New legislation mandates B2C e-commerce platforms to offer a visible digital "withdrawal button" for easy purchase cancellations. The process requires minimal customer information and immediate confirmation, ensuring cancellations are valid within 14 days, excluding certain products and sales types.
New E-Commerce Rule: "Cancel Order" button in Italy
Public
Italy
Author: Nikolina Basić
Category:
Fiscal subject related
Views:
64
Content accuracy validation date:
01.07.2026
Content accuracy validation time:
08:05h
In accordance with the latest changes in legislation, all B2C (business-to-consumer) e-commerce platforms must provide a clear, digital "withdrawal button" allowing customers to cancel their purchases easily online.
The new law, built into the Consumer Code, targets everything from major online marketplaces and single-brand web shops to shopping apps and social media commerce.
The goal of the regulation is to make canceling an online order as simple as making the purchase. The process must follow a specific sequence:
- Easy Access: The function must be highly visible and clearly labeled with phrases like "withdraw from the contract here." It must be available to the customer for the entire return window (usually 14 days).
- The "Once Only" Rule: If a customer is already logged into their account, the seller cannot force them to re-enter details the site should already know.
The customer fills out a simple form with their name, order number, and how they want to receive their confirmation.They must click a final button explicitly labeled "confirm withdrawal" to officially send the request. The seller must automatically send a digital receipt (like an email) showing the exact date, time, and details of the cancellation. As long as the customer clicks "confirm" before their 14-day deadline expires, the cancellation is legally on time—even if the seller doesn't open the notification until days later.
The rule only applies to businesses selling to final consumers (B2C). It does not apply to:
- Business-to-business (B2B) sales.
- Offline contracts (like phone sales or door-to-door agreements).
- Products legally excluded from returns, such as sealed hygiene products that have been opened.
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