Guest checkout lets shoppers place an order in your Sana webstore without creating an account. Because guest customers do not have a customer account, they cannot open the My return orders page that registered customers use to request a return. This article explains how to give guests a simple, always-available way to withdraw from a contract and return their goods – in line with the statutory right of withdrawal (the cooling-off period) that applies to consumer sales.

The recommended approach is a custom withdrawal form that is embedded in your webstore and linked from a button that is available at all times. The form lets a guest confirm a few details, submit them to you, and receive an automatic e-mail confirming that you have received the request. No account or login is required at any point.

How Guest Returns Work in Sana

Sana does not have a dedicated guest return page out of the box, but you can build one in minutes using the tools that Sana already provides. The guest withdrawal function is made up of three parts, each covered by a step below:

• A withdrawal form that collects the details you need to process the return.

• A Withdraw from contract button that opens the form and is available at all times during the withdrawal period.

• An automatic confirmation e-mail that tells the guest you have received their request.

Step 1: Create the Withdrawal Form

Guests cannot use the standard return order pages, so you collect their request with a custom form instead. Sana lets you build a form with a service such as Typeform or Google Forms and embed it on any webstore page using the Code content element. For the full procedure – creating the form, installing the Code content element from the Sana App Center, and adding the page to your navigation – see Custom Forms.

Set the form up as a withdrawal statement. Keep it simple: a consumer only needs to identify themselves and the order, so no complex logic is required. Include the following fields:

Form field	What the guest provides	Why it is needed
Name	The guest’s full name.	Identifies the consumer who is withdrawing from the contract.
Order number	The order number from the order confirmation e-mail.	Identifies the contract the guest wishes to withdraw from.
Type of withdrawal	A choice between Full withdrawal and Partial withdrawal, for example, two radio buttons.	Tells you whether the guest is returning the whole order or only part of it.
Goods to return	For a partial withdrawal, the product(s) and the quantity the guest wishes to return.	Let's you process a partial return for the correct items.
Confirmation button	A button with the statement "The information I provided is correct".	Gives the customer the ability to review their withdrawal statement before submitting.
Confirmation notice	Nothing to enter – a fixed statement shown on the form, for example: "You will receive an e-mail confirming that we have received your request.".	Tells the guest by which electronic means the confirmation of withdrawal will be sent.

Step 2: Make the Withdrawal Function Available

The right of withdrawal applies throughout the withdrawal period, so the function must be easy to reach at any time. The simplest, safest option is to keep it available always rather than tying it to a specific order or date.

Add a Withdraw from contract button or link that opens the page with your withdrawal form. To make it permanently visible, add the form page to your webstore header so guests can find it from any page. Because the form is a standard webstore page, the button works the same way for guests and registered customers alike.

Step 3: Set Up the Confirmation E-mail

After a guest submits the form, they must receive confirmation without undue delay that you have received their withdrawal. Configure the form builder to send an automatic acknowledgment e-mail to the address the guest entered, with a short message such as: "We have received your withdrawal request and will process it shortly.".

Most form services, including Typeform and Google Forms, can send this acknowledgment automatically as soon as the form is submitted. Set it up once and every guest submission is confirmed without any manual action on your side.

Step 4: Set Up the Confirmation E-mail

Process the return as you would normally. You can send the customer return instructions once you confirm the details on your side.

If you need a more integrated solution, you can reach out to your Sana Commerce representative.