At CopeCart it is important to us that you as a vendor have a positive experience with your customers. For this reason, we would like to introduce you to CopeCart's transparent and customer-friendly right of withdrawal.
The right of withdrawal
When purchasing products through CopeCart, there is a right of withdrawal. This means that the Buyer has the right to withdraw from the purchase contract within a certain period of time without giving any reason, as long as the Buyer has not waived his right of withdrawal on his checkout page.
The Vendor assumes the obligation to refund the product price to a customer. The customer, on the other hand, either loses his access to the digital product or is obliged to return the physical product to the Vendor.
At CopeCart, the withdrawal period for each product is set at 14 days by default.
Exception: If the Vendor has not made any other setting in its product overview.
Waiver of the right of withdrawal
No right of withdrawal means that a buyer must waive their right of withdrawal in order to purchase this product. Waiving the right of withdrawal protects against returns, but chargebacks can still be made because they are initiated by the bank. You can find out more about this in this article: SEPA Payments.
This option can be selected for products or services when the performance of the contract has begun with the prior express consent of the buyer and with the recognition that he loses his right of withdrawal.
In some cases, it is important that the Vendor can provide us with proof of performance
Special cases
A chargeback reverses funds, but this is not the same as a refund.
Read more about chargebacks.
The main difference between refunds and chargebacks is that you can only request the former within the cancellation period, while you can initiate the latter up to eight weeks after the purchase.
If the purchased product does not have a withdrawal period or a customer has waived their right to withdraw, a customer (or the customer's bank) can still initiate a chargeback.
Possible reasons for chargebacks include:
insufficient funds in the customer's account.
the customer's account has been frozen
the customer has provided incorrect account information
the customer has objected to the SEPA direct debit
the customer believes that the vendor has not fulfilled its part of the agreement
It doesn't matter what payment method the customer used to purchase a product, as SEPA, PayPal, or card payments can all be disputed.
For further questions, feel free to contact our support team.
Best regards
Your CopeCart Team