Digital consumer regulation in Europe is undergoing a historic change. With the transposition of EU Directive 2023/2673 and the introduction of Article 54-bis in the Italian Consumer Code, all B2C e-commerce businesses now have a mandatory obligation: integrate a guided digital system that allows customers to exercise the right of withdrawal.
The deadline to be compliant is set for 19 June 2026. Those who do not comply risk heavy financial penalties from the Antitrust Authority and the legal extension of the withdrawal right for the customer up to 12 months.
If you run an online store, here is what you need to know and how Open2b helps you comply.
Withdrawal and Return are not the same thing
Often in everyday language they are confused, but there is a clear difference:
- Withdrawal is the legal right to "cancel the contract" within 14 days. It can be exercised even before the goods have been shipped. In this case there is no return logistics: the merchant only needs to stop the order in the warehouse and refund the customer.
- Return is the physical and logistical handling of goods that are sent back to the sender, which happens only if withdrawal is requested after the parcel has already shipped or been delivered.
The new law clearly states that e-commerce must allow digital withdrawal in every case, both for orders already fulfilled and those still being processed.
The "Two-Step" rule and the issue of guest users
The regulation prohibits forcing users to register on the site in order to buy. This means the withdrawal system must work perfectly for both registered customers and those who purchase as "Guests" (Guest Checkout).
To avoid accidental withdrawals and guarantee maximum transparency, the legislator imposed a mandatory flow in two steps, with precise wording:
- Step 1 (Activation): The customer must be able to click a link or button (in the account area, in the site footer, or in the order confirmation email) marked with a wording as precise as possible, such as "Withdraw from the contract here".
- The identification form: This link takes the user to a page where they enter the minimum data needed to identify the order (Name, Order Number, Email).
- Step 2 (Confirmation): At the bottom of the form, the user submits the request by clicking the "Confirm withdrawal" button. The system then generates an automatic receipt email with the exact date and time (timestamp), sent both to the merchant and the customer.
What Open2b does for its customers: a universal, compliant solution
To help our merchants become compliant, we have prepared the option of a customization on the current design:
- The public withdrawal page: Within the Open2b platform a dedicated public page will be available. This page hosts a secure form in which the customer (registered or guest user) enters their Name, Order Number, and the Email used for the purchase (with an optional notes field).
- Integrated two-step flow: The system will connect the entry links on the site (e.g. in the order confirmation email or in the personal area) with the wording "Withdraw from the contract here", enabling at the bottom of the form the final "Confirm withdrawal" button.
- Automation and traceability: When the user clicks "Confirm withdrawal", the Open2b platform will instantly send an email notification to the merchant (to allow them to stop the shipment in the warehouse or start return procedures) and an official receipt to the customer with a legally compliant timestamp.
Advanced Return Management: the added value of the Advanced versions
If the new public page brings all merchants into compliance with the withdrawal button requirement, those who need full logistics control can rely on the power of Open2b Advanced versions.
The Advanced versions of Open2b Commerce Ready also natively include the advanced return management function for products already shipped and delivered. This means that, in addition to receiving the legal withdrawal notice, Advanced e-commerce guides the registered customer step by step through the return shipment of goods directly from their account area, automating reverse logistics statuses and easing the merchant's work.
How to activate the feature on your Open2b e-commerce
The software component and the logic of the withdrawal page will be integrated into the Open2b platform. For activation on your online store, it is important to distinguish two cases:
- New stores or standard layouts: The feature will be included and configurable; you will need to download the updated version of the graphic templates provided. After that, it will be enough to create a new page in the back office using the new template page ("contract-withdrawal.html"), and populate the page with the desired content, for example:
Withdraw from the contract
If you have placed an order, you have the right to withdraw from the contract without giving any reason within 14 days of receiving the product, except for cases excluded by law. For exercising the right of withdrawal, fill out and submit the form on this page within the required timeframe. After submitting, you will receive confirmation of your request with the date and time of receipt.
PS: Any custom functions currently present in the template will need to be restored.
- Existing sites with custom design: For customers who already have a live e-commerce with their own graphic template and want to keep it, the page integration, form styling, and link placement (in the footer, transactional emails, or user area) will require a customization intervention by our technicians, aimed at ensuring correct display and design continuity of the site.
Note: We remind you that integrating the technical tools provided by the platform is a support for store management, but verification of the overall legal compliance of your e-commerce (including drafting Terms and Conditions texts) remains under the direct responsibility of the merchant and their legal advisors.
The countdown to 19 June 2026 has begun. Do not be caught unprepared.
Contact us today to request a quote for graphic compliance on your site or to discover the benefits of our Advanced versions.
With the platform and services of Open2b, you can design and develop the perfect e-commerce for your business, structured from the start to sell worldwide.