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# Order withdrawal request

# Contract Withdrawal Requests
Allow customers to request withdrawal from an order, subscription, or voucher contract through a dedicated page on your storefront.
When this feature is enabled, Booqi:
* Displays a **Contract withdrawal** link in your storefront footer.
* Lets customers submit a withdrawal request online.
* Notifies your organisation by email.
* Sends a confirmation email to the customer.

## How it works
Customers can submit a withdrawal request by visiting:
```
/withdrawal
```
To complete the request, they need:
* The numeric **Order**, **Subscription**, or **Voucher** ID.
* The **email address** associated with that contract.
Booqi validates both pieces of information before processing the request. A request is only accepted if:
* The identifier exists within your organisation.
* The email address matches the customer email stored on the contract.

## Enable Contract Withdrawal Requests
To make the withdrawal page available:
1. Sign in to the **Booqi Back Office**.
2. Go to **Settings → FAQ / Contact page**.
3. Scroll to **Contract withdrawal request**.
4. Enable **Withdrawal request page**.
5. Enter one or more email addresses in **Withdrawal recipient email(s)**.
    * Separate multiple addresses using commas, semicolons, or line breaks.
    * If no recipients are configured, Booqi automatically sends notifications to the organisation owner's email address (if available).
6. (Optional) Select a **Customer confirmation email template**.
7. Click **Save**.
Once enabled, the **Contract withdrawal** link automatically appears in your storefront footer.

## Configure the customer confirmation email
After a successful withdrawal request, customers receive a confirmation email.
You can customise this email using an email template.
### Create a confirmation template
1. Go to **Email Templates**.
2. Create a new template or edit an existing one.
3. Select **Withdrawal confirmation** as the template type.
4. Write the email content.
5. Select this template under **Settings → FAQ / Contact page**.
If no template is selected, Booqi sends a standard confirmation email.
### Available placeholders
| Placeholder | Description |
| ---- |
| `{full_name}` | Customer's full name |
| `{first_name}` | Customer's first name |
| `{last_name}` | Customer's last name |
| `{identifier}` | Submitted order, subscription, or voucher ID |
| `{email}` | Customer's email address |
| `{contract_type}` | Contract type (`order`, `subscription`, or `voucher`) |
| `{request_date}` | Date the request was submitted |
| `{request_datetime}` | Date and time of the request (organisation timezone) |

## What happens after a request is submitted?
When a customer submits the form, Booqi performs the following steps:
1. Verifies that the withdrawal request page is enabled.
2. Validates that both the identifier and email address have been entered.
3. Searches for a matching order, subscription, or voucher within your organisation.
4. If a matching contract is found:
    * Sends a notification email to the configured withdrawal recipients (or the organisation owner if no recipients are configured).
    * Sends a confirmation email to the customer using the selected template (or the default confirmation email).
5. Displays a success message to the customer.

## Troubleshooting
### The **Contract withdrawal** link doesn't appear
Verify that:
* **Withdrawal request page** is enabled.
* Your changes have been saved.
The footer link is only shown when the feature is enabled.

### The customer receives an "Invalid identifier or email" error
Check that the customer entered:
* A valid numeric Order, Subscription, or Voucher ID.
* The exact email address associated with that contract.
* Details belonging to the same organisation storefront where the request is being submitted.

### Your organisation didn't receive a notification email
Check the **Withdrawal recipient email(s)** setting.
* Ensure all configured email addresses are valid.
* If no recipients are configured, verify that the organisation owner has a valid email address, as this is used as the fallback recipient.

### The customer received the wrong confirmation email
Verify that:
* A **Withdrawal confirmation** email template exists.
* The template is selected under **Settings → FAQ /Contact page**.
* The template contains the correct subject and content for the customer's language.