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New EU rules: Make canceling easier with revocation button and stop button

Written by Marc
 

As a webshop owner or service provider, you will soon have to comply with new EU rules that make it easier for consumers to cancel their purchases and services. This means that your website or platform must offer a clear cancellation with a cancel button for products and a stop button for services.

What exactly will change?

A new EU directive was published on Nov. 28, 2023 that requires consumers to be able to cancel their purchase or service without hassle within the legal 14-day withdrawal period.

  • Withdrawal button → For physical and digital products.
  • Stop button → For services, such as online courses, coaching programs or bookings.

So customers no longer need to fill out complicated forms or contact customer service. Instead, there should be a simple, highly visible button that allows them to cancel their purchase or service immediately.

When does this go into effect?

  • Dec. 18, 2023: The directive officially enters into force.
  • Dec. 19, 2025: EU member states must incorporate the rules into their national legislation.
  • June 20, 2026: Webshops and service providers must have implemented the buttons.

What does this mean for your webshop or services?

You must offer a cancellation that is highly visible and easy to find on your website, so that customers can access this option effortlessly. In addition, the feature must remain available for the full 14-day cancellation period so that consumers have sufficient time to review their decision. Finally, cancellation should be quick and easy, with no hidden steps or cumbersome processes that make it difficult to revoke a purchase or service.

A practical example

Suppose you sell online one-time access to an online webinar. Under the new rules, there must be a stop button that allows customers to cancel their order if they decide not to use it after all within the 14-day withdrawal period.

Another example: you have a web shop selling electronic gadgets. For example, if a customer buys a pair of headphones and within the withdrawal period decides he doesn't want them after all, there should be a withdrawal button that allows him to easily cancel the order without customer service intervention.

While this new requirement may seem like extra work, it can actually build trust with customers. A clear and simple cancellation method makes your online store or service more trustworthy and makes consumers feel more secure with their purchase.

What can you do now?

It makes sense to start thinking now about how best to integrate cancellation into your website. Inform your customers clearly and test the features regularly to make sure everything is running smoothly.

Want to know more? Then check out the official documents on the EUR-Lex website.