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Withdraw purchase

Target Audience: Users, Developers, Stakeholders

Introduction

Withdraw purchase lets a customer exercise their statutory right of withdrawal (Swedish ångerrätt) on a recent purchase directly from the portal. When a customer withdraws a purchase, Payway does not cancel or refund the subscription automatically. Instead it registers a withdrawal request that is forwarded to the back-office:

  • A helpdesk message ("Purchase withdrawal request") is published in the PAP, where customer service handles the actual cancellation and refund.
  • A PurchaseWithdrawalRequested event is emitted, which can be used to trigger transactional emails or downstream integrations.

The same action is available to third-party implementors through the /me/withdraw_purchase API endpoint.

Prerequisites

The withdraw option is only offered for a subscription when all of the following conditions are met. If any condition fails, the option is not shown for that subscription.

Condition Requirement
Country The organisation's country must be Sweden (SE).
Account type The account must be a personal account — company accounts are not eligible.
Order The subscription must have an associated order.
Order type The order must not be a parent order.
Payment option The order must not have been paid with the External payment option.
Withdrawal period The purchase must be less than 14 days old, counted from when it was created.

Info

The 14-day window reflects the consumer's statutory right of withdrawal for distance contracts in Sweden. Once the period has passed, the option is no longer available in the portal.

How it works

  1. The customer opens their subscriptions in the portal (My pages).
  2. For any subscription that meets all the prerequisites, a Withdraw purchase option is available.
  3. The customer confirms the withdrawal.
  4. Payway registers the request and:
    • publishes a Purchase withdrawal request helpdesk message in the PAP for back-office handling, and
    • emits the purchase_withdrawal_requested event.
  5. Customer service reviews the helpdesk message and performs the actual cancellation and refund.

Warning

Withdrawing a purchase in the portal is a request, not an automatic cancellation. The subscription remains active until customer service processes the request in the back-office.

API

Third-party implementors can trigger a withdrawal on behalf of an authenticated account using the External API. See the Withdraw purchase endpoint for details.