Daily use¶

This page shows how you process incoming withdrawals: find them, read them, set the status, record the processing steps, and write to the customer.

How a withdrawal comes in¶

The consumer fills in the form at /widerrufsfunktion on your website, in three steps.

Step 1 — enter the details. Name, email, and the order or contract number are mandatory; reason for withdrawal and remark are optional.

Step 1: the input form with name, email, and order number

Step 2 — review the details. Every entry is shown once more. The Submit binding withdrawal button is inactive at first.

Step 2: the details shown for review, with the mandatory checkbox below

Only once the consumer confirms the mandatory checkbox does the button become active. Back returns them to the input form.

Step 2 with the mandatory checkbox ticked — the "Submit binding withdrawal" button is now active

Step 3 — confirmation. The consumer is shown the case number and the time of receipt.

Step 3: the confirmation page with the case number

At that moment a withdrawal with the number WID-###### is created in Odoo, and two confirmation emails go out: one to the consumer, one to your company. Your work starts here.

Find and open withdrawals¶

Open the Withdrawals menu. The list initially shows only cases with the status New and In progress — exactly the ones that need your attention. You can tell by the preselected New or In Progress filter in the search bar.

The withdrawal list with the columns Reference, Status, Order or Contract Number, Name, Email, and Received On

Cases that are done or rejected are hidden. To see them, remove the filter by clicking the ×. Click a row to open the case.

Search for a specific case¶

Type your search term into the Search… box. Odoo then offers you what to search in; searchable are Reference, Name, Email and Order or Contract Number. On the phone, the customer will usually give you one of these.

If the case you are looking for may already be finished, remove the New or In Progress filter first — otherwise you only search the open cases.

Filter and group¶

The arrow at the right-hand end of the search bar opens the menu with Filters and Group By.

On offer are the four statuses as filters, the additional Archived filter, and the groupings Status and Website. Grouping by Website is worthwhile if you run several websites and want to see the withdrawals per shop.

The list grouped by status, with the groups Done, In Progress, New, and Rejected

The Archived filter shows exactly those cases an administrator has archived — in the normal list view they are invisible.

The list with the "Archived" filter set and one archived case

Adjust the columns¶

Above the list on the right, the column-picker icon lets you show the additional Website column. It is hidden by default.

The column picker above the list on the right, with the optional "Website" column

Read the reported details¶

Under Submitted Data (read-only) you find what the consumer reported: name, email, order or contract number, reason for withdrawal, remark, and the confirmed text of the mandatory checkbox, which appears under Confirmation Text.

The "Submitted Data (read-only)" section with name, email, order number, reason, remark, and confirmation text

Metadata shows Received On, Website Name and Language, plus the two fields Email to Customer Sent and Email to Operator Sent, which indicate whether the confirmation emails went out. As soon as you complete or reject a case, Completed On or Rejected On appears there as well.

The "Metadata" section with date received, website, language, and the two email checkmarks

This is what the complete case looks like:

An opened withdrawal with status bar, reported details, metadata, and processing area

These details are read-only

You can read the reported details but not change them. What you can edit is the status, the processing steps, and the history. The website appears as plain text, not as a link.

The order or contract number is not checked against real orders. If it matches none, that is not an error — assess the case yourself.

Set the status¶

The status bar sits at the top right, the buttons to change it just left of it.

The status bar with the "In Progress", "Mark as Done", and "Reject" buttons

Status	Meaning	How it is set
New	Just received.	Automatically, on receipt.
In Progress	You are working on it.	The In Progress button — or automatically, as soon as you tick Goods Received, Goods Damaged or Refund Instructed.
Done	Case closed.	The Mark as Done button.
Rejected	You do not accept the withdrawal.	The Reject button — or the Withdrawal Rejected checkbox.

Reset to New resets a case if you need it. Every status change is recorded in the history with date and time.

Tick off the processing steps¶

In the Processing area you record your progress with five checkboxes. Next to each ticked box, the date and time appear.

The "Deadline Passed" and "Goods Received" boxes ticked with timestamps, status "In Progress"

Checkbox	What it means
Deadline Passed	In your judgement, the withdrawal period has expired.
Goods Received	The returned goods have arrived.
Goods Damaged	The returned goods are damaged.
Refund Instructed	You have initiated the refund.
Withdrawal Rejected	You do not accept the withdrawal.

The system enforces three rules for you:

Goods Damaged can only be ticked if Goods Received is ticked. As long as it is not, the box is greyed out and cannot be clicked.
Refund Instructed and Withdrawal Rejected are mutually exclusive.
Withdrawal Rejected sets the status to Rejected and locks all the remaining boxes. Boxes already ticked stay ticked — so you normally do not have to untick anything before rejecting. There is one exception: while Refund Instructed is ticked you cannot tick Withdrawal Rejected. Either untick the refund, or use the Reject button — that one still works in this case.

A rejected withdrawal: status "Rejected", the remaining boxes stay ticked and are locked

The box locks the case, not the status

Only the Withdrawal Rejected box locks the remaining boxes. If you reject a case with the Reject button, its status is Rejected but the boxes stay editable. To close the case for processing as well, tick the box in addition.

The date reflects the current state

Tick a box and the timestamp appears. Untick it and the date disappears with it. Nothing is lost: every tick and untick stays traceable in the history.

Ticking a box sends no email

The processing steps are purely your internal documentation. The customer never learns about them. To inform them, write to them actively — see the next section.

Send a message to the customer¶

Open the withdrawal and click Send message at the bottom, in the history.
The consumer's email address is already entered as the recipient.
Write your text and send the message.

The message editor in the history, with the recipient prefilled

To see or adjust the subject, open the full editor via the four-arrow icon. The subject is already there as a suggestion: "Your withdrawal of <date of receipt> for order <order number>". You can overwrite it before sending.

The full email editor with the recipient and subject prefilled

This message, too, is recorded in the history.

The history¶

Below the form sits the history — your complete log. It shows, with date and time: every status change, every processing box ticked and unticked, every message sent, and the dispatch of both confirmation emails. If an email fails to go out, that appears here too.

The history with the logged confirmation emails to the consumer and the company

What you are not allowed to do¶

As a Withdrawals User you may read and process cases. The following is not possible:

Change the reported customer details. They are read-only. Even a misspelled email address can only be corrected by an administrator.
Delete cases. Withdrawals you no longer need are archived, not deleted. That is done by someone with administrator rights.

Frequently asked questions¶

A withdrawal does not appear in the list. It is probably done or rejected, and therefore hidden. Remove the New or In Progress filter, or use the Archived filter.

I cannot tick a box. There are three possible reasons: you are trying to tick Goods Damaged without Goods Received; you are trying to tick Withdrawal Rejected while Refund Instructed is ticked; or the Withdrawal Rejected box is ticked, which locks every other box. Untick it to make the boxes editable again. The Rejected status on its own locks nothing.

Does the customer get an email when I tick a box? No. Only the two confirmation emails go out automatically. Everything else you write actively.

The order number matches no real order. That is possible and not an error. The form deliberately does not check the number.