Withdrawal in Tracking and Returns

From June 19, 2026, EU retailers have to give shoppers a clearly labeled, easy-to-find digital function for exercising their right of withdrawal — separate from returns, available for the full 14-day window after delivery, with a timestamped acknowledgment sent on a durable medium like email.

Ingrid's new order withdrawal capability brings this into the surfaces you already use for tracking and returns, so shoppers see one consistent experience and your team has one place to manage it. There's no parallel system to build or maintain, and every withdrawal request is captured, timestamped, and documented automatically.

If you're new to Ingrid: we’re the delivery intelligence platform that helps retailers design, A/B test, and execute delivery strategy across the entire customer journey. From checkout and tracking, to returns to exchanges. The following product update explains how the capability lands for retailers already on the platform; if it sounds like the right fit, book a demo and we'll walk you through it.

Withdrawal is being delivered in phases ahead of June 19, 2026. The first pieces are live today, and the customer-facing UI, dedicated email templates, and 14-day countdown are in design and development. Talk to your CSM about the timing for the pieces relevant to your setup.

How it fits your current Ingrid setup

The capability adapts to whichever combination of Ingrid products you have today. The button appears wherever you already use Ingrid, and the flow behind it depends on whether you have Ingrid Returns.

Tracking only

‍Ingrid hosts the entry point in your tracking surface and sends the shopper to your own withdrawal form to complete the request. You stay in control of the form, the confirmation, and the email.

Returns only

‍Ingrid handles the whole shopper-facing flow inside the Returns widget — the form, the confirmation, and the timestamped acknowledgment email. You provide the entry point on your own site.

Both Tracking and Returns

‍Ingrid runs the journey end to end. The order withdrawal CTA lives in your tracking surface, the request happens in the Returns widget, and Ingrid sends the acknowledgment.

Checkout only

‍Withdrawal unlocks by adding Tracking or Returns.

What shoppers and your team get

For shoppers, a clearly labeled ‘Withdraw from purchase’ CTA appears in the Tracking widget, the Tracking page, or the Returns widget — whichever surface you have — and only when the order is genuinely eligible. The request itself is a clean cancellation, and the timestamped acknowledgment is automatic.

For your team, every withdrawal is visible in the Ingrid Platform with a clear withdrawal label and dedicated filters, so you can include, exclude, or isolate withdrawals for reporting. The withdrawal flag also flows to the wider systems Ingrid already feeds, so CRM, finance, and analytics get the signal without anyone building a parallel pipeline.

What's available today, what's coming next

Available today: the Ingrid Platform indicators, the withdrawal flag on the data Ingrid passes back to your systems, and the underlying setup for the Returns widget in withdrawal mode.

Coming ahead of June 19, 2026: the shopper-facing copy and banners in the Returns widget, dedicated email templates with per-locale overrides configurable in the Ingrid Platform, the 14-day countdown shown to shoppers in tracking and the Returns widget, and the withdrawal CTA itself in tracking surfaces.

How to get started

Already using Ingrid Tracking, Returns, or both? Talk to your CSM to pick the pattern that fits your setup and plan the rollout against June 19. They'll walk you through what's live, what's coming, and what you can stand up first. Full setup details, including integration notes for your engineering team, are in the Knowledge Center.

New to Ingrid? Book a demo to walk through the capability with our team and map the fastest path from where you are today to a compliant flow ahead of June 19.