Withdrawal button in PrestaShop: 2026 guide
PrestaShop gives you merchandise returns (RMA) in the back office — but that is not the withdrawal button that Directive (EU) 2023/2673 made mandatory on 19 June 2026. This guide explains the difference and shows the shortest path to compliance.
1. RMA is not the withdrawal function
PrestaShop includes “merchandise returns” (RMA): the customer, logged into their account, requests a return and the store approves it. Useful — but it does not satisfy the new law. The withdrawal function of Directive (EU) 2023/2673 requires a button that is permanently visible on the store (not hidden in the account area), usable without login, in 2 steps, with an automatic acknowledgement email. RMA also does not generate the time-stamped acknowledgement the law asks for.
2. What the law requires
Since 19 June 2026, anyone selling to consumers in the EU needs: an unambiguous label (“Withdraw from the contract”), permanent visibility for the 14 days after delivery, an obstacle-free request (no account, no justification, no phone call) and confirmation of receipt on a durable medium. The official form remains as an alternative. The consequences of non-compliance are covered in our guide on fines and penalties.
3. Your options in PrestaShop
You can build your own module or adapt the theme: a dedicated page + public form + transactional emails — feasible with a developer, but every theme or platform update becomes a compliance risk again. Or you can use an external service that runs the whole process and connects to your store.
4. The automatic route
Voxpack integrates with PrestaShop: connect the store and every shipment automatically generates the customer portal — no password — with the 2-step withdrawal button, deadline countdown, official form and acknowledgement emails for both sides. The permanently visible storefront badge is added with a single snippet in the theme (ready to copy). And, as on every platform, Voxpack’s core works for you: voice verification of each order before it ships, so returns caused by errors fall off a cliff.
Key takeaways
- PrestaShop’s RMA requires login and approval — it does not satisfy the withdrawal function.
- The law asks for a permanently visible button, no login, 2 steps and an acknowledgement email.
- A custom module is feasible but fragile at every update; an external service automates everything.
- Voxpack connects to PrestaShop and generates portal + acknowledgements at every shipment.
Comply with the law — automatically — and ship without errors
Voxpack generates the customer portal with the two-step withdrawal button and the confirmation emails, and it also verifies every order by voice before it ships. Try it free for 7 days or 50 orders, no card required.
Get a free trial →