What happens if the customer contacts support later and the agent cannot see the withdrawal request? ecommerce companies selling to consumers in the European Union, these questions have become much more important. Since June 19, 2026, updated EU rules require qualifying distance contracts concluded through an online interface to provide an online withdrawal function. The requirement changes a visible part of the customer journey, but the bigger operational challenge starts after the customer uses it. That is why online withdrawal support in ecommerce should not be viewed purely as a website or compliance project.