Update on the cancellation button in online shops

The “Cancel” Button Is Coming to the B2C Sector: What Online Store Operators in Austria Need to Know Now.

Online stores that offer consumers distance sales contracts via an online user interface will be required in the future to provide an electronic cancellation function—the so-called “Cancel” button. The legal basis for this is EU Directive 2023/2673 (Art. 11a), which is to be implemented in Austria through the Consumer Rights Amendment Act (VerbRÄG 2026) in § 13a FAGG.

Important note on the current status: So far, only the draft bill is available; the National Council has not yet passed the legislation. The originally planned date of June 19, 2026, has been postponed. Details may therefore still change until the final decision is made.

Who is affected?

The law covers all distance contracts concluded with consumers via an online user interface—that is, not only traditional web shops, but also contracts concluded via apps, platforms, or game consoles, as well as, for the first time, distance contracts for financial services (which were previously regulated by the Distance Financial Services Act). Contracts that are concluded solely through individual communication—such as by phone or email—are not affected.

What should the button look like?

According to the draft of Section 13a of the FAGG, the cancellation button must:

  • be clearly labeled with the words “Cancel contract” (or an equally unambiguous phrase)
  • be available at all times throughout the entire cancellation period
  • be prominently displayed and easily accessible to consumers

The wording should adhere as closely as possible to the statutory text. Germany has had a comparable regulation (cancellation button) in place since 2022, and the case law there is strict and case-specific—which is also relevant for Austrian online stores that ship to Germany.

Withdrawal Process

  1. The consumer clicks the “Withdraw from Contract” button
  1. An electronic form opens with three required fields:
  • Consumer’s name
  • Information to identify the contract (e.g., order or invoice number)—partial withdrawal must also be possible
  • Email address for the confirmation of receipt
  1. Submit via a second button labeled “Confirm Withdrawal”
  1. The business must immediately send a confirmation of receipt on a durable medium (e.g., email) that includes the content of the declaration as well as the date and time of receipt

What Online Stores Should Do Now

  • Monitor the legislative process—it’s not yet clear exactly when the law will be passed
  • Prepare or implement the cancellation button
  • Add a reference to the new online cancellation feature to the cancellation policy

Our tip: Even though the exact effective date in Austria is still unknown—those who prepare the checkout process technically now will avoid time pressure later on.

Schedule an appointment with us now for assistance with the specific implementation, particularly regarding wording and the issue of shipping to Germany!