Reference: Configuration Parameters, Statuses and Rejection Reasons

This article is the compact lookup reference for Withdrawal Management: all widget embed parameters and data attributes, the configuration options in the Management Portal, the case statuses, the rejection reasons, and a short FAQ. For explanations and context, follow the links to the detailed articles.

Please note: This article summarises legal requirements for orientation purposes only. It is not legal advice. If you need advice on your individual obligations, we recommend consulting a lawyer.

Embed configuration parameters (JavaScript snippet)

These parameters are set in the trWithdrawalButton config in your shop. See "Integrating the Widget into Your Shop" for full code examples.

Parameter	Required	Description
url	yes	Your personal widget URL from the Management Portal. Identifies the widget configuration.
selector	yes	CSS selector for the element(s) that open the withdrawal modal on click. Any CSS selector works.
lang	no	Enforces the modal language for this placement. If omitted, the customer's browser language is used.
primaryColor	no	Accent color of the modal as a hex value, for example #448EE4.
fullName	no	Prefills the customer's name (single-order pages).
reference	no	Prefills the contract reference, for example the order number.
email	no	Prefills the email address for the receipt confirmation.
reason	no	Prefills the optional withdrawal reason. Must never be required.

Data attributes (multi-button mode)

These attributes are set per element, for example per order in an order list. See "Integrating the Widget into Your Shop", option 3.

Attribute	Description
data-withdrawal-button	Marker attribute used by the selector.
data-fullname	Prefills the customer's name for this element.
data-email	Prefills the email address for this element.
data-reference	Prefills the contract reference for this element.
data-reason	Prefills the optional withdrawal reason. Can be omitted.

When prefill data is passed, the widget can jump directly to step 2 (confirmation). The confirmation click always remains mandatory.

Widget configuration in the Management Portal

Configured per widget on the Frontend page. See "Setting up a Withdrawal Widget".

Setting	Description
Name	Internal name of the widget, for example the shop or sales channel.
Button label	Default "Withdraw from contract". Custom labels must remain unambiguous (section 356a BGB).
Reference fields for auto-matching	Which references (for example order number, invoice number) are considered when matching a submission to an order.
Withdrawal deadline	The withdrawal period used for the automatic deadline check, based on the verified item-level delivery date.
Redirect after successful withdrawal	Continue into the Self-Service Portal (withdrawal return) or show a closing confirmation only.
Email templates	Receipt confirmation, successful assignment, rejection. See "Email Communication and Templates".
Sender and SMTP	Sender name, sender address and optional own SMTP per widget.
Data retention	Retention period for withdrawal cases of this widget, within the system-wide maximum.

Case statuses

See "Processing Withdrawal Cases" for the full lifecycle.

Status	Meaning
received	Withdrawal submitted and confirmed by the customer, not yet matched to an order. Forms the manual queue.
assigned	Case is matched to an order, automatically or manually.
rejected	Case was rejected, automatically (duplicate, period expired) or manually with a documented reason.
completed	Case fully processed, including the follow-up withdrawal return where applicable.

Rejection reasons

The rejection reason controls the dynamic text in the rejection email to the customer and is stored in the activity log.

Reason	Trigger
Duplicate	Automatic: a withdrawal for the same reference and email combination already exists.
Period expired	Automatic: the withdrawal period, calculated from the verified item-level delivery date, has ended.
No matching order	Manual shortcut: no order could be found for the submitted data.
Further reasons from the catalogue	Manual: selected by your team in the rejection dialog, with an optional internal note.

FAQ

Can we make the withdrawal reason a required field? No. Section 356a paragraph 2 BGB conclusively defines the permitted mandatory fields (name, contract reference, electronic communication medium). The reason is always optional.

Does the customer need to log in to use the withdrawal button? No. The widget works without any authentication, which also covers guest checkouts. Prefill in the logged-in area is an optional convenience.

A customer submitted the invoice number instead of the order number. Manual work? Not if the invoice number is configured as a reference field for auto-matching. See "Setting up a Withdrawal Widget".

Why was a case with an undelivered parcel not auto-rejected as expired? Delivery is determined at item level. For orders shipped in multiple parcels, the withdrawal period only starts when the last item has been received. See "Introduction to Withdrawal Management".

What happens if a customer withdraws by phone or letter? Customers can always withdraw through other channels; the button is an additional mandatory option. Record the declaration as a manually created case so it is documented like any widget case. See "Processing Withdrawal Cases".

The customer says the rejection was wrong. What now? A rejection documents your operational decision, it does not decide the legal validity of the withdrawal. Review the case (activity log, delivery events), assign it manually if an order can be found, and involve your legal counsel if the dispute persists.

What do customers see if the module is deactivated? Embedded buttons show an unavailable state instead of failing silently. Cases, logs and configurations are retained and become accessible again after reactivation.

Does a submitted withdrawal already include the shipment back to us? No. The declaration is the legal step. The physical return follows as a withdrawal return, either via the Self-Service Portal redirect or created by your team from the case. See "Self-Service Portal Handover".