EU Legal Change: Simplified Right of Withdrawal)
Table of Contents
The current EU legislative change EU 2023/2673 requires all online retailers to make withdrawal just as easy for customers as completing a purchase contract.
Galaxus Germany is adapting its processes as of 01.06.2026 to the new regulations.
From this date, the right of withdrawal can be exercised very easily: customers simply register a return in their customer account using the return reason Withdrawal.
These laws also apply to all merchants selling through Galaxus.
Reporting a Withdrawal
The customer is instructed in the user interface and in the Terms and Conditions to report a withdrawal via their customer account at Galaxus. If the withdrawal concerns a merchant's case, this withdrawal is forwarded by Galaxus to the merchant via the Partner Portal or the interface.
Should the customer submit a withdrawal declaration directly to the merchant without corresponding registration in the customer account, the merchant must immediately report this to the Galaxus customer service: Customer Service (Germany)
(Contractual basis: Terms of use Marketplace Germany)
Note
There is no option in the Partner Portal to register a withdrawal that was not previously reported by the customer. In these cases, the merchant must always contact Galaxus.
Identifying a Withdrawal
To enable merchants to clearly identify a withdrawal, the return reason Withdrawal is displayed in the following locations:
| Partner Portal | EDI Interface |
|---|---|---|
Recognise | The return reason Withdrawal is directly visible in the registration form of the customer return.  | In the XML element RETURNREASON of Message Type Return Registration (RETP), the new return reason «8» (Withdrawal) is transmitted. |
Documentation |
Processing a Withdrawal
A statutory withdrawal:
May always be accepted – which results in a full refund to the customer
Must never be rejected – the merchant would be acting in violation of the law.
May in certain cases be accepted with a value reduction – only in cases of demonstrably damaged by customer or incomplete goods.
Value Reduction
When may a value reduction be claimed? | If an article returned as part of a withdrawal is demonstrably damaged by the customer or shows signs of use beyond mere inspection, the merchant may legally claim a value reduction. |
How much may the value reduction be? | The value reduction can be requested in 10% increments of the articles selling price. |
Who bears the burden of proof that the reduction was justified? | The merchant bears the burden of proof that the value reduction was justified. |
Requesting a Value Reduction
The merchant contacts Galaxus customer service – Contact information: Customer Service (Germany)
Attach photos of the damaged / incomplete article
Describe the case and request a value reduction
Galaxus customer service reviews the case and records the value reduction in the return case
Galaxus customer service confirms to the merchant that the value reduction has been entered
The merchant accepts the return only now:
In the Partner Portal: Confirm the return (Documentation: After Sales)
Via EDI: Submit SURN
The financial flow is triggered with the recorded value reduction
Important
The return must not be accepted before the value reduction has been recorded and confirmed by Galaxus customer service. If the return is accepted by the merchant first, the financial flow / refund has already been triggered in full and cannot be reversed.
Financial Flow & Payout Report
Value reductions in connection with withdrawal cases are transparently reported in the Payout Report. The Payout Report is expanded with two new columns:
Column | Description |
|---|---|
Deduction on processing costs for returns excl. | Deduction on the value reduction excl. taxes |
Deduction on processing costs for returns incl. | Deduction on the value reduction incl. taxes |
A sample file and further details on billing can be found here: How do the financial flows work in Germany? (Germany)