confirms under Bekräfta att du ångrar köpet / Confirm that you withdraw from the purchase.
• The order page has the Ångra köp button in the Ångra eller reklamera card. It asks only for the name. On a shipped order Reklamera en vara is next to it, see Complaints.
• At the top of the form the choice Vad gäller det? (What is it about?) offers Ångra köp, Reklamera fel eller skada and, with the returns portal on, Returnera varor. The customer can switch without losing the items chosen. If the customer picks the reason Faulty or damaged or Wrong item sent, the page shows Is the item faulty? Report a fault instead. The withdrawal can still be sent.
• An add-on or a service that belongs to an item goes with the item and is not chosen on its own.

The customer gets the case number on the page and a receipt by email. The receipt has date and time (Swedish time), the name, what was withdrawn and the customer's comment. It goes to the address the customer gave at the lookup, otherwise to the order's address. The confirmation step shows the address, masked when the customer came through the link in an order email. If the order has no email, the page shows The order has no email address, so no confirmation can be emailed. Keep this page with the reference, the date and the time.

If the receipt does not go out, BunStack tries again, up to 6 times over 2 days. This applies even when you have already handled the case. You get a notification for every failed send.

When the customer sends it themselves, the receipt page and the Returer och reklamationer card on the order page have the field Tracking number (optional), once you have sent the parcel. You get the Return tracking notification when the customer adds a number.

The order confirmation and the shipped email have a line about where the withdrawal function is. The checkout also has a line about it. The Ångerrätt & returer and Köpvillkor templates describe it.

#Handle a withdrawal

A withdrawal gives the notification Withdrawal R-… received. The notification says how many units have not shipped and whether the withdrawal came after the window. The case is in Orders › Returns and shows as the Withdrawal R-… card on the order.

• Units that have shipped or been collected become return lines. Handle them as a return, see Returns.
• Units that have not shipped become a cancel request. The card shows them under Not shipped yet — cancel request. Do not ship them.
• The Return shipping row shows who pays the return shipping. The customer pays until you choose We pay the return shipping…, see Returns.

You settle the cancel request on the order:

• If nothing has shipped: press Cancel order.
• After a partial shipment: press Release the rest of the payment.

Both buttons are on the card when the order allows them. They open the same dialogs as ⋯ Actions. The case then closes as CLOSED, with the line Closed when the order was cancelled. or Closed when the rest of the payment was released. The timeline says Withdrawal R-… closed with the order, and the customer sees Avslutad on the order page (Closed on a shop in English). If Cancel order makes a refund, the case closes as REFUNDED. So does a case on an order you refunded through Refund before Cancel order. If the customer has paid for the units, it closes when the refund has gone through, or with Mark refunded. A cancel request has neither Send return label, Mark received nor Refund.

BunStack never cancels the order itself when the customer withdraws before delivery. You do.

#Late cases

BunStack never refuses a withdrawal or return after the window. The card gets the OUTSIDE OUR WINDOW stamp, and you decide.

The law counts 14 days from delivery of the last parcel. Without a delivery date BunStack counts from the last shipment plus 7 days. The card then says Came in after …, counted from the last shipment plus 7 days for transit: no delivery date is known. Check the delivery before you reject.

The drafted reason names the return window and the day it ran out. If BunStack counted the window from the last shipment, the reason gives no day. A withdrawal opens without a drafted reason.

#Paused or private storefront

A paused storefront shows the unknown-address page on every address. This includes the withdrawal function and the order pages.

Warning: Pause closes Ångra köp. The law requires the withdrawal function for the whole withdrawal period. Make the storefront private under Access if you want to stop sales.

A private storefront that sells to consumers keeps /orders, the order page and the return and withdrawal pages open without a member code. See Access groups and private storefronts.

#Orders from a previous shop

Orders from the weeks before a move can be inside the withdrawal period. They are not in BunStack, so /orders and /orders/withdraw do not find them.

1. Open Storefronts › Returns.
2. Turn on Take withdrawals for orders placed before the move in the Orders from your previous shop card.
3. Enter the move date in Orders placed before. The default is 10 November 2026.

The setting saves at once. It exists only when Sells to consumers is on. Keep it on for at least 60 days after the move. The card shows until which date.

Where an order lookup finds nothing, the storefront shows Beställt före 10 nov?. An English-language storefront shows Ordered before 10 Nov?. The link leads to /orders/withdraw/earlier, with the same heading and confirmation step as the withdrawal function. The customer enters the old order number, name and email, and can write what the withdrawal covers. Empty means the whole order.

The customer gets a receipt with date and time, the order number, the name, what is withdrawn and the return address. If the receipt does not go out, BunStack tries again, as for a withdrawal.

The receipt and the rejection are in the storefront's language on the day the withdrawal came in. BunStack saves the language with the withdrawal, so a later change of the storefront's language does not change them.

You get the notification Withdrawal for earlier order … received. The cases are at the top of Orders › Returns under Withdrawals for orders from your previous shop. Open cases count in returns to handle.

1. Check the order in the old platform and refund there.
2. Press Mark handled, with a note if you want. Or press Reject with a reason.

Reject emails the customer the reason you write, with the ARN paragraph when Sells to consumers is on. Resend rejection email sends it again. Mark handled and Reopen do not email the customer, and the note on Mark handled is never shown to the customer. Reopen opens the case again.

#See also

• Returns
• Complaints