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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:

Sign in to the Booqi Back Office.
Go to Settings → FAQ / Contact page.
Scroll to Contract withdrawal request.
Enable Withdrawal request page.
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).
(Optional) Select a Customer confirmation email template.
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

Go to Email Templates.
Create a new template or edit an existing one.
Select Withdrawal confirmation as the template type.
Write the email content.
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:

Verifies that the withdrawal request page is enabled.
Validates that both the identifier and email address have been entered.
Searches for a matching order, subscription, or voucher within your organisation.
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).
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.

Updated on: 25/06/2026

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