The customer flow is a short, three-step process that works in any theme and even without JavaScript. This article walks through each step so you know exactly what your customers experience.

Step 1: Find the order

A guest enters their email address and order number to locate the order. A logged-in customer has their details prefilled and can pick from their recent orders instead. For security, a lookup only succeeds when the email matches the order, and failed lookups return a generic message so order details are never revealed.

Step 2: Choose items and an optional reason

The customer confirms their name, selects which items to withdraw (the whole order by default), and may add a reason and a message. By law you cannot require a reason, so both fields are clearly marked optional, with a note reminding the customer they do not have to give one.

Step 3: Confirm

The final step shows a summary of the declaration and a separate, clearly labelled Confirm withdrawal control. This separate confirmation is a requirement of the rule: the withdrawal is only submitted when the customer actively confirms on this step.

The receipt

Immediately after confirming, the customer sees an on-screen receipt and receives the same receipt by email on a durable medium. It records the items, the exact date and time in GMT, the order, and a receipt fingerprint that both the customer and the store can verify later.

Every completed request then appears in your admin queue, ready for review.