Yabber

@DRMasterChief Whether a customer sends an email via the contact form or through an email client, it’s always just sending emails with no integration with the store’s functionality. This doesn’t automate any operations in the store and requires labor-intensive handling by store staff. There are industries where the return rate reaches as high as 40%. At a company like Zalando, they have to process thousands of returns every day. So the number of canceled orders will also be enormous.

@vir The module you're promoting includes the following description: “This module adds a withdrawal request button to the order detail page in the customer account.” So I assume that the customer must be logged in to submit a request to cancel an order. There isn't a demo of the module, so it's hard to say much more about how it works. I provided the WooCommerce and Shopware examples to show that in every e-commerce application, the customer must be logged in to manage their orders. Without logging in, the only option is to send emails to the store.

@vir When processing a return, the customer simply selects the items to be returned and, if necessary, adjusts the quantity (they don’t have to return all the items). What is difficult about this interface, and what could be simplified? What aspect of this procedure is inconsistent with EU directives? Is it true that, under EU directives, a customer can cancel an order at any time (even 10 years after purchase), the store must refund 100% of the payment, and the customer does not have to return any products?

@DRMasterChief You are confusing two completely different procedures: "Order Cancellation" and "Order Return". If the order has not yet been shipped, the customer can cancel the order, and the store will issue a 100% refund for the order. If the store has already shipped the order, there can be no question of canceling it. In that case, the "Return" procedure is followed. The customer sends the products back to the store, the store checks whether the products are damaged or used, and only then issues a refund for the order, minus the shipping costs incurred by the store. In Thirtybees, the order return functionality is very well implemented. We configure the timeframe allowed for order returns; the minimum period required by law is 14 days, but many stores set it to 30 days or even 60. Thirtybees automatically monitors the timeframe allowed for returns. Of course, both procedures must be described in the store’s terms and conditions.

German Shopware store app. Extension: "Order Revocation for Customers", a legally compliant implementation in accordance with EU Directive 2023/2673. The customer LOGS IN to their order dashboard and sees a “Revoke” button for the relevant order.

@DRMasterChief You yourself described this feature as not wanting a "Cancel order" button for orders, but rather buttons that lead to a contact form where the customer can submit a request to cancel the order. To me, these are two completely different features. This standard contact form includes everything you need. There is a "Subject Heading" field, and in the store's contact settings, you can create a contact titled "Order Cancellation". There is a field for the customer's email address, an "Order Reference" field, and a "Message" field where the customer can enter their request to cancel the order. Many stores are already implementing advanced AI-based automation procedures to minimize operating costs. If your store relies entirely on manual email communication, you won’t stand a chance against these fully automated stores.

@DRMasterChief What you want to implement in your store doesn’t require any changes to Thirtybees or any additional modules. You want a button that links to a contact form where the customer must submit a request to cancel their order. Just add a link or button anywhere in your store that leads to the standard contact form, and that’s it. And since this solution has nothing to do with the functionality of the "Cancel order" button, has no integration with the store, and doesn’t automate any actions in the store (such as automatically changing the order status), that’s a different matter. What you’re proposing is just plain old email writing. The customer has to write an email providing all their details, then the store staff has to read that email and take some further action on the order. And this whole "canceling orders without logging into the customer’s account" thing is total nonsense. Hackers will be canceling all the orders in the store every day. There are no safety measures in this solution. Here’s an example of how it’s done in WooCommerce: https://woocommerce.com/products/customer-order-cancellation-for-woocommerce/ The customer logs into their account, sees a list of their orders, and on that list there’s a "Cancel order" button—they don’t have to spend an hour filling out confusing forms where they have to provide all their personal information. In my module, I implemented this as follows: the "Cancel order" button is always visible in the store's navigation bar; when the customer clicks it, they are taken to their order list and can cancel the order with a single click. In the module’s configuration, you can exclude order cancellations for virtual products and customer personalized products; by law, such products are non-returnable. When the customer clicks the "Cancel order" button, the order status is automatically changed to "Order canceled". Many electronic payment gateways offer automatic refunds when the status is changed to the one specified in their configuration—in this case, we achieve 100% automation of store operations that require no action from store staff.

@DRMasterChief What you're trying to do has NOTHING to do with a quick “Cancel Order” button. It's just a link to some confusing contact form where customers have to spend an hour writing out lengthy requests.

@Alex Hansen It should be noted that all integrations and modules operate on standard attribute combinations. If you use a non-standard solution, it will not be compatible with anything.

Can't standard attribute combinations be used? The solution devised by Prestashop and adopted by Thirtybees is completely unsuitable for a large number of combinations. However, a few or a dozen attribute combinations can be handled.

This is the number of records in the database being sold, not the number of users. One user may have hundreds or thousands of records in the database.

As for the “Guest Shopping” order mode, this option is not compliant with all EU directives on personal data protection and consumer rights: - the customer has no access to their personal data stored on the store's server, - the customer cannot edit their personal data, - the customer cannot submit a “right to be forgotten” request, - the customer cannot return purchased products (they must convert their guest account into a standard customer account). In addition, the “Guest Shopping” order mode is a terribly customer-unfriendly option. Customers have to laboriously fill in dozens of their personal and address details with every purchase. So if someone uses the “Guest shopping” mode in the store, they don't need the “Cancel order” button, because one more or less crime doesn't make a difference.

Canceling an order is not the same as returning an order - they are two completely different processes. A customer who has no information about their order is not a customer. Can you log into your bank account without any login information? You can't make this feature so that hackers from all over the world can cancel all orders in our store. This is my own module running on the displayOrderDetail hook - it is visible in standard customer and guest orders. The screenshot shows a simple configuration of the module. Of course, for orders that have the status “Order shipped” or “Delivered,” there can be no question of canceling the order. For such orders, the customer should make a standard return after receiving the shipment.

Such a leak of customer data could result in huge fines for Prestashop. This is probably why the previous owners sold Prestashop so quickly.

@DRMasterChief It won't be a "Cancel order" button, but a confusing contact form where the customer has to fill in dozens of pieces of information. This was certainly not the intention of the creators of this law. The customer clicks on the "Guest Tracking" link and sees a single "Cancel order" button, which changes the status of the order in the store to "Order canceled". And that's it.