Withdrawal button - Wontilles responds in advance to new legislative requirements

One of the key areas where the rules are frequently amended is the withdrawal process and consumer protection. In order to allow Wontilles platform clients to focus fully on their business, we have implemented a new feature that addresses these legal requirements in a systematic and upfront manner.

The modern approach to returns is no longer just about passively accepting the package, but about making the whole process as easy as possible for the customer and the e-shop itself. A properly set up withdrawal process increases the credibility of the merchant and eliminates the clerical errors that often arise from manually transcribing data.

Intelligent form saves time for customers and administrators

The basis of the new functionality is an intuitive form that minimizes the room for error on the part of the shopper. The form requires the entry of first name, last name, order number and email address. It is the checking of the order number that is the key security and organizational element - the system validates the match and will not allow a request to be sent with a non-existent identifier.

During development, we were mindful of practical scenarios that arise in everyday operations. It often happens that a customer places an order from one email, but wants to communicate about the return from another. The Wontilles system fully reflects this situation and allows you to enter any email address, while the phone number and email are automatically paired with the data from the original order.

One-click pre-fill

The user experience is enhanced by the ability to automatically pre-populate the form directly from the order details. This feature is available for both registered users after login and for non-registered customers via a unique link in the confirmation email.

Two processing modes according to the return deadline

The algorithm behind the form automatically evaluates the age of the order and selects one of two scenarios accordingly. This split significantly reduces the burden on the e-shop's customer support, as full automation occurs for clear cases.

1. Expedited Request: automation within the legal deadline

If the customer returns the goods within the statutory 14-day period (or within an extended period defined by the e-shop itself in the settings), the accelerated mode is activated. In this case, the system identifies the withdrawal claim as automatically admissible. The customer will receive an email immediately after the dispatch with full instructions on how to proceed and where to send the goods.

The e-shop operator is informed of this fact by an informative e-mail, but does not have to take any active steps towards the customer. The whole process is autonomous until the physical delivery of the shipment to the warehouse.

2. Standard request: Individual assessment

In situations where the order is older than the defined deadline, the system switches to standard mode. Although the customer can submit the form, he is informed in advance that his request will be assessed individually.

The customer only receives a confirmation of receipt of the request, while the e-shop administrator receives a detailed email with all the details from the form and a contact link. In this case, it is necessary for the e-shop staff to contact the customer to agree on the next course of action - for example, a claim or an above-standard exchange.

Email notification system for perfect overview

Effective communication is the key to successful returns. To avoid confusion and support line queries, the new feature includes four types of automated notifications:

• Customer Confirmation (Expedited): Includes immediate shipping instructions.
• Information for e-shop (expedited): Notification that a customer has initiated the return process.
• Customer Confirmation (standard): Notification that the request has been received and will be processed by a staff member.
• E-shop documentation (standard): Complete data required for manual processing of the request after the deadline.

This structure ensures that both parties have the correct information at all times. In addition, the e-shop has a better overview of the expected volume of returns thanks to this data, which facilitates capacity planning in the warehouse.

Sharp deployment with TopKraft client

We don't take new legislative rules lightly, so we didn't wait until the last minute. As a model example of our rapid implementation, the TopKraft e-shop is already the withdrawal button fully functional and available to all customers. We have designed the entire process to be as intuitive as possible for the end user and to meet even the most stringent legal standards.

Technological development as complication prevention

Regularly updating the platform with features responsive to legislation is crucial for the stability of online business. With this step, Wontilles reaffirms its focus on the needs of clients who require a technologically advanced and legislatively clean environment. The automation of the withdrawal process is not only about complying with the law, but above all about building a quality customer service.

By removing the need to manually review every withdrawal request within the legal timeframe, companies gain the space to grow their core business. If you are interested in other ways to modernize your online sales or need help setting up your system, feel free to contact our specialists to help you implement the optimal solution.

Process modernization as a competitive advantage

The implementation of an automated withdrawal form is another important milestone in the development of the Wontilles platform. It shows that even a seemingly administrative process can be a source of efficiency and user satisfaction. Digitising these steps minimises the risk of legal disputes and increases the speed with which funds are returned to customers, which is one of the strongest factors motivating repeat purchases.

By preparing in advance for new legal requirements, Wontilles users can operate without worrying about unexpected process adjustments as legislation changes. Stability, automation and user-friendliness remain the main pillars on which we build services for our clients.