Will “one click” become mandatory?

The e‑commerce market in the European Union is on the verge of another major change. The new EU Directive 2023/2673 is set to completely overhaul the way customers return online purchases. If you run an e-commerce business, the upcoming regulatory changes may force you to make a real reconstruction of your return process.

The new regulation assumes one thing: the customer must be able to withdraw from a contract as easily as they made the purchase. In practice, this means the need to implement a so-called “one-click return” available immediately; the return process itself must be reduced to a minimum, and hidden forms and complicated procedures must be completely eliminated.

Sounds like a revolution? Because that’s exactly what it was meant to be. It’s not a cosmetic change – it’s interference in the sales process.

What does this mean in practice for your business?

Implementing these requirements may mean:

  • Rebuilding the customer panel on the store’s website front end and in the app,
  • Changes in order and return systems,
  • Integration with logistics and customer service,
  • An increase in the number of inquiries and customer expectations.

The new obligations cover:

  • All online stores operating in the B2C model,
  • Platforms and applications allowing online contracting,
  • The sale of goods, services, and digital content.

The regulations cover the entire e-commerce sector in the EU — business size does not matter. The changes apply not only to the largest players but to every online store.

When should we expect the law to take effect?

Initially, the provisions of EU Directive 2023/2673, amending Directive 2011/83/EU, were expected to enter into force on June 19, 2026. However, the legislative reality looks different. As of today, implementation of the regulation in Poland is delayed.

According to market information, the draft implementation regulations have been withdrawn; at the same time, work on a new regulatory approach continues, and the effective date remains uncertain at the moment.

Delay does not mean cancellation of the regulation

The direction of change is clear – the delay does not mean total abandonment of the Directive. On the contrary, experts indicate that the change is inevitable.

“One-click return” is not a question of “if”, but “when”. Get ahead of the change and prepare now.

How to prepare for changes without rebuilding your entire store?

Instead of building new solutions from scratch, you can use Returns from Przelewy24! It’s the easiest way to:

  • Meet the requirements of the upcoming regulations,
  • Streamline your return process,
  • Automate handling without interfering with your store’s architecture.

Why choose Returns from Przelewy24?

Effortless

Implementation takes just a few minutes and doesn’t require IT team involvement.

Risk-free

The solution is ready for upcoming requirements.

No process changes

The service works with your existing store and the Przelewy24 ecosystem.

Instant value

  • Fewer customer emails,
  • Fewer handling errors,
  • Faster and more predictable returns.

Use the tool you already have in the P24 transaction panel. See how to use returns → How to issue a refund to a customer? - Przelewy24