Important legislative change for e-commerce sites: The cancel Order button

What exactly is it, and how can I prepare for it? 

On June 19, 2026, new consumer legislation based on a European Union directive will take effect, requiring online stores to implement a so-called “cancel order button.” The main goal of this measure is to ensure that the process of returning goods is completely intuitive for customers and just as easy as the purchase itself.   

We have solutions ready for you that will make the transition to the new rules a breeze. You can rest assured that your refunds will process smoothly and in compliance with the law.

The new legislation is an opportunity to stand out from the competition  

Today, returns are not just a service process, but a powerful competitive advantage that determines which e-commerce sites will succeed. It is precisely at the moment of return that customer trust is forged—a transparent, simple, and customer-friendly returns process is therefore one of the most effective ways to stand out from the competition, build loyalty, and directly increase cart conversions: 

➡️ For 90% of customers, fast delivery and easy returns are a priority—simple return options are thus part of the expected service, not an added benefit. E-shops that handle this better than the competition gain a strong advantage.  

➡️ 40% of customers say that free returns would encourage them to make a purchase, which shows that a well-designed returns process has a direct impact on business and can be a deciding factor when choosing an online store. 

➡️ Up to 69% of customers will abandon their cart if they don’t get the return options they want—making flexible returns a critical factor in the competitive landscape. 

➡️ 78% of customers will not shop at an e-shop if they do not trust its delivery and return provider, confirming that the quality of the delivery and return partner is an integral part of the e-shop’s brand and its competitiveness. 

Comprehensive automation with Retino, supported by reliable shipping from PPL  

If you want to handle the entire return process comprehensively, we recommend using our partner Retino’s system. You can easily implement it either via a plugin for e-commerce platforms or through direct integration. Combined with PPL shipping, this is the best possible solution for complying with the new regulation. 

🔁 Retino offers a fully automated system that requires no manual data entry, with automated communication from the moment a request is submitted through to the refund. 

🔁 You’ll receive an online form tailored specifically to the legislation effective as of June 19, 2026, including the required “Cancel Order” button. 
 

Custom refund solutions 

If you’ve developed your own checkout solution, enhance its simplicity with PPL services that save customers the trouble of entering addresses and printing complicated labels. You can use the popular PPL Return service, which allows your e-shop to offer customers free returns, or opt for the “Balík pro tebe” option. 

🔄️ With the PPL Return service, you give customers the option to return goods for free by simply sending them back using a return label or a QR code, which the customer presents at a PPL shop or scans at a PPL box or Alza box. 

🔄️ Our Click & Return returns portal lets you create a link for easy self-service processing and transparent shipment tracking, which will make your customer service team’s job easier.

🔄️ Through the Balík pro tebe service, customers can pay for and easily handle their returns on their own. They can then simply send the package via our extensive pickup network—through a drop-off box, a store, or by driver pickup—without the need for any integration into your system. 
 

Third-party platforms 

Some system integrators on the market have developed their own solutions for implementing this simple return button. We therefore recommend that you contact your provider’s customer support to discuss their specific solution.

↩️ E-commerce platforms such as Shoptet state that they are prepared for this upcoming legislative change. 

↩️ You can also easily check with your providers regarding the specific integration options for the solutions recommended above. 

Don’t wait until the last minute—let us give you a hand 

Get in touch with us, and together we’ll set up the best process for your e-shop. 

◾Interested in integrating Retina? Contact your PPL or Retina sales representative directly at sales@retino.com  
As PPL customers, you also receive a bonus in the form of an extended trial period of one calendar month. 

◾Do you need to activate the PPL Return product? Contact your sales representative or our B2B customer service line at b2b@ppl.cz or by phone at 225 331 600 (weekdays from 8:00 AM to 6:00 PM). 

Data source: E-Commerce Trends Report 2026