Axoli Withdrawal Button & Order Withdrawal Requests

# Configuration Guide

This guide is intended for shop operators and administrators setting up and operating **Axoli Withdrawal Button & Order Withdrawal Requests**.

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## 1. What the plugin does

The plugin adds:

- a **withdrawal form** in the storefront (modal),

- **entry points** in the account menu, footer and order list,

- **central management** of all withdrawal requests in the administration,

- **email notifications** to customers and your team,

- a **tracking page** where customers can view processing status.

Most settings are configured **per sales channel**. For example, you can enable the feature in your B2C shop and disable it in a B2B channel.

---

## 2. Installation and activation

### Via the Shopware Store (recommended)

1. Log in to the **administration**.

2. Open **Extensions → Store**.

3. Search for *Axoli Withdrawal Button & Order Withdrawal Requests* and install the extension.

4. Activate the plugin under **Extensions → My extensions**.

5. Clear the cache under **Settings → System → Caches & indexes → Clear caches**.

> **Note:** Depending on your hosting, storefront assets may rebuild automatically after activation. If buttons or the admin module do not appear, contact your host or run `./bin/build-storefront.sh` and `./bin/build-administration.sh` on the server.

### Manual installation (ZIP)

If you received the plugin as a ZIP file, extract it to `custom/plugins/AxoliOrderWithdrawal` and run on your Shopware installation:

```bash

bin/console plugin:refresh

bin/console plugin:install --activate AxoliOrderWithdrawal

bin/console cache:clear

```

---

## 3. Opening plugin configuration

1. **Settings → System → Plugins → My extensions**

2. Select *Axoli Withdrawal Button & Order Withdrawal Requests*

3. Click **Configure**

4. Select the desired **sales channel** at the top

All settings below apply to the currently selected sales channel. Repeat configuration for each additional channel you use.

---

## 4. Settings in detail

### Enable withdrawal functionality

Enables or disables the entire storefront feature for the selected sales channel.

| Setting | Default |

|---|---|

| Enabled | Yes |

**When disabled**, the form, buttons and new storefront requests are hidden or blocked. **Still available:** the administration module, existing tracking links and processing of ongoing requests.

---

### Withdrawal period (days)

Defines how long the withdrawal button is shown in the **account order list**.

| Setting | Default |

|---|---|

| 14 days | Yes |

- **Positive number** (e.g. 14): Button appears only within this period after the order date.

- **Leave empty or set to 0:** No time limit – button always shown (as long as no request exists yet).

**Calculation:** The period starts on the order date and ends at the **end of the last day**. Example with 14 days and order on 1 June: withdrawal possible until 15 June, 23:59.

The period applies to both button display and form submission. When a matching order exists in the system, its **actual order date** is used.

> **Legal notice:** Adjust the period to your withdrawal policy. The plugin does not replace legal advice.

---

### Sender name for outgoing emails

Display name of the sender for customer emails and internal notifications.

| Setting | Default |

|---|---|

| Widerrufsservice | Yes |

---

### Notification recipients for new requests

Email addresses notified for each **new** withdrawal request.

- Enter multiple addresses **comma-separated**, e.g. `returns@my-shop.com, service@my-shop.com`

- **If empty:** The sales channel shop email is used (*Settings → Basic information → Shop email*)

The notification contains order number, customer data, message and a link to the request.

---

### Show withdrawal button in account menu

Shows a button in the **header account dropdown** that opens the withdrawal form. For logged-in customers, name, email and phone are pre-filled.

| Setting | Default |

|---|---|

| Enabled | Yes |

---

### Show withdrawal button in footer

Shows a link to the withdrawal form in the **footer service area**. Visible to all visitors, including guests.

| Setting | Default |

|---|---|

| Enabled | Yes |

---

### Cancel order automatically when withdrawal is accepted

When a withdrawal request is set to **Accepted**, the linked order can be cancelled automatically.

| Setting | Default |

|---|---|

| Disabled | Yes |

**Requirements:**

- The request must be linked to an order.

- The transition to “Cancelled” must be allowed in Shopware for the order.

The action is logged in the request history.

---

### Button colours

For **account menu**, **footer** and **order list**, background and text colour can be set separately.

**Leave empty** to use your theme colours.

---

### Right of withdrawal URL

Link to your **withdrawal policy** page. Used in the required checkbox of the form (“I have read the right of withdrawal …”).

**Example:** `https://www.my-shop.com/right-of-withdrawal`

> **Important:** Enter this URL before go-live.

---

## 5. Storefront – What your customers see

| Entry point | Configuration | Audience |

|---|---|---|

| Account dropdown (header) | Account menu button | Logged-in customers |

| Footer | Footer button | All visitors |

| Account order list | Automatic (if active & within period) | Logged-in customers |

| Sidebar “Withdrawal requests” | Always (if active) | Logged-in customers |

### Order list

- **Withdrawal button:** Appears next to the order number when no request exists and the period has not expired. The form is pre-filled with order data.

- **Status badge:** If a request already exists, a badge shows the processing status (e.g. “Withdrawal: Under review”).

### Withdrawal form – Required fields

- First name, last name, email

- Order number, order date

- Confirmation of withdrawal policy (checkbox)

**Optional:** Phone, message, file attachments (PDF, PNG, JPG, JPEG, WEBP, GIF – max. 10 files at 10 MB each).

### Captcha

The form uses captchas enabled in Shopware. Configure them under **Settings → System → Captcha**.

### Guests and existing customers

- **Logged in:** Data is taken from the customer account.

- **Guest:** Manual entry; matching via order number and email within the sales channel.

Only **one** withdrawal request per order is possible.

---

## 6. Setting up emails

### Customer emails

Under **Settings → Email templates** you will find two customisable templates:

| Template | When sent |

|---|---|

| Order withdrawal: confirmation | After new request |

| Order withdrawal: status update | On note/status change from administration |

**Available placeholders:** First name, last name, order number, order date, status, tracking link, note text (on updates).

### Internal notification

For each new request, the configured **notification recipients** (or shop email) receive an email with request details.

### Sender

The **sender name** comes from plugin configuration. The sender **address** is taken from your sales channel mail settings. Ensure email delivery (SMTP) works in Shopware.

---

## 7. Reference numbers

Each withdrawal request receives a sequential number, e.g. **WID-10001**.

Adjust under **Settings → Shop → Number ranges** → type *Withdrawal requests*.

---

## 8. Processing requests in the administration

### Open module

**Orders → Withdrawal requests**

### Statuses

| Status | Typical meaning |

|---|---|

| Requested | New, unprocessed request |

| Under review | Being reviewed |

| Waiting for return | Awaiting return shipment |

| Accepted | Withdrawal accepted |

| Declined | Withdrawal declined |

### Recommended workflow

1. Review new request (download attachments, link order if needed)

2. Update status

3. Add **note to customer** if needed and optionally send by email

4. Close: **Accepted** or **Declined**

### Additional features

- **Manual creation** of requests (e.g. after phone call)

- **Link order** or remove link

- **Internal comment** (visible to your team only)

- **History** with timestamp and actor

- **“Withdrawal” badge** in order list and block in order detail view

---

## 9. Permissions for your team

Under **Settings → System → Users & permissions → Roles** the **Withdrawal requests** permission is available:

| Level | Rights |

|---|---|

| Viewer | Read requests |

| Editor | Edit requests, upload attachments |

| Creator | Create new requests |

| Deleter | Delete requests |

**Recommendation:** Service staff get Viewer + Editor; team leads additionally Creator.

---

## 10. Customer tracking page

After submission, customers receive an email with a **personal tracking link** showing current status and notes from your team.

**Guests** must additionally verify with email and order number.

**Logged-in customers** also find their requests under **My account → Withdrawal requests**.

Tracking links work even if withdrawal functionality is later disabled for a channel.

---

## 11. Embedding the form in CMS pages

You can open the withdrawal form from your own pages:

**Simple button:**

```html

    Submit withdrawal

```

**With pre-filled order number:**

```html

        data-axoli-withdrawal-url="/axoli-withdrawal/modal?orderNumber=10001&orderDate=2026-06-01">

    Withdraw order 10001

```

**Alternatively:** Any link targeting `#axoli-withdrawal-modal` opens the form.

---

## 12. Multiple sales channels

| Scenario | Solution |

|---|---|

| B2C active, B2B inactive | Disable “Enable withdrawal functionality” in B2B channel |

| Different periods | Own withdrawal period per channel |

| Dedicated service email | Own notification recipients per channel |

| Separate branding | Own button colours per channel |

---

## 13. Go-live checklist

- [ ] Plugin installed and activated

- [ ] Per sales channel: withdrawal functionality enabled

- [ ] Right of withdrawal URL entered and reachable

- [ ] Withdrawal period aligned with your process

- [ ] Notification recipients or shop email verified

- [ ] Email templates checked in all shop languages

- [ ] Test withdrawal as guest and customer

- [ ] Tracking link and account overview tested

- [ ] Staff roles assigned permissions

- [ ] Optional: auto-cancellation consciously enabled or disabled

---

## 14. FAQ

### Withdrawal button does not appear in order list

- Is withdrawal functionality enabled for the sales channel?

- Has the withdrawal period expired?

- Does a request already exist for this order?

- Clear cache and reload the page.

### Customer does not receive email

- Are email templates present?

- Does SMTP delivery work in Shopware?

- Check spam folder.

### Order not cancelled on “Accepted”

- Is “Cancel order automatically when withdrawal is accepted” enabled?

- Is the request linked to an order?

- Does the current order status allow transition to “Cancelled”?

### Plugin update fails in admin

Run the update via console:

```bash

bin/console plugin:update AxoliOrderWithdrawal

bin/console cache:clear

```

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*Axoli Withdrawal Button & Order Withdrawal Requests · *