Withdrawal function

Consho provides the technology; you are responsible for the content. This page describes what Consho does; it is not legal or tax advice.

Customers can withdraw from their contract through a withdrawal function – even without the order mail. Consho refers to § 356a BGB (Germany) and § 13a FAGG (Austria) for this. The labels “Withdraw from contract here” and “Confirm withdrawal” are fixed and cannot be changed.

• On their order page: “Withdraw from contract here”, choose the whole order or individual lines, optionally a message, then “Confirm withdrawal”. The link in the order confirmation opens the page right there, without login.
• On the page with the Withdraw from contract element, without login: order number, e-mail address and name. Consho stores every declaration. If it matches no order, it is stored as not assigned and confirmed to the address entered.
• Security feature: the answer on the page is the same in every case – it does not reveal whether an order exists. After five attempts in 15 minutes, the form is blocked for a short while.

On the start point, under “Consho”, choose the “Withdraw from contract” page – a published page with the element of the same name. Not to be confused with the Withdrawal instruction: that is the legal text you also choose on the start point, and it is frozen at the purchase.

The following insert tags are available, for the footer for instance: {{consho_withdrawal_link}} sets a “withdraw from contract” link in the language of the page, {{consho_withdrawal_link::Own text}} with your own text, {{consho_withdrawal_url}} only the address. Without a page chosen, they stay empty.

In the shop configuration, in the “Withdrawal” section, there are the Withdrawal period (days), default 14, and a Delivery allowance, default 7. From these Consho estimates the end of the period: “last shipment + period + allowance”. After that, withdrawal is still possible – the customer sees the note “According to our records the withdrawal period has expired. The withdrawal will be reviewed accordingly.”, and you see the withdrawal marked as received after the window. Whether it was in time is your decision. A period of 0 switches the function off.

The customer immediately gets a mail “Confirmation of receipt: withdrawal from order …” with date, time and their declaration verbatim; you get a copy. For a withdrawal that is not assigned, the confirmation goes to the address entered and contains no order details. So that the form does not send mails to arbitrary addresses, at most 20 per shop and 3 per address go out per hour; every withdrawal is stored all the same. The withdrawal stands even if the mail fails.

Digital content that has been released can no longer be withdrawn from; services can be until the service has been performed and the customer's consent is on record. Consho brings the consent texts at the checkout; you are responsible for the wording.

If a withdrawal for such an order still comes in through the “Withdraw from contract” page, it is stored as not assigned – the page does not reveal whether the order exists. You assign it and reject it with a reason.

• No withdrawal function reachable: blocks the checkout if the shop is established in the EU or the EEA. An unpublished page, a page without the element or a protected page while guest checkout is allowed also count as missing.
• Period below 14 days with delivery to the EU: warning.
• Open withdrawals that are due: warning. How you process them is described under “After the sale”.
• Withdrawals not assigned: warning. Under “Withdrawals” you open them and assign them to an order with “Assign to an order” – prefilled with the number the customer entered. After that you process them like any other. If one belongs to no order, you close it with “Dismiss without an order” and an internal reason; the customer gets no mail about it. Withdrawals not assigned are anonymised three years after the end of the year they came in.

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