Understand withdrawal exclusions

Use this article when staff need to explain why a customer can or cannot use the withdrawal flow.

What the withdrawal flow checks

When a customer submits a withdrawal, KORONA Event evaluates each order item. These conditions exclude an item or change how it is handled:

Condition	Effect
Outside the 14-day period	Statements submitted after the 14-day withdrawal period are not eligible.
Already withdrawn	An item that was already withdrawn cannot be withdrawn again.
Dated leisure service	Tickets for a specific date or time are excluded, unless the product is marked Third-party resale.
Product without a withdrawal right	Products with the Withdrawal category set to No withdrawal right are excluded.
Redeemed voucher	A redeemed voucher is excluded. A redeemed value voucher stays eligible but always goes to manual review.
Service already used	Used tickets or a service the customer started early can extinguish the right, when Collect early-start consent during checkout captured the customer's consent.
Manual review flag	Products with Always require manual withdrawal review stay eligible but route to the review queue instead of automatic handling.

Unexcluded items, vouchers, and merchandise remain eligible; merchandise always goes to manual review.

Per product: open the offer and review its Withdrawal settings — Withdrawal category, Collect early-start consent during checkout, Always require manual withdrawal review, and Third-party resale.
Per shop: open Shops > shop > Checkout and review Show withdrawal flow. Hiding the flow requires the opt-out attestation. When the flow is shown, customers reach the withdrawal page from the shop footer.
Submitted statements: open Sales > Withdrawals to review statutory withdrawal statements and follow up on cancellation or refund work.

Check	Why it matters
Offer type	Dated services, vouchers, and merchandise have different treatment, as listed above.
Submission date	The 14-day period and the event date affect eligibility and operational options.
Product settings	The product's Withdrawal category and consent settings decide the exclusion.
Order state	Canceled, paid, refunded, and expired orders need different handling.
Payment state	Refund path depends on how the customer paid.
Legal text	Customer-facing wording must match the organization's policy.

Staff can point to the configured customer flow and escalate policy questions instead of making legal decisions from the order screen.

Problem	What to check
Customer cannot find withdrawal link	Shop footer, checkout configuration, published legal documents, and correct shop domain.
Withdrawal button should be hidden	Account policy, checkout configuration, and required attestation where applicable.
Customer submits withdrawal for excluded item	The exclusion conditions above, then follow approved policy and document the decision in Sales > Withdrawals.